22 Aug, 2019 → by ClaimboUser691611
They really care about security…except when they don’t.

3

I wanted to open a savings account with Discover. I have been a student loan and credit card customer of theirs for nearly a decade. A few years ago I legally changed my name, and updated it everywhere except Discover because, at the time, they were the only ones asking me to mail a physical copy of my name change order (of which I have limited official copies, which cost $ to get), and I, admittedly, could not be bothered. Fast forward to last month. I'm getting all these emails about Discover's new high interest savings accounts, and I decide, sure, I'll throw some money into one. But of course since I'm opening a new account I'll need to sort out the name change first. I call them, they say an electronic upload is fine now (no snail mail, hooray). I upload the necessary documents, the name is changed on my login page and I get my new card in the mail within the week. Cool. I go ahead and apply for the savings account. I notice when I choose existing customer, they still have me listed under the old name, so I figure I'll apply as a new customer and call to sort out the confusion. I did call, and learned that the banking, credit card, and loans are three totally separate branches of the company who apparently don't communicate with each other at all. I was told to resubmit my documents through the main banking page, get a confirmation number and wait...but they didn't tell me how long. Doing it for the credit card was lightning fast. This time a week goes by, nothing. I called today to see how things were going, and after a great game of pass the buck (I spoke to 3 different agents), they told me to expect to wait "a few weeks" because this is a "major security update." Ooookay. So, when I want to throw money at them, they make me wait a month (or more, who knows?), but when I wanted credit they approved the change lickety-split. Good to know any rando could've hacked my account and gotten a card in the mail so fast, no questions asked, but I now have to answer a million security questions over the phone and still wait for some indiscriminate amount of time before it's processed? What a joke. It's 2019; snail mail should not be your primary method of communicating, and if you suspect a possible fraud you should notify me and not just throw my application in the trash without a word.
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