Consumer complaint received 2023-05-09
Company: DISCOVER BANK
State: WY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To whom it may concern, My name is XXXX XXXX, and I am writing to seek justice for the deceptive and illegal practices committed by Discover Card. 

According Discovers marketing and verbiage, all Discover customers are protected by a {$0.00} Fraud Liability Guarantee, which means youre never responsible for unauthorized purchases on your Discover Card account. ( XXXX XXXX XXXX ) Further, according to the same above mentioned source, Discover monitors your account through a free service called Proactive Fraud Monitoring. This tool is constantly monitoring your card for any fraudulent activity and notifies you if any suspicious activity is detected. 

On approximately XX/XX/XXXX, I authorized a ONE TIME payment to XXXX XXXX XXXX on behalf of a former friend named XXXX XXXX. Through an automatic payment system, I provided my number and authorized a ONE TIME charge in the amount of {$58.00}. I further got verbal confirmation from the fraudulent company that it would be a one time charge, and also informed Discover Card that I had authorized a one time charge. 

I considered the matter closed as I thought XXXX XXXX would be a somewhat ethical company. Sadly, I was mistaken. No reasonable person would assume a one time charge would be consistently repeated for over a year. Further, due to Discovers so called fraud protection, I was led to believe this unauthorized recurring charge would be picked up. 

Approximately a year later, I was made aware of the charge. I did not think to look at my statement for this charge. Upon seeing the years worth of charges, I contacted Discover to dispute the charges. In essence, Discover said I am responsible for all but two of the charges because I did not report it in time. I contested this extensively with both the dispute and fraud departments. 

I contacted the executive offices of Discover and spoke with a rude individual named XXXX who said I would be contacted within 14 days. Sure enough, I was not contacted. A temporary credit was issued for the charges. On XX/XX/XXXX, I again contacted the executive office and spoke with an agent named XXXX. This agent of Discover in fact CONFIRMED that the charges were reversed and the fraud claim was found IN MY FAVOR. After an hour of discussion, I asked XXXX to again confirm the case was found in my favor. The agent indeed confirmed and would send an email with her contact information. I confirmed that my email to the agent was waiting for an email. 

Sure enough, no email arrived. I again called back to the same number and asked to speak to XXXX, and agent XXXX and XXXX said there is no record of you every speaking to XXXX. 

Today, XX/XX/XXXX, I was able to reach XXXX on a recorded line and she has now changed her story. Now she is saying that even though a case can be closed, it can now be reopened with additional evidence. I asked what additional evidence was given, to which no response was provided. No proof of so-called evidence or agreement by me for these charges. However, XXXX did confirm that the verbiage on my statement of Security adjustment refund is only given when a case is found in favor of the customer. But they are now rescinding and saying in fact I am at fault for the fraud. 

I believe this to be an asinine and illegal set of activities committed by a company who claims to protect its customers from fraud, and therefore makes billions of dollars based on these false allegations. I ask the attorney general 's office to look into this matter for the safety of unsuspecting customers and citizens.

Company response to consumer: Closed with monetary relief