• Report: #595710

Complaint Review: Discover Card - Discover Financial Services

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  • Submitted: Fri, April 23, 2010
  • Updated: Fri, April 30, 2010

  • Reported By: John — Andover Minnesota United States of America
Discover Card - Discover Financial Services
P.O. Box 6103 Carol Stream, Illinois United States of America

Discover Card - Discover Financial Services Unauthorized payment protection plan add to my account. Carol Stream, Illinois

*General Comment: tj

*Consumer Comment: i thought the problem was....

*Author of original report: Dude

*Consumer Comment: There is no conspiracy sir.

*General Comment: tj

*Author of original report: Nice

*General Comment: D

*Consumer Comment: Sigh... Activation Agent's Response

*Author of original report: Hmmm

*Consumer Comment: Once again..

*Consumer Comment: Normally....

*Author of original report: to answer your questions.

*Consumer Comment: Question...

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Discover card added a payment protection plan to my account without my permission.
Since Feb of 09 they have charged me 504.00. I called to ask about these charges
and have them credit back to my account. I was told I made a verbal agreement to
start this plan and the charges would not be given back. I asked to proof of this
agreement. It's been 4 weeks now and nothing. I have called back to see where the
information is.

I have read many complaints about this plan. Most discribe exactly what I went
through. They ask you questions on the phone about receiving information about
this payment protection. If you say yes, you will received a letter saying you have
enrolled in the plan. You didn't agree to that, you simply said it was ok to send information on the plan. This is outright fraud.
I have since filed a complaint with the Attorney General in my state. They have said
they are investigating these complaints. They have also stated they have received
many of the same complaints. Discover Card, you are going down! I will keep my account open until the state tells me to close it. I have been a costumer since 1992.

You think that would mean something. Not to people who only care about one thing,
putting money in their own pockets. It's time for us consumers to show them who's
really in charge.

This report was posted on Ripoff Report on 04/23/2010 02:50 AM and is a permanent record located here: http://www.ripoffreport.com/r/Discover-Card-Discover-Financial-Services/Carol-Stream-Illinois-60197-6103/Discover-Card-Discover-Financial-Services-Unauthorized-payment-protection-plan-add-to-m-595710. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
4Author 9Consumer 0Employee/Owner
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#1 General Comment

tj

AUTHOR: TJ37 - (United States of America)

hahahahha anon you rock
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#2 Consumer Comment

i thought the problem was....

AUTHOR: Anon - (USA)

quote:

"Discover card added a payment protection plan to my account without my permission.
Since Feb of 09 they have charged me 504.00. I called to ask about these charges
and have them 
credit back to my account. I was told I made a verbal agreement to
start this plan and the charges would not be given back. I asked to proof of this 
agreement. It's been 4 weeks now and nothing. I have called back to see where the
information is
. "

I tried to help you with your refund, as well as to help you find proof that you did not authorize your enrollment.

You've responded that the help offered to you reminds you why you "hate people."

Sounds like the bitter response of the loser in any argument.  

If you thought you genuinely were scammed you would have used that information to build your case.  Your failure to do so proves that you were recorded saying YES three times to enrollment.

Case closed.. i wont be back to read your crybaby response.
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#3 Author of original report

Dude

AUTHOR: John - (United States of America)

The protection plan was cancelled as soon as it was noticed.
The account is not being used and will be closed when I get my
money back.
I read all the responses like yours and I remember why I can't
stand people.
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#4 Consumer Comment

There is no conspiracy sir.

AUTHOR: Anon - (USA)

In response to this quote:

"You've explained this process in such good detail that's it's almost as
if I was talking to a representative of their company."

Do you really think that an employee of Discover Card would openly discuss an issue in which the other member of that conversation is the one threatening on suing said company over SAID ISSUE?  Therefore, why don't you just consider me a "well informed party." In the meantime, if you look at the title of my post Activation Agent, you might be able to guess which department I would work in said company if i even worked there.  Then you'd have to look and see if maybe, since it says i'm in phoenix, that there is a call center there.   


Then you say:

"I need to remember these companies scan sites like this to find
complaints about their services. They will make comments to take
credibility aways from the individual making the complaint. If they
were so confident in their products, they would use a much more
reliable form of verification. Good try
. "

Now, I know for a FACT that companies do this. How do I know this? Well if you took the time to look at my other postings, you would see that I've had a problem with a company before and visited this site to post my complaint. (Hint#1 that I am NOT a spin Dr.)  A lawyer that works for, and is on commercials for this same company tried to spin their side to make it look like I was stupid for complaining.

I'm not saying your stupid.  But sir, these things are recorded in the manner I described. -- I'll tell you what, to help you out, I encourage you to do this:  

Call Discover, and ask them for the RACF (pronounced - wrack-eff) of the person who started it for you. This is their unique ID.  Then, either in the same call, or if you want you can call back, ask to speak to that account managers supervisor (they all have an extension at their desk) Tell them your story, tell them that said employee signed you up without your consent, and you would like to resolve the cost with the company. They won't be able to do this themselves, but this will alert them to said employee.  (I'm telling you this for information; i PERSONALLY know, that every sale is checked by an independent company w/ the 3 yes's, but I understand you're upset.) Then ask the supervisor how they think it should be resolved. LISTEN to them, it's HE or SHE who will help you, as it is an issue that will reflect on THEM personally.  

Either follow their advice, or ask to be transferred to CEG, which is the CALL ESCALATION GROUP, their job is to deal with the top .05% of problems. They will be your last shot at getting anything done w/o a court order.  Their answer is THE FINAL ANSWER from the company, so keep your cool when talking to them. Ask them for the VERINT recording and video disclosure of your enrollment.  To be honest, I'm not sure how much they keep on site for data storage, as you know, a 4 minute video screen w/ audio can be about a 3 to 4 meg file. "a very good friend of mine" sells 40 products a day, so that is just a little over 1/9 of a gigabyte per day per agent.  All data is eventually sent to a data storage warehouse.  There may be a fee to access this data.  The fee will be LESS that what you have paid for payment protection.  PAY the fee if you are confident you were duped. Listen to and watch the recording, if you are IN THE RIGHT, then you can ask for both fees to be refunded to you. If you don't want to pay the fee, hire an attorney, although the fee would be cheaper.  (there may not be a fee though, i am merely guessing)

That's the best I can do for you.  I know in my heart of hearts that everything was done correctly, as it's not the activation agent who enrolls you, they click the enroll button, but only after it is checked for 3 yes's, checked for legal verbatim, and stamped for approval by another corporate entity does it ever get turned on.  

My best of luck to you.
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#5 General Comment

tj

AUTHOR: TJ37 - (United States of America)

Call the number next to the service and cancel it's that simple. Look at your statement monthly. Could have caught it right away. They don't hide the charge from you. It's in front of you right on your statement with a number next to it to call for qus or cancellation.  ITS RIGHT IN FRONT OF YOU NOT HIDDEN NOT A SCAM. If you can't handle calling. Close your acc. NO charges can go through on a closed account no matter what.
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#6 Author of original report

Nice

AUTHOR: John - (United States of America)

The situation you are presenting sounds wonderful. If that's how it's suppose to take


place, that's not what occurred. You should take a look through the various consumer feedback sites. I found in two hours time 45 complaints. Explaining almost exactly what I went through with this company. If all the safe guards are in place, where is my proof of purchase? It's been over a month now and no sign of that information. If Discover did nothing wrong, than they have nothing to fear from the Attorney Generals Office.


You've explained this process in such good detail that's it's almost as if I was talking to a representative of their company. Hmmmm. Don't just go by what I say. Talk a look around the net and research it yourselves. This is a scam, nothing more. I am well aware of what these plans are. I have been avoiding them most of my life.
I need to remember these companies scan sites like this to find complaints about their services. They will make comments to take credibility aways from the individual making the complaint. If they were so confident in their products, they would use a much more reliable form of verification. Good try.
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#7 General Comment

D

AUTHOR: TJ37 - (United States of America)

It's very simple.
Check your statement monthly considering the fact that identity theft is the number one crime in America. Though you may feel you are being ripped off this service is extremely extremely beneficial and has helped thousands of people. If you get unemployed  or hospitalized etc you can put your account on hold for months with out making ANY payments or accruing ANY interest.  This is phenomenal. You can also do this for a shorter period of time if there is a marriage or new child.

Look at your statments. The very first month you were charged for this you could have just as easily cancelled.Anyone who does not check their statements on a regular basis is very ignorant.  Right next to the service payment protection is a direct number to the payment protection dept at discover card.  You get a retention representative who will indeed try to convince you to keep the product, but can not force you. Of course any sales rep will try to talk you out of it multiple times, its there job. Thats the way the world works. It's as simple as saying no over and over and I promise you can get any product cancelled.  If the sales rep is too intense for you to say no ask for a supervisor. You will get one. Discover is located in U.S only. Very easy to work with if you have a brain.

If you don't like the company close your account.


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#8 Consumer Comment

Sigh... Activation Agent's Response

AUTHOR: Anon - (USA)

First of all, and to everyone talking about class action lawsuits.. let me walk you through the call flow of an activation call at Discover Card.

The cardmembers card is activated, they are told about the rewards that are on their card, they are sent a password to access their account online, they are walked through any balance transfer issues they may want to take advantage of, and then they are offered a product.

In the offer, the cardmember is TOLD about the features and benefits, this initial pitch is followed by, (and in EVERY CASE) "This product is only .89 / $100 of the balance that you carry from month to month, and with your permission, I'd like to get that started for you today."

there's your first statement of terms and only IF AND WHEN the customer says "yes/ok/sure/etc" does the call continue.

They are then read a full legal disclosure beginning with the sentence "I just need to record your enrollment, ok?"

Again, they are getting a SECOND affirmation from the customer.

They are then read a legal disclosure containing all of the terms/prices.

It ends with a statement that they have the right to cancel at any time, they are provided that number, and are told that if they call or cancel within the first 30 days, they'll receive a full refund.

It is finalized by saying "Do we have your permission for enrollment Mrs. X?"

on the THIRD affirmation, the rep will enroll them in that product and will send them out a confirmation letter detailing everything that just happened.

EVERY SALE IS RECORDED, BOTH AUDIBLY AND A RUNNING SCREENSHOT VIDEO OF THE SALE IS PAIRED WITH IT.  EVERY SALE IS THEN CHECKED BY AN AUDITOR TO MAKE SURE EVERYTHING WAS STATED VERBATIM AND THAT THE THREE AFFIRMATIONS WERE RECEIVED.

If a rep says they are sending "just the information" they will be FIRED for violating Discover's code of conduct policy.

If a cardmember requests just the information they are told "well in order to send that out to you, we HAVE TO ENROLL YOU." If they say that is ok.. then the process of the 3 affirmations begins.

I'm sorry, but if all these safeguards are in place, there is NO way this can happen; you were SOLD a product by someone who was good enough to persuade you that you couldn't pass it up. And now, you're just angry.

You also receive quarterly letter from the payment protection program letting you know of any changes, so for you to say that you had the product for over a year w/o knowing it, is entirely either inaccurate, or your fault for throwing away your mail w/o reading it, or not looking at your statement which has the charges and your cancellation numbers on their each MONTH.

AND TO THE LADY WHO GETS CALL AFTER CALL AT HOME, the obvious, and very simple solution is to all 1800Discover, and ask for your number to be removed from the sales list, and ask for THIRD PARTY CENTERS not be allowed to call you. If they fail to comply, then you have a DONOTCALL.GOV lawsuit.

Thanks.
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#9 Author of original report

Hmmm

AUTHOR: John - (United States of America)

I love the internet, full of self perceived know it all's. You, whoever you are, are not involved in this situation and have no clue as to the details of the State's investigation of this company. This post is to advise others of this company's practices, so they don't make the same mistakes. There are other companies that don't use tactics like this to get you to buy their products.

Also, since I recently just bought a house, it would have been ill advised to close a credit account I've had since 1992. It makes an impact on your credit score, but someone like you should know that. If you don't agree with this, get one of their credit cards and have at it. It bothers me that individuals think it's only the responsibility of the consumer to look out for themselves in these matters. I should not be cheated! Lying, cheating and fraud are not suppose to be the norm. No one is responsible for what they do to someone else.
The victim is the one at fault. Greed is what drives these people. Greed is the cause of most of the world's evil. Make money at all cost.

The state of our present economy should be example enough, of what greed can cause. In my opinion, Discover is a bad company. When all it said and done, I will never user their services again.
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#10 Consumer Comment

Once again..

AUTHOR: Robert - (U.S.A.)

Oh yes the "I don't like what you say so you must work for the company" response.   So first off I do not currently work for, nor have I ever worked for any credit card company.  Including Discover. 

So let me rephrase this a bit.  The State is never going to tell you to close the account.  That is not their business if you keep an account open or closed, and I really don't know what "investigation" you think you are helping them with by keeping it open.  So until you close it you are just telling Discover that it is okay.  The Attorney General at worst would fine them, and even then they won't tell you to close your account.  It is very unlikely that they would get any of your money back.  You would need to take action on your own to do that.

Also, not looking at your statements is bad for many reasons.  What about companies that may put other charges on there?  What about companies that you actually did business with that may charge you more.  Yes, both of those can happen as well.

As to the salespitch, yes these companies can be relentless.  You are dealing with someone who is getting paid a commission on everyone that they get to agree to it.  So as suggested, just keep saying NO, that way there is no confusion.  Eventually they get the message.  If you tell them to stop calling and they refuse, then take the one action as a consumer you can do and close the account.

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#11 Consumer Comment

Normally....

AUTHOR: Resty - (U.S.A.)

I would not side with the original poster in something like this.....HOWEVER....

these b*******  are relentless in their quest to slam you with unwanted "add-ons".  I recently acquired this card. It had the perks I thought I wanted.  The interest rate was great etc.

NOW they call me ever single day.......more than once......sometimes as late as 9 pm trying to get me to take the protection plan. It's like 80cents per hundred dollars on a balance month to month. This protection will make my CC payment should I become unemployed through NO fault of my own etc.  First off.....I DO NOT carry ANY balance month to month.  IF I use the card.....it is paid in FULL each month. NOTHING is carried over and I hope to keep that up. Second......I PAY MY BILLS....I dont expect others to have to cover for my defaults with higher interest rates/penalties etc.

I have asked and told them to stop this insane calling. I dont even let them finish their spiel.......I TELL THEM NO NO NO....dont send me anything and being as I KNOW they are taping the call....I AM ON TAPE SAYING NO NO NO.   Every time I tell them no......they continue on trying to explain that it's free for 3 months....I can cancel by a mere phone call blah blah blah. I SAID NO.    Now they start getting snippy telling me I dont understand what it is they're doing blah blah blah. I SAID NO again.   NOW he raises his voice to me telling me to allow him to finish blah blah blah. NOW I SAY NO AGAIN AND HANG UP.

They have continued to call. Yesterday they called and spoke to my fiance'....trying to get HIM to get ME to agree to this. He said NO and hung up.   Lo and behold.....they called here at 9 pm last night. UGH. I tell them repeatedly to stop it....but they dont.  I HATE to have to cancel this card......I hear its not good on your credit. BUT Im sick of the constant calls even after they've been told NO like 10 times!!!

SO...to the original poster.....I know what you're going thru and wish you luck.
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#12 Author of original report

to answer your questions.

AUTHOR: John - (United States of America)

I have gone paperless on my statements and don't check them as closely.
I normally don't worry about the credit card company ripping my off. I guess
I should know better than to trust anyone in this piece of crap world.
The fees started out small enough not to be noticed. The account is remaining
open until I'm told by the state to close it. An investigation is in progress concerning
this company. They will pay for what they have done. I will continue to advise other
not to use this companies services.
Hmmm, you sound like someone who works for these scumbags.
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#13 Consumer Comment

Question...

AUTHOR: Robert - (U.S.A.)

If they started charging you in Feb of 2009, and you didn't want it why did you not cancel it then?

Also, why in the world would you wait until the State tells you to close your account?  If you want "consumers to show them who's really in charge", then close the account and don't do business with them. 

 

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