Consumer complaint received 2021-03-07
Company: DISCOVER BANK
State: IL
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 ordered two XXXX watches from XXXX 's online store - at the time of purchase, when I created a new account, I received an email stating that a 25 % discount coupon was added to my wallet. However, I tried multiple times and the online store wouldn't allow me to retrieve the coupon and so I put the order thru ( using XXXX as the payment gateway on my XXXX Credit Card ) and immediately contacted one of their online agents who advised that due to a system glitch, the coupon was not applied, but he manually adjusted the order value and confirmed that the coupon was applied and I would receive a confirmation email within 24hrs confirming the adjustment. That never happened, so I ended up speaking with multiple XXXX 's agents over a period of 10 days who all confirmed that the 25 % discount has been applied on their end and that I would have to wait till the items were shipped out ( XXXX 's event triggered a revised invoice at the time of dispatch which had the 25 % adjustment ) and then someone from their team ( by the name of XXXX ) would be in touch to manually issue the 25 % refund to my credit card. That never happened, so I reached out to XXXX 's phone agents for assistance but they were unable to retrieve any of the online chats, so refused to assist. I then reached out to XXXX and lodged a dispute with them - at the time of dispute, XXXX issued a provisional credit of {$490.00} on XX/XX/XXXX with the condition being that the credit would be reversed if the case was not decided in my favor. This provisional credit reflected in my credit card statement. However, they didn't investigate the dispute thoroughly and declined my dispute stating the transaction was authorized ( when the dispute lodged with XXXX was under the category of " incorrect '' amount charged by the merchant ). I appealed the decision twice with them, but they yet declined. On XX/XX/XXXX, XXXX sent an email stating that the provisional credit that was applied was now going to be reversed in the form of a negative balance on my XXXX which I then would have to pay thru my bank account by adding money to my XXXX account. Here 's XXXX 's notice of debit : XXXX Notice of Debit We previously issued you a provisional credit as of XX/XX/XXXX for yourtransaction ( s ). We now need to debit the full amount of the transaction ( s ) in the amount of {$490.00} USD from your XXXX account. This debit will occur on XX/XX/XXXX. We will email you, to let you know when this debit is complete. 

You May Need to Add Money to Your Account If there's not enough money in your XXXX account to cover the full amount of the transaction ( s ), please add money to your XXXX balance. If there's not enough money in your XXXX account to cover this debit, it may result in a negative balance and possible limitations to your XXXX account. To add money, simply log in to your XXXX account and click Add Money on your Account Overview page. 
============================== So I then lodged a dispute with Discover Credit Card team and asked them to investigate and provided them all the possible documents. They applied a provisional credit in a week 's time and on XX/XX/XXXX, I received the below email : ========================= We're writing to inform you that XXXX XXXX XXXX issued a credit for the disputed transaction that we also previously credited. This means your account has been credited twice for the same transaction. To correct this, we have reversed our previous credit, which you will see on your next billing statement. 
========================= I immediately reached out to their disputes team on XX/XX/XXXX via chat and XX/XX/XXXX via phone, and explained to them as to why they were seeing a credit from XXXX on the statement and also walked them thru the XXXX 's notice of debit policy and advised them that XXXX had reversed the provisional credit in the form of a debit on my XXXX account, which I had to pay thru my Discover checkings account. I even asked them to validate this thru my Discover checkings account as well, but the phone agent repeatedly kept insisting that coz they were only seeing a credit on my statement, they were treating this as a permanent credit and therefore the case was not decided in my favor - irrespective of how XXXX goes about with their policy of reversal of provisional credit.

Company response to consumer: Closed with explanation