Consumer complaint received 2021-09-27
Company: DISCOVER BANK
State: PA
Product: Credit card or prepaid 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:
Our credit card was used for fraud charges through XXXX from the end of XXXX through XXXX.We started out as disputing the charges with discover card then we were told by discover that we had to go through the fraud department. My husband had an account through XXXX, where he did sports betting a few times, but that was it. My husband 's discover card and his XXXX XXXX card got compromised through his XXXX account and our discover card got charged over {$5800.00}. We tried to call XXXX with no response so we continued working with discover. We started the disputes in the beginning of XXXX for all of the charges from XXXX to then be told that we had to go through the fraud department. We filed through the fraud department in XXXX after 2 months of this going on with discover. We were told we had to go through XXXX. We were told it was not fraud the end of XXXX because my husband had an account with XXXX. Why do we have 24 hour protection? Just because someone has an account doesn't mean someone can't hack into your credit card. We continued disputing with discover for over a month going back and forth and being told it was not fraud but they were going to continue to investigate. At the beginning of XXXX we called for the 5th time in over a month to discover and were told that they did not investigate all of the {$5800.00} that they were told to investigate and they were going to look into it more. They put a hold ion our account for the transactions and did not make us pay anything after being on the phone with them for 3 hours. They told us we had a credit for XXXX and something they were putting on our account for some of the XXXX charges from the billing department, to later be told the middle of XXXX that it once again wasn't fraud because my husband had an account. The billing department said they found a lot of the charges in our favor and said that XXXX did not answer a lot of the disputes and this was why. It all came from the same account that my husband had through XXXX where he was hacked. Shouldn't all of the charges be forgiven then? We have called 3 times after this and have not paid our payment that was due XX/XX/XXXX and we are not paying anything until this is resolved. There are still {$1900.00} charges that are fraud on our discover credit card that discover is refusing to do anything about and is telling us we need new evidence to open up the case again and have to go through XXXX. I'm tired of dealing with this because it has been ongoing since XXXX and discover has not been any help. We are supposed to have 24 hour fraud protection and just because someone has an account doesn't mean they can't get hacked ; it happens everywhere all the time. If you could be of any help it would be greatly appreciated. After this mess is over with we are cancelling our discover card because of the way we were treated and we will not recommend them to any one again.

Company response to consumer: Closed with explanation