Checking or savings account -- Problem with a lender or other company charging your account -- Complaint #7215721
Complaint Overview
Complaint ID: 7215721
Company: Discover Bank
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
State: Indiana
ZIP Code: XXXXX
Date Received: 2023-07-06T12:00:00-05:00
Date Sent to Company: 2023-07-06T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
My complaint is actually with a Discover Bank policy. Specifically, I went online as I wanted to dispute a debit card transaction ( have already tried to contact the payee, run-around ). I went online to do so and clicked to dispute it ( see attached screen print ). My question/complaint is... In this day & age when companies WANT, BEG, REQUIRE you to do everything online, WHY does Discover Bank REQUIRE you to phone in ( and potentially endure long hold times, etc. )? Not to mention, doing by phone leaves me, the customer, with NO proof or evidence that I filed the dispute... online would ( even if it's just screen prints ). And then, when I did call in, by now my first question was just this, Why was I unable to do online, why was I required to call in. Much to my surprise, she was unable to answer my question without first verifying me. I then inquired WHY did I need to be verified for a general, non-account-specific question? Long story short, she was going to transfer me to tech support. I stated " Tech support doesn't make your corporate policy, that comes from management... they only right the code required to implement/follow policy. '' She then transferred me to another person ... This XXXX lady 's answer to my question was, " because that's our policy! '' She further, rather rudely, informed me " Your company can make their policies, but we have ours. '' This is very true, and I fully agree every company/business needs policies and procedures. However, they should make sense. Requiring someone to verify before answering a GENERAL, NON-ACCOUNT-SPECIFIC question makes absolutely NO sense! Also, " because that's our policy '' also does NOT answer the " why '' the policy question! She then transferred me to <someone>... I held awhile waiting and finally hung-up! A TOTAL waste of my time on this entire phone call, and I still don't have the dispute filed yet... it would've been done long ago if I could've done online.
Frequently Asked Questions
What is Complaint #7215721 about?
Complaint #7215721 was filed against Discover Bank regarding Checking or savings account specifically about Problem with a lender or other company charging your account. It was received by the CFPB on 2023-07-06T12:00:00-05:00.
How did Discover Bank respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Discover Bank?
Yes, visit the Discover Bank company profile at readthecomplaint.com/company/discover-bank to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.