Consumer complaint received 2023-10-23
Company: DISCOVER BANK
State: OR
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:
I am writing to provide further details regarding Discover Card 's handling of my dispute concerning charges associated with the merchant, XXXX. The core issue extends beyond the disputed charges ; it is about Discover Card 's inconsistent communication, evasion of direct questions, and lack of transparency throughout the process. 

Summary of Discover Card 's Inadequacies in Handling My Dispute : Evasion and Deflection : Throughout my interactions, Discover Card consistently dodged direct questions, often changing the subject or providing generic responses that did not address the specific issues raised. This approach is not only unprofessional but also undermines the trustworthiness of the institution. 

Contradictory Statements Regarding Merchant Response : A glaring inconsistency arose when an employee from Discover Card indicated that they had received a response from XXXX concerning the dispute. However, a subsequent conversation with a Discover Card manager revealed that they had not received any such response. This contradiction is pivotal, as their initial claim was a significant basis for their preliminary decision. 

Failure to Address Key Points in My Evidence : I furnished Discover Card with a robust collection of evidence to support my claims, including voice recordings of conversations that highlight Discover Card 's inconsistent and contradictory responses. Despite presenting this evidence, Discover Card failed to adequately address or refute the points raised, essentially overlooking the crux of my complaint. 

Absence of Evidence from XXXX : While I provided a wealth of evidence supporting my position, XXXX has not presented any documentation or evidence to counter my claims. Despite this lack of counter-evidence, Discover Card 's decision seemed to unduly favor the merchant. 

Core Concerns with Discover Card 's Handling of the Dispute : Evasive Conduct : Throughout the dispute resolution process, rather than addressing my concerns head-on, Discover Card resorted to evasive tactics, sidestepping key issues, and failing to provide clear answers. Their approach not only lacked professionalism but also frustrated the resolution process. 

Dodging Responsibility : Despite presenting a wealth of evidence to support my claims, Discover Card exhibited an inclination to shirk responsibility. Instead of examining the evidence objectively, they seemingly sought ways to absolve themselves of any obligation to rectify the situation. 

Breach of Contractual Obligation : As a credit card company, Discover Card has a contractual obligation to act in the best interests of their customers, particularly in shielding them from potential frauds. Their handling of my dispute clearly demonstrates a lapse in this duty, exposing me to financial harm and undue distress. 

Misrepresentation of Merchant Response : A pivotal inconsistency arose in their communications. I was initially informed that a response had been received from XXXX. However, upon escalation and further probing, it became evident from a manager at Discover Card that no such response was ever received from the merchant. This blatant contradiction calls into question Discover Card 's transparency and integrity in the dispute resolution process. 

Now I am providing concrete evidence that Discover Custtomer Service lie about they received response from merchant while they did NOT receive anything, it was not my words, it was Discover Manager 's word. and here is the recording of the conversation XXXX XXXX XXXX XXXX and this is the XXXX XXXX XXXX complaints that this merchant received and you can clearly see it was a scam business using the exact same patented fraudulent tactic on everyone XXXX XXXX XXXXXXXX Given the outlined issues, I urge the CFPB to : Conduct a deeper investigation into the inconsistent and evasive actions of Discover Card. 
Ensure that financial institutions provide clear, consistent, and transparent communication to their consumers, especially when disputes are concerned. 
Direct Discover Card to furnish a clear and specific response that addresses each point of contention, rather than offering generic or evasive replies. 
Thank you for your dedication to protecting the rights and interests of consumers. I trust that the CFPB will address this matter with the seriousness and diligence it warrants.

Company response to consumer: Closed with explanation