DISCOVER customer service is disgusting & fraudulent, be cautious!

[Anonymous]

Hello all. Been an occasional reader here over the years, rare poster. Kind of a long story, but I'll knock it down the best I can!

So, my mom is in her 70s. She's not as sharp as she used to be and my family does the best we can to help her. She doesn't have much money and struggles along, but is the type to refuse help or bother us, so it's tough for us to gauge her situation at times.

She had a DISCOVER credit card and fell behind. Medical issues, loss of income. Things that frequently plague the older population. She agreed to a payment plan and was struggling with that, BUT, still making payments. She owed something around $230 per month and wound up paying them like $500+ over 4 months. Nothing horrible. She called customer service and they told her she had like 45 days to catch up. Instead, about a week later, they took her off the plan and reported her to the bureaus as a CHARGE OFF. She found out as she was trying to make another payment and was sent to a completely different webpage than her usual account.

So she winds up contacting the Consumer Financial Protection Bureau to complain. It goes to DISCOVER'S 'Executive Office' customer nonsense department. Two weeks later, the guy basically responds with "Sorry, we have no record of you contacting us. Call this number." Which is just DISCOVER customer service. My mom calls and immediately asks about removing the negative mark on her reports.. and they tell her "Sorry, we don't do that." So now she's freaking out. She also decided to file a complaint with the Attorney General afterwards.

Meanwhile, while she's trying to accept and get over this.. she logs in to her online banking one morning and sees her balance is negative. Apparently, these dirty scumbags decided to leave her monthly pending payments that she set up with the payment plan as is (until mid 2020) and they took the $230 or so out of her account. It triggered multiple overdrafts because she was paying other things and the total wound up being over $300. Money she doesn't really have. Side note: Once they charged her account off and sent her to a different account webpage, she lost any option to cancel/change payments.

So I go to the Protection Bureau myself and explain I'm filing a complaint in her behalf. It was hard to control the rage, but I explained to these aholes like 5 times; THEY CANCELLED AND REMOVED THE PAYMENT PLAN, THUS THE ORIGINALLY AGREED UPON PAYMENTS DO NOT EXIST NOW! How are you taking money out for a plan that isn't there?!! I also repeatedly stated they DO NOT have permission to withdrawal any money from her accounts. I couldn't make this any clearer. I said they basically stole $300, sent them screenshots of what they did and they need to give that money back to her.

So what happens? It takes 3 weeks for the same 'Executive Office' clown to respond with the same BS. The whole 'sorry, but not sorry' type attitude. Not only are they not giving back the money they stole, but they're making her call customer service to cancel any payments and "discuss other payment arrangements." Yeah, because that fu**** latter part is really going to happen.

Now my poor mom is out $300, has a negative mark and still has to go through the trouble of calling them to basically say "you don't have permission to steal my money." All because she wasn't paying them fast enough to their liking from the beginning.

I always hear DISCOVER boasting about their customer service, how it's American and it's just so great. BULL! In my experiences, the Indian customer service (who they are obviously taking a jab at) are the ones asking me how my day is, what the weather is like and doing the best they can to solve my issue. DISCOVER did absolutely nothing to help my elderly mom, even after 3 government complaints. THAT is the type of company you have to worry about. Anyone who deals with DISCOVER, just keep this in the back of your mind.

Thanks to anyone who read this and have a good one!

UPDATE: Before posting this, my mom called DISCOVER. She was told the pending payments were "cancelled some time ago." So, the 'Executive Office' clown is saying she needs to call and cancel, while customer service is telling her it's already done. I fully expect them to try and steal the money again. I've already started the process of moving everything to her other checking account, so she will have the option to just close the one DISCOVER won't leave alone. It's easier than having her go down to the bank and/or call to try and block payments from them. It's too much for her.

[Remedios]

@Anonymous  I'm truly sorry this happened to your elderly mother and I understand why you would be upset. I would be, too.

However, it seems this is multifaceted problem. Loss of mental acuity, financial distress, multiple people and multiple departments involvement have all contributed to how this story is going. 

I would suggest you work with them, no matter how hard that may be, till the situation is resolved. Once the account is paid off, she no longer has to do business with them. For right now, you need them, so dont create contentious situations. 

I do understand the anger and frustration, but you also need to keep in mind that problem started with the default. 

Maybe once this is all over, unless someone lives with her, looking into elderly conservatorship would be the best for her and the rest of your family. 

Good luck and I hope this gets resolved without any further complications. 

Again, I'm truly sorry that this happened to her at her age. 

[SouthJamaica]

---

@Anonymous wrote:

Hello all. Been an occasional reader here over the years, rare poster. Kind of a long story, but I'll knock it down the best I can!

So, my mom is in her 70s. She's not as sharp as she used to be and my family does the best we can to help her. She doesn't have much money and struggles along, but is the type to refuse help or bother us, so it's tough for us to gauge her situation at times.

She had a DISCOVER credit card and fell behind. Medical issues, loss of income. Things that frequently plague the older population. She agreed to a payment plan and was struggling with that, BUT, still making payments. She owed something around $230 per month and wound up paying them like $500+ over 4 months. Nothing horrible. She called customer service and they told her she had like 45 days to catch up. Instead, about a week later, they took her off the plan and reported her to the bureaus as a CHARGE OFF. She found out as she was trying to make another payment and was sent to a completely different webpage than her usual account.

So she winds up contacting the Consumer Financial Protection Bureau to complain. It goes to DISCOVER'S 'Executive Office' customer nonsense department. Two weeks later, the guy basically responds with "Sorry, we have no record of you contacting us. Call this number." Which is just DISCOVER customer service. My mom calls and immediately asks about removing the negative mark on her reports.. and they tell her "Sorry, we don't do that." So now she's freaking out. She also decided to file a complaint with the Attorney General afterwards.

Meanwhile, while she's trying to accept and get over this.. she logs in to her online banking one morning and sees her balance is negative. Apparently, these dirty scumbags decided to leave her monthly pending payments that she set up with the payment plan as is (until mid 2020) and they took the $230 or so out of her account. It triggered multiple overdrafts because she was paying other things and the total wound up being over $300. Money she doesn't really have. Side note: Once they charged her account off and sent her to a different account webpage, she lost any option to cancel/change payments.

So I go to the Protection Bureau myself and explain I'm filing a complaint in her behalf. It was hard to control the rage, but I explained to these aholes like 5 times; THEY CANCELLED AND REMOVED THE PAYMENT PLAN, THUS THE ORIGINALLY AGREED UPON PAYMENTS DO NOT EXIST NOW! How are you taking money out for a plan that isn't there?!! I also repeatedly stated they DO NOT have permission to withdrawal any money from her accounts. I couldn't make this any clearer. I said they basically stole $300, sent them screenshots of what they did and they need to give that money back to her.

So what happens? It takes 3 weeks for the same 'Executive Office' clown to respond with the same BS. The whole 'sorry, but not sorry' type attitude. Not only are they not giving back the money they stole, but they're making her call customer service to cancel any payments and "discuss other payment arrangements." Yeah, because that fu**** latter part is really going to happen.

Now my poor mom is out $300, has a negative mark and still has to go through the trouble of calling them to basically say "you don't have permission to steal my money." All because she wasn't paying them fast enough to their liking from the beginning.

I always hear DISCOVER boasting about their customer service, how it's American and it's just so great. BULL! In my experiences, the Indian customer service (who they are obviously taking a jab at) are the ones asking me how my day is, what the weather is like and doing the best they can to solve my issue. DISCOVER did absolutely nothing to help my elderly mom, even after 3 government complaints. THAT is the type of company you have to worry about. Anyone who deals with DISCOVER, just keep this in the back of your mind.

Thanks to anyone who read this and have a good one!

UPDATE: Before posting this, my mom called DISCOVER. She was told the pending payments were "cancelled some time ago." So, the 'Executive Office' clown is saying she needs to call and cancel, while customer service is telling her it's already done. I fully expect them to try and steal the money again. I've already started the process of moving everything to her other checking account, so she will have the option to just close the one DISCOVER won't leave alone. It's easier than having her go down to the bank and/or call to try and block payments from them. It's too much for her.

---

In my experience all banks are nasty when you get behind.

[Save-n-Invest]

Discover has been ok for me for the most part. They do have their less than stellar customer service issues. 

A few years ago I placed a phone order with a local department store using Disco as the payment method. The order was fulfilled. A few months later I saw a pending charge from this same department store. I did not make the charge. I contacted Discover imediately. Call referred to fraud department. The fraud department was extremely helpful until I package arrived on my doorstep. It was from the department store, Dillards. The package contained a much larger quantity of thie item ordered and fulfilled via phone a few months prior. The counter manager obvioiusly retained my cc info and used it to make her month later on.

I phoned Discover immediately to advise of the package delivery. The fraud department went crazy on me. The fraud moron decided that I was trying to defraud Discover. Makes no sense but it worked for them. The charge was less than $200. At least give me credit for a decent amount if I decide to become a thief! Insult meet injury. 

I returned the items to the local Dillards. The counter manager yelled at me when I arrived insisting that I placed an order. The district manager was visiting. DM escorted me to customer service to do the return. DM had no issue with the crooked counter manager either. 

Secretary to that Dillard's store manager phoned me and gave me hail for not ocntacting Dillards when I saw the charge. I had no clue what the charge was. I only new it wasn't mine. Contacting Discover was the only sane thing to do.

Once the credit appeared on Discover I phoned requesting a new account number. The crooked counter manager still had my info. Disco said a new number was not indicated. I told them the card will be on ice until a new number is isues. They did that. It was a long time before i used Discover again.

Discover solidly took the side of Dillards the dishonest folks who pay the mercant fees. My account has always been paid in full early or on time each month. All cc issuers can get nuts on you and for just a few dollars, too.  I use Discover but only for the 5% bonus quarter items now. 

I can only imagine how people are treated when/if they fall behind. As for the nonsense of US customer service it's based in Texas. I can often understand the overseas cs easier than Discover. 

They will all step on you if they get the chance or think they have the chance. 

I have never spent a penny in any Dillard's store since. I drive out of the county to a Macy's location on the occasions an item is only available at Macy's or Dillards. 

Discover was plain stupid in this instance. 

[Anonymous]

While indeed unfortunate, this is the perfect situation for someone to get more involved with the financial aspect of her life. Despite her stubbornness/pride, If left unchecked she will continue make more mistakes. It's certainly better than the alternatives of one day losing everything. Something we have to rememeber is that Discover is a bank like any other, with their own interests in mind. Not your friend who helps out in time of need. 

I'm trying to figure out how she fell behind and had only 45 days left if the payments were automatic? 

The problem with any type of plan one enters, there is various default verbage that isn't beneficial to the Consumer. It only takes one mistake to cause the whole thing to be considered void.

[Anonymous]

I am sorry your Mother is having a hard time right now, it certainly is no fun and can definitely cause a lot of distress. Maybe you or one of your siblings, if you have any, should consider getting a Power Of Attorney or at least convincing your mother to add one to her accounts so at the very least you can better monitor her fiances and intervene before any crisis situations occur? That would likely be your best decision as for going forward. 

As for Discover, while I understand you are frustrated and upset, they are a business. After reading your post it sounds like she missed original payments causing her to default and they set her up on a payment plan to get caught up? If her payment though was $230/month and she only paid $500 give or take within a 4 month span that is roughly half of what her obligation was to fulfill her end of the deal she made with them. If a customer service represenative told her she had an additonal 45 days then that is crummy, however since she failed to make the full payment each month I am sure she was in breech of their aggreement and thus they could charge it off anytime after the first missed/partial month was not paid in full. Are you certain she spoke with them though? Since you said they had no record of her call, being she is 70 years old and is starting to have a hard time maybe it was another creditor and she simply got them mixed up? I am by no means blaming your mother or shaming her, it happens to a lot of people. 

The main thing now is correcting the situation, you do need to try and look at it as business though and remove any personal sentiment from it. If you call them scammers or thieves, etc they will definitely not be willing to go out of their way to help. Any customer service rep is just doing their job so try not to take any frustration out on them, just remain polite and try to work with them to correct the issue. As for them continuing to take payments, you could try switching banks until you get it ironed out with Discover? After you get it paid off then you can start a Good Will campaign to try and get the lates removed. Best of luck!