Consumer complaint received 2016-01-14
Company: DISCOVER BANK
State: TX
Product: Credit card
Issue: Advertising and marketing

Complaint:
Hi, I 'm filing a complaint against Discover for deceptive and false advertising/marketing. Discover as part of their " built-in '' card benefits, offers their members Price Protection. " Shop with confidence now. Do n't miss out on the sale price later. If you see an item you purchased at any store at a lower price within 90 days, Discover will cover the difference. '' I purchased an item from XXXX on XXXX XXXX, XXXX using my Discover card and found a lower price for that same item on XXXX XXXX, XXXX. I called Discover on XXXX XXXX, XXXX to file a claim. Discover transferred me to their Benefits Department to file the claim. When I spoke to the Benefits Department representative, they informed me I was outside the 90 day period. I informed the representative, I was n't, I was within 90 days. I called Discover back and the Discover representative counted the days and confirmed I was indeed within the 90 days. ( please see Discover customer service notes and/or phone log to confirm this ). The Discover representative asked to transfer me ; however, I had to get back to work. 

I later called Discover back to file a Price Protection Claim on XXXX XXXX, XXXX. Once again I was transferred to Discovers Benefit Department, where they confirmed I was now outside the 90 day period because 2 days had gone by already. I informed them I tried filing a claim on XXXX XXXX, XXXX, while I was within the 90 day period. Discover 's Benefits Department refused to allow me to file a claim. I called Discover multiple times to try to get this issue resolved due to the original error being on their end ( error being when I called XXXX XXXX, XXXX within the 90 day period, only to be incorrectly told I was n't ). Additionally, when I called Discover each time, it seemed each supervisor I spoke with was unaware or not fully informed of how Discover 's " built-in '' benefits work, are handled, or administered. Furthermore, when I called on XXXX XXXX, XXXX, XXXX of the supervisors I spoke with documented that I was indeed within 90 days when I originally called on XXXX XXXX, XXXX. Discover was unhelpful, explaining they ca n't do anything due to Price Protection being administered by a Third Party. I asked how I can file a complained, which they were very vague about. I then asked how I could follow a complaint with the Consumer Financial Protection Bureau for deceptive and false adverting/marketing and they did n't know what I was talking about and did not provide that information. 

Discover is being deceptive in their practices as well as providing false advertising/marketing on their " built-in '' card benefits. Discover 's deception is shown through their less than adequate knowledge of how their " built-in '' benefits work and falsely advertising and marketing of those " built-in '' benefits. Discover offer their members built-in '' benefits ; however, when it comes to filing a claim and/or have an issue with the claim, they are unable/unwilling to assist. Individuals enroll with Discover not only for the card, but for the benefits they offer. By Discover not following through on their promise or by fulfilling the " built-in '' benefits they advertise and market to their customer they are being deceptive. 

Original Purchase Date : XXXX XXXX, XXXX Date lower price found : XXXX XXXX, XXXX Date I called to file a claim : XXXX XXXX, XXXX Number of Days from Purchase Date to Lower Price Found XXXX 31 days - 13 days = 18 days XXXX 30 days XXXX 31 Days XXXX 5 Days Total Days = XXXX Number of Days from Purchase Date to Call to File Claim XXXX 31 days - 13 days = 18 days XXXX 30 days XXXX 31 Days XXXX 11 Days Total Days = XXXX

Company response to consumer: Closed with non-monetary relief