Consumer complaint received 2023-09-07
Company: DISCOVER BANK
State: MN
Product: Credit 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:
Dear Consumer Financial Protection Bureau, I hope this letter finds you well. I am writing to file a complaint against Discover Card regarding a recent dispute I filed related to a purchase I made on XX/XX/2023. The transaction in question was made with my Discover Card, and it was for the purchase of XXXX and XXXX trading cards and a case, totaling {$320.00}. 

The package was delivered to me on XX/XX/2023, but to my dismay, the box was severely damaged during transit, resulting in significant damage to the trading cards inside. I immediately contacted Discover Card to report the issue and initiated XXXX disputes, providing them with all the necessary evidence, including photographs of the damaged box and cards, as well as any other relevant documentation. 

However, despite my best efforts to provide comprehensive evidence and details of the situation, Discover Card declined both disputes, leaving me in a difficult situation where I have neither received a refund nor the products I paid for. This decision by Discover Card has caused me financial distress and significant frustration. 

As a loyal Discover Card customer, I expected a prompt and fair resolution of this dispute, especially given the clear evidence of the damaged purchase and the promises of consumer protection often associated with credit card companies. 

I kindly request the Consumer Financial Protection Bureau to intervene and assist in resolving this matter promptly. I hope that your intervention will result in a fair and satisfactory resolution to this dispute. I believe it is imperative that Discover Card reevaluates the declined disputes and ensures a just outcome. 

Thank you for your attention to this matter. I am looking forward to a timely and positive resolution to this complaint. Please do not hesitate to contact me should you require any further information or assistance. 
I promptly contacted XXXX and XXXX ' customer support to report the issue and seek a resolution. 

Despite multiple attempts to communicate with their customer support team via email, I received no response. This lack of communication and unresponsiveness from the company only added to my frustration and disappointment. 

Furthermore, they initially offered me a full {$320.00} store credit as compensation for the damaged purchase, but I have yet to receive any such credit. I have provided all the necessary evidence, including photographs of the damaged box and cards, as well as any other relevant documentation, as requested by their support team. Unfortunately, it seems they are unwilling to acknowledge the evidence provided. 

To make matters worse, it came to my attention that XXXX and XXXX somehow misplaced the case with all my evidence, which only exacerbates my concerns about their business practices and the handling of customer complaints. 

In addition to the issues with XXXX and XXXX, I also encountered problems with Discover, my credit card provider, in resolving this matter. I filed XXXX disputes with Discover regarding this transaction, providing them with all the evidence and details of the situation. However, to my surprise, Discover declined both disputes, leaving me in a difficult situation where I have neither received a refund nor the products I paid for.

Company response to consumer: Closed with explanation