Consumer complaint received 2023-06-28
Company: DISCOVER BANK
State: ID
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:
I am writing to lodge a formal complaint against Discover for their inadequate handling of a dispute involving XXXX XXXX, a web design company. The dispute pertains to charges made on the following dates : {$150.00} on XX/XX/XXXX for logo design, which was supposed to be included in the website design package. 
{$420.00} on XX/XX/XXXX for hosting services, to which we were denied access. 
{$1900.00} on XX/XX/XXXX for a complete website design package that was not delivered as promised. 

We had worked with XXXX XXXX for several months, hoping for a satisfactory outcome. However, after numerous delays and missed targets, it became clear that XXXX XXXX was incapable of providing the services we paid for. When we raised concerns about the missing features, XXXX XXXX attempted to charge us additional fees to complete the work that was already included in our package. Upon our refusal to pay these unjustified additional charges, XXXX XXXX ceased all communication and unlawfully locked us out of our accounts, disabling access to our paid products and our team 's work. 

In response to XXXX XXXX 's failure to deliver the promised services, we were forced to invest additional resources to independently construct the website. This included the purchase of a new theme and additional tools such as " XXXX XXXX '' and age gate software. 

Most alarmingly, upon recovery of our work and during our efforts to get our site live again, we discovered that XXXX XXXX had embedded malware into our site code. Our new hosting provider, XXXX, identified 32 suspicious files. This issue was not present prior to the lockout of our accounts, suggesting a malicious act by XXXX XXXX. We are now faced with additional cleanup costs to remove this malware. 

Despite providing all this evidence to Discover, they have not adequately reviewed the case and have denied further assistance. Discover initially approved the dispute on XX/XX/XXXX, but closed it in XXXX XXXX 's favor on XX/XX/XXXX. When I provided additional evidence to continue the dispute, Discover responded by stating " We've received your request to continue evaluating your dispute. After reviewing the information you provided, we determined that we've already considered this information or it was insufficient and we could not continue the dispute. '' This response does not correlate to a fair review of the information as they could not have possibly previously reviewed the information provided and the information provided showed clear evidence of malice and unlawful actions by the merchant including consumer fraud. 

In light of these facts, I believe my complaint against Discover 's handling of the dispute is well-founded. The evidence provided paints a clear picture of a financial institution that has failed to adequately review and handle a dispute, resulting in significant disruption and financial loss to our business. 

I look forward to your prompt response and hope for a swift resolution to this matter. 

Best regards, XXXX XXXX

Company response to consumer: Closed with explanation