Consumer complaint received 2023-02-16
Company: DISCOVER BANK
State: CA
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/2022 I purchased two pairs of shoes from XXXX in the amount of {$2400.00}. I used my Discover card and paid through XXXX. The payment was made in two separate charges I assume, as the shoes were going to be shipped out. 
On XX/XX/XXXX I had a charge of {$1200.00}. and again on XX/XX/XXXX I had another charge of {$1200.00}. 
The shoes arrived on XX/XX/XXXX. I however decided that they did not fit, and I needed to return them, which I did that day, at XXXX. Which I have the receipt for the drop off. I also do have screenshots from XXXX that the items were returned back to XXXX and signed for in their warehouse two separate packages as they were shipped in two separate packages and had to go back into separate packages. They were signed for by XXXX. 
On XX/XX/2022 I received one refund through XXXX on my Discover card and the amount of {$1200.00}. I kept waiting for the other refund for the other pair of shoes to be applied to my account. However that did not happen. I did contact XXXX and they told me that the refund fell out of their system. And that they would figure out what was going on and I would get my refund soon. 
I waited a few weeks and nothing happened. So I contacted Discover card to start a dispute process. 
That took some time, and then eventually, I was told that the dispute was in XXXX favor that the charges were legitimate. 
And I knew that this wasnt true, because I had proof that I was charged for two pairs of shoes, and returned two pairs of shoes. 
They asked for documentation that I returned the two pairs of shoes. I sent them copies of my XXXX, drop off receipt and of the proof of delivery to XXXX as they requested. 
And again they denied me. 
So I contacted XXXX again to see if this could be resolved, because every time that Discover card would say its a legitimate charge I would continue the dispute, because I know it is not a legitimate charge. Because I returned the items and I was only refunded for one of them. 
So just recently again Ive been contacting XXXX and they state that there was some sort of an error and that they were only able to charge me one of the {$1200.00} that only one of the payments went through. Now they provided some documentation on their end showing that they were only able to capture one payment and they refunded that which I am not denying the one refund on XX/XX/2022. 
I spoke with XXXX. XXXX says that that is not true that XXXX received the two payments each of {$1200.00} one on XX/XX/XXXX and one on XX/XX/2022. 
I again spoke to Discover card and told them what happened how XXXX is stating that they only got the one payment but thats not true because I have two charges on my XXXX and on my Discover card and I sent them copies of each of the charges. I also contacted XXXX again and provided them with copies of both my XXXX and my Discover card showing the two charges and also the one refund. And they are completely denying that the other charge went through on XX/XX/2022. 
I have documentation of everyone I have ever spoke to you at Discover card at XXXX at XXXX. 
I cant seem to get anyone to help me. Now Im stuck with a credit card bill of {$1200.00} that I have to pay. I dont have the money and I dont have the shoes. Although I have proof that these charges are on my credit card, and then I only have one refund I also have proof and written proof from XXXX that yes, I returned the two pairs of shoes. So I dont understand why I dont have the refund. And XXXX wont help me because they say its past their 180 days to help me although Ive been working with Discover card trying to get them to help me as they are my banking institution so I thought that I needed to work with them. And they told me basically theres nothing that they can do that. Theyve escalated it as high as they can. And then they reapplied the charge on my account. Please help me I am begging you. I have been a 25+ year customer of Discover card, and I have never had an issue.

Company response to consumer: Closed with monetary relief