Consumer complaint received 2018-09-05
Company: DISCOVER BANK
State: NV
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
Company 's Response XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX RE : Discover card account ending in XXXX ( fraud ) and XXXX ( replacement ) Consumer Financial Protection Bureau, Case No. : XXXX Dear XXXX XXXX : Thank you for your correspondence to the Consumer Financial Protection Bureau. To ensure your concern regarding your Discover card is efficiently addressed, your inquiry has been referred to my attention within the Executive Office of Customer Advocacy at Discover. On XX/XX/XXXX you reported three transactions that posted on XX/XX/XXXX and XX/XX/XXXX as fraud. The charges included a XX/XX/XXXX charge for {$250.00}, an XXXX XXXX charge of {$270.00} and a XXXX charge for {$14.00}. At that time, your account ending in XXXX was closed as fraud. Replacement account ending in XXXX was issued and our Customer Protection Services investigated the matter. During the course of our investigation, you had provided inconsistent information regarding your fraud claims, we noted that you have disputed and undisputed charges at the merchants where you have disputed charges, and you had previously validated transactions at the same merchant locations after initially reporting the charges as fraudulent. On XX/XX/XXXX, our investigation was concluded and it was determined that no fraud had occurred on your account. A letter indicating this was mailed to you on XX/XX/XXXX. In addition, on XX/XX/XXXX, a letter was mailed to you requesting you contact our Customer Protection Services to provide additional information so that we may continue our investigation. We have no record of you contacting our Customer Protection Services to provide additional information to support your claim. We have reviewed this matter and have confirmed that you have been found to be responsible for the three transactions based on the details of our investigation. Although our investigation of this matter has concluded, if you are able to provide additional information to support your fraud claim, we will be happy to review it. Please contact our Customer Protection Services. Investigators directly with any new information. Investigators can be reached at ( XXXX ) XXXX. Although we consider the transactions to be valid and the dispute investigation resolved, it is a requirement to notify the credit bureau reporting agencies of your request to continue this dispute until you advise us to remove the dispute status. The credit bureau agencies that we report to are : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PA XXXX XXXX XXXX XXXX XXXX Thank you for allowing me the opportunity to be of service. If you require additional assistance in this regard, please feel free to contact me at ( XXXX ) XXXX. I am typically available weekdays from XXXX XXXX. to XXXX XXXX. ( ET ). Sincerely, XXXX XXXX XXXX Senior Associate, Executive Office of Customer Advocacy CC : Consumer Financial Protection Bureau. 

" The Frad department claim that I never made any contact???? '' this is very false ... why would you read me back this letter, when you guys contact me over the phone and i called you guys back was that not voice recorded???? you guys asked me question over the phone and told me if you guys need more information that you guys would contact me again but that never happened ... .so what are you guys hiding from me???? i have followed discover.com direction and they are still accusing me and The executive office isn't any help on how horrible this customer service is ... ..if you gon na call me and try to work with me and then go around and claim that there was never a contact then this company is giving out false information!!!!!

Company response to consumer: Closed with explanation