Consumer complaint received 2022-07-22
Company: DISCOVER BANK
State: FL
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:
On XX/XX/XXXX I received a call from XXXX XXXX XXXX XXXX XXXX XXXX XXXX they introduced themselves as working with XXXX XXXXXXXX XXXX XXXXXXXX XXXX which I am a member of, with covid & lockdowns this deal sounded like a good opportunity for a getaway once the world opened up again. I made the purchase, but when I received an email with a brochure and started looking at the different cruise lines and what was offered, it was clear the sales person lied about what was available as far as cabin suites for a family of XXXX. The company was closed by the time I was able to consult with my family members and decide this wasn't going to work for us. so I had to call to cancel the next day. 

On XXXX I called My XXXX XXXX to cancel, the person I spoke to was XXXX XXXX who tried to convince me to keep the package, but I was adamant that it wasn't going to work for us because the only itinerary we were interested in was XXXX  and none of the cruise lines that offered that route had cabin accommodations that would fit XXXX adults comfortably without using a rollaway bed or wall berths. I was advised by XXXX XXXX that he would put in the cancellation and I would see a credit within 3 days. 

On XX/XX/XXXX I called XXXX XXXX XXXX because there was no credit to my account and no confirmation of the cancelation in my email. When they pulled up the account information and I asked about the cancellation status I was told there was no cancelation request put in and I needed to contact my credit card company. I immediately called Discover Credit card fraud division to dispute the charge and advised them of what happened and the dispute was opened. I didn't receive any correspondence from Discover regarding my dispute until XXXX of XXXX with a denial of the dispute. 
Immediately called Discover to see what happened and the advised that the seller provided them with information needed to validate the transaction. I questioned what information they received and they stated it was signed documents. I did not sign any documents for that company. They forged my signature on their forms and sent them to Discover and also stated that I never tried to contact them after XX/XX/XXXX, conveniently that's the date they fraudulently claim that the cancelation form was signed. I provided Discover with phone records and an email that disprove the seller 's claim. I requested for Discover to email me a copy of the paperwork they received from the seller, they advised they could not email, but they could mail the documents to me. Once I received the documents I went through them and saw that the seller forged my signature on a cancelation document that says they need cancelation done in writing. I also realized that the dispute claim was submitted incorrectly by the Discover representative that I made the initial report with on XX/XX/XXXX. The dispute was entered as a " quality of goods and services '' dispute and not a cancellation as a result of suspected fraud. I received no services or goods from the seller so, I'm not sure why it was submitted that way. 

In XXXX of XXXX Discover advised me that I needed documentation from the seller stating they were willing to give me a credit in order for them to credit my account. I have not been able to reach the seller since XXXX of XXXX. I don't know if they blocked my number or what has happened, but when I call any of their phone numbers the call doesn't go through. I submitted to Discover a copy of the Florida statute regarding cancelation of vacation packages that gives the buyer up to XXXX to cancel without reason. Discover reiterated that they needed correspondence from the seller stating they approve the credit which I am unable to reach anyone there. Discover also provided me with a different phone number for the seller and that phone number ( XXXX ) goes to an automated voice and then after pressing prompts I'm on hold for a little over XXXX minutes, then the call disconnects. I tried this XXXX different times with the exact same results, I'm unable to speak with anyone no matter which prompt I select. Discover has told me that unless I get something in writing from the seller that they will cancel the package, there is nothing they can do for me. Which makes no sense. I cancelled with the seller within XXXX hours of purchase, I disputed the charge with Discover 5 days after purchase because the seller refused to cancel the package. I sent an email on XX/XX/XXXX to the seller upset about the situation, with no response. I received no goods or services from the seller. I thought I did everything needed in order to resolve this because Discover never told me that I needed correspondence from the seller stating they were willing to cancel the package prior to XX/XX/XXXX, AFTER they denied the dispute.

Company response to consumer: Closed with explanation