Consumer complaint received 2023-08-10
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/23 I placed an internet order with XXXX XXXX for five items totaling {$390.00} ( including shipping ). I canceled two items on XX/XX/23 and was refunded {$150.00} on XX/XX/23. The remaining three items were shipped and delivered on XX/XX/23. All three items showed quality control issues ( not as pictured or described, ie, defective ). Since the items are meant for display, the defects defeat the purpose for which they were intended. According to XXXX XXXX 's website, returns are allowed for any reason and refunds/exchanges are offered for defective products within 30 days of receipt. I emailed them on XX/XX/23 regarding the defects and provided photos ; they did not respond. I emailed them again on XX/XX/23 and there was still no reply. I submitted a claim to Discover on XX/XX/23 with the reason that the quality of goods or services was not as expected or advertised. On XX/XX/23, Discover notified me that they could not continue further with the investigation on my behalf and to contact the merchant directly. During a chat with Discover on XX/XX/23, the agent stated that the case was closed because they did not receive documents showing the items were returned. I replied that I could not obtain a return authorization since XXXX XXXX  did not reply to my emails and the agent said that they can not force a merchant to accept a return. I inquired about asserting claims and defenses but the agent said there is nothing else we can do for me. On XX/XX/23 I mailed a package to Discover with documentation asserting claims and defenses. On XX/XX/23 Discover replied that they received my request and we've already considered this information and could not continue the dispute. On XX/XX/23 I initiated a chat that ultimately went through two agents and two supervisors, all of whom provided the same canned response indicating that they required documentation that shows you have completed a return. I noted that I would pay the outstanding balance out of duress since it was obvious that they were not going to help me and would charge me late fees/finance charges. On XX/XX/23 I received notification from XXXX XXXX regarding a notice on my credit report from Discover ; when I checked, I saw that my credit score had also dropped. 

Per my state ( California ) 's Attorney General 's consumer credit card page, You can assert claims and defenses with your credit card company if something you bought for your personal, family, or household use is not how it was represented as being and the seller refuses to fix the issue. I provided documentation showing that I tried to resolve the problem with XXXX XXXX  directly and that they refused to remedy the problem. Discover infringed my rights to assert claims and defenses by making a remark on my credit report which lowered my score and by forcing me to pay under threat of late fees and finance charges.

Company response to consumer: Closed with non-monetary relief