Consumer complaint received 2023-10-08
Company: DISCOVER BANK
State: CO
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/, I went to XXXX to purchase a vacation package that included lodging, airfare, and shuttle service. I went through the steps on XXXX website including choosing the resort, the airline, and the airport shuttle service. I chose Frontier Airlines since they provided a direct flight from XXXX, Colorado to XXXX, XXXX. As part of the purchase, I entered my credit card information. I completed my purchase and got a message from XXXX that the purchase was rejected as the package was no longer available. 

At the end of XXXXXXXX XXXX  I reviewed my XXXXXXXX XXXX  credit card statement and it showed a purchase to Frontier Airlines in the amount of {$220.00} on XXXX XXXX XXXX 

I attempted to contact Frontier Airlines but they would not speak to me since I did not purchase airfare directly from them. They told me that I needed to contact my booking company ( XXXX ) to resolve the matter. 

I contacted XXXX and shared that, although they rejected my purchase, my credit card was still charged {$220.00} by Frontier Airlines. They confirmed that the purchase was rejected and that I should not have been charged for anything. I told them that I was, in fact, charged by Frontier Airlines. They said they would escalate this situation to the accounting department and get back to me within 48 hours. They also gave me a case number for this situation. They did not get back to me and I contacted them again a week later. I was hung up on multiple times by XXXX and when I was finally not disconnected, they said it was still under review by the accounting department. I have contacted them an additional four times and was told each time that they would escalate this to the accounting department. 

In the meantime, I contacted XXXX XXXX and stated that I had been charged for a flight that I never booked and never took. In fact, I never received an e-mail from Frontier Airlines. XXXX XXXX issued a dispute to Frontier Airlines. About two weeks later, XXXX XXXX contacted me and stated that Frontier Airlines submitted documentation stating that the flight was booked and cancelled on the same day. I have attached the documentation that XXXX XXXX sent to me. XXXX XXXX stated that the charge would stand unless I can provide additional documentation from XXXX stating that the charge was, in fact, rejected so they could pursue that with Frontier Airlines. 

I contacted XXXX again on XXXX XXXX XXXX and stated that the charge was still issued and never reversed even though I was assured the last time that I had contacted XXXX that I would get a credit in 3-7 business days. I told XXXX that I needed an e-mail sent to me stating that the package I had booked with them was rejected so that I could share that with my credit card company. XXXX stated they do not have anyway of sending me a verification of the rejection. They said they dont have an e-mail address to do that ( even though I had to send them documentation that XXXX XXXX sent to me about the Frontier Airline purchase ). 

Neither XXXX nor Frontier Airlines has taken responsibility for their actions regarding this situation. I have tried relentlessly and unsuccessfully to get the charge reversed as I never should have been charged when the entire package was rejected by XXXX. I am not sure what else I can do to hold the companies accountable and get my money back.

Company response to consumer: Closed with explanation