Consumer complaint received 2021-10-24
Company: DISCOVER BANK
State: NY
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: Card was charged for something you did not purchase with the card

Complaint:
I was retreated extremely unfairly by Discover Card and one of their representatives. 

After XXXX  on XX/XX/XXXX, my entire wallet went missing from my purse while I was out with friends. Inside of my wallet, I had my Discover Card, XXXX XXXX, an old school ID, my driver 's license, my insurance cards, my XXXX  debit card ( which wasn't activated ). I also had a metrocard in there, along with some business cards and some receipts. 

On XX/XX/XXXX at XXXX, I received a fraud alert from XXXX XXXX a charge of {$920.00} was attempted on my account at a money transferring service called " XXXX XXXX XXXX '' - I immediately reported it fraud and checked on my Discover Card as well. Sure enough, there is a temp auth of the same mount, {$920.00} on my Discover card. I immediately logged into my Discover account via the mobile app to freeze the account so that the perp can not make any more charges and called Discover Card. I was on hold for a very very very long time before getting someone - I would say 40 minutes or so. When I finally got someone they told me I wasn't liable for the charge- whew! 

On XX/XX/XXXX, I looked at the Discover statement, and the charge was back on my account! I called them and spoke with a " securities '' rep. She berated me and basically told me that they have determined that this was not fraud, that the merchant supplied my phone number and email address, and questioned me in a condescending tone, " well, if you didn't make this charge, then how could they have your email and phone number?? '' I was shell shocked at that moment! I felt violated both by the perp having access to my personal information and also feeling like I was being interrogated by my own bank representative. She also questioned why I didn't file a police report, and that this whole thing seems odd and suspicious coming from my end. In retrospect, YOU are the fraud department - YOU TELL ME how the perp got my personal info!! 

Discover rep also questioned why it took me over 30 minutes between freezing my account online and reporting this fraud -- really??? If you didn't have that hold time, I wouldn't need to have waited over 30 minutes! I alerted Discover of this IMMEDIATELY hoping they would block the charge from coming in and was on hold! 


I have been a Discover card customer since XXXX - for 17 years! I believe I had this particular card since XXXX. I also have a savings account, checking account, a CD and an IRA with them. For a loyal customer of 17 years who has never filed fraud before, this is how they MISTREATED me. 

The Discover rep also told me that they sent letters to me during their " investigation '' - I never received a single letter of trying to get in touch with me. However, despite not receiving any letter regarding the investigation, I sure received a letter about closing my complaint that says " Upon reviewing the facts of the case, it has been determined that no fraud occurred on your account. You will be responsible for the entire balance on the account ''

Company response to consumer: Closed with explanation