Consumer complaint received 2020-09-24
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:
XX/XX/XXXX : 4 Fraudulent transactions were made through XXXX to my Discover Card. My XXXX / XXXX Account possibly the merchant " XXXX '' 's account were compromised and fraudulent transactions ( listed below ) were made : Fri XX/XX/2020 XXXX XXXX XXXX CA SECURITY DISPUTE ADJUSTMENT {$370.00} Fri XX/XX/2020 XXXX XXXX XXXX CA SECURITY DISPUTE ADJUSTMENT {$370.00} Fri XX/XX/2020 XXXX XXXX XXXX CA SECURITY DISPUTE ADJUSTMENT {$470.00} Fri XX/XX/2020 XXXX XXXX XXXX CA SECURITY DISPUTE ADJUSTMENT {$470.00} I contacted my credit card company and initiated a fraudulent transaction dispute. I was told I had Zero liability and my money would be refunded. 

Today I looked at my Discover card and had a very large balance. I contacted the investigations unit and was told that the dispute was closed NOT in my favor. 

The Investigator - XXXX - told me that the reason my fraudulent claim was denied was because they noticed valid past transactions with the merchant. I spoke to XXXX further - and not only did they mess up the associated transactions in the dispute - they did not take my evidence into account at all. Please see below : 1 ) XXXX ( the investigator ) told me that the initial investigator included  transactions that I made with this merchant in XXXX and XXXX of 2020 as fraudulent. I specifically told the initial investigator when he called me on the phone that the XXXX and XXXX transactions were VALID and only the 4 transactions from XX/XX/XXXX were fraudulent. So the VALID transactions were included in the fraudulent dispute which they should not have been. I told the initial investigator that I had previously done business with this merchant and have no idea why they included the VALID transactions. 

2 ) I told the initial investigator that I had proof from my XXXX XXXX account XXXX which is linked to my XXXX / XXXX account ) and also proof from XXXX via e-mail 's that they sent to me telling me that they noticed suspicious activities on my account. I had to provide XXXX and also XXXX with identification in order for them to restore my accounts. When I told the investigator I had this evidence and said I could send it to him - he told me there was no need to provide this evidence. XXXX ( the investigator I spoke to today ) said he had no idea why the initial investigator would tell me not to fax them my evidence. I asked XXXX to open an Appeal on my behalf and provided them this evidence today via FAX. 

Not only did they get the entire investigation wrong by including Valid transactions with fraudulent ones they did not even take any of my evidence into account. The reason for them denying the claim ( they said it was because they noticed previous activity with the merchant on my account ) does not make any sense at all because I specifically told the initial investigator that I had dealt with this merchant before.

Company response to consumer: Closed with explanation