Consumer complaint received 2023-11-03
Company: DISCOVER BANK
State: FL
Product: Credit 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 realized my discover credit card was being used by someone else after receiving a XXXX XXXX alert of a high balance in my account. I was surprised as I had logged into my account several times and nothing showed, my balance was {$0.00}. Never did I receive an alert from the bank about the constant used or used outside of my location. I contacted the bank to my surprise there were over XXXX in charges of most were not done by me. I explained to them that I had also checked my other banks and another credit card and debit card were used so I was dealing with multiple banks. There were tons of charges to which the discover representative disputes for me. This was back in XXXX. I started to receive letters from discover credit card requesting information to which I responded and sent police report. About a month or more into the investigation I received multiple letters stating my claims were approved to my favor and that a credit placed in my account would be permanent. My credit balance would constantly be changing, this was affecting my credit score a lot. I never have accurate information on my balance or transactions. Which made the entire process very confusing and I had to constantly check my account. I tried not using the card much because of this, because of the lack of accuracy on their part with the statement information. Last week I log in to check my balance and I see it went up to over {$4000.00} and I see all of the charges that I was told via letters from them were approved being put back into my account. So I called right away and they tell me that they were denied. I hadnt received any letters or them being denied, of the reason for the denial so after being transferred 6 times I speak to a rep who explains to me that because of 4 reason,4 transactions ALL of my claims were denied. She explained 4 of the many transactions the merchant replied so because of those 4 reasons ALL of my claims were denied.one of the reasons was that I logged in to my account the same day one of the transactions were done, I told her thats exactly the issue!! No transactions were reflecting on my account and I have proof because I took a screenshot showing my account at XXXX XXXX day I received the alert. I explained to her that when I called the representative submitted the claims I barely spoke and if there were any claims made in error they were not on my part and that fraud was even done in another county. I asked for a letter with the reasons for the denied claims they denied that, I also asked for proof of the 4 so transactions that were proven mine they said all they could do is send me the transaction information. I received one letter with one transaction. This bank isnt protecting my funds and hurting my credit a lot with their mixed information. All the other banks I had fraud in received the same information from me and everything was resolved within a month. Discover credit card sends me letters to not worry that all was approved in my favor and with no warning or letter put all the fraudulent charges back to my account. I need the charges that they could not proof were mine taken off.

Company response to consumer: Closed with explanation