Consumer complaint received 2023-09-08
Company: DISCOVER BANK
State: MD
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:
Unable to Dispute Online We're sorry, this dispute can not be processed online. Please call XXXX ( XXXX XXXX ) to submit this dispute. 

Discover Hi, my name is XXXX from the XXXX XXXX I would be happy to assist you, hang tight while I get your account pulled up. 
Hi XXXX! 
35 minutes ago Agent profile picture Discover you are inquiring about a dispute correct and not able to process it online?

Yup yup 33 minutes ago Agent profile picture Discover I definitely understand and what is the dispute amount and date? 
XX/XX/XXXX {$4.00} 32 minutes ago Agent profile picture Discover Okay, I located this XXXXXXXX XXXX XXXX XXXX XXXX XXXX for {$4.00}. Can you provide more details on why you are disputing this transaction? 
Yes, I ordered a medium rare burger with well done fries but the burger instead of the fries was well done I complained to XXXX XXXX  on XX/XX/XXXX but never heard back 28 minutes ago Agent profile picture Discover I definitely understand and have you followed back up since XX/XX/XXXX? I ask because merchants can always provide a quicker turn around with refunds, it can take us 30 days or longer before this resolved. 
They only have an online form XXXX XXXX XXXX No phone no. or email address I don't think I've ever heard back from XXXX XXXX  XXXX minutes ago Agent profile picture Discover Definitely understand, give me one moment, please hang tight.

Thanks!

20 minutes ago Agent profile picture Discover We are welcome! I'm really sorry to hear about the situation with your food order, that sounds really disappointing! To help guide you, for this type of situation we do encourage you to continue reaching out directly to the restaurant. We are unable to dispute this since the merchant provided the food item. Although, I understand you feel the food was not up to par. We hope as you continue to work with them that they can make you the proper food order, up to your satisfaction. Or find a more whole solution. Do you have any questions?

Yes, I didn't receive medium rare or well done fries though Today Besides, the burger was {$14.00} plus tax but the dispute amount is only {$4.00} I didn't receive the food products I ordered.

Also, the order was to go so I couldn't complain to them in real time And I've already waited almost 8 months for them to get back to me 12 minutes ago Agent profile picture Discover We apologize, you was unhappy with the order you received was not what you wanted from back XX/XX/XXXX for medium rare burger with well done fries but the burger instead of the fries was well done. We recommend you visit the merchant store and request for a refund for {$4.00}. If they agree to a refund please contact us back to review more options This is the merchant contact number. XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  Could I speak to someone else?

Discover card is my last resort and I'm entitled to the right to dispute this charge I'm getting upset 10 minutes ago Agent profile picture Discover We understand wanting to speak to someone else and know this situation has been frustrating for you. I apologize I am unable to transfer you to another representative. I will be happy to assist you moving forward, recommend you contact the merchant and request for a refund in person, since you filed a complained to XXXX XXXX  on XX/XX/XXXX but never heard back You're not helpful at all 8 minutes ago Agent profile picture Discover We thank you for your time today, and would need details of the merchant agreeing to a refund to move forward with a dispute case for {$4.00}. Thank you for your feedback, I've noted your concerns. We appreciate you sharing because it helps us to continually improve our customer 's experience.

I have the right to dispute charges on my Discover card and you're not letting me exercise my right If the merchant had responded to me, I wouldn't be chatting with you I would like to file a complaint against you 8 minutes ago Agent profile picture Discover Yes, I will write up a feedback for a complaint for me. The charge was a food purchase that you received and was unhappy do to the fact that it was well done burger instead of the fries was well done. When you wanted medium rare burger with well done fries. We are unable to dispute this since the merchant provided the food item.

But the merchant didn't cook to my specifications Please transfer me to a supervisor 2 minutes ago Agent profile picture 2 minutes ago Discover We apologize to hear this again, recommend you contact the merchant XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, beside using the online link to the merchant. Thank you for your time today, and I would like you to enjoy the rest of your evening! 
I have forwarded your request to a supervisor. While there is not a supervisor available at this time, they will reply to you in this message thread to assist you further within 2 business days. 
XXXX is not even a local area code

Company response to consumer: Closed with explanation