Consumer complaint received 2023-10-15
Company: DISCOVER BANK
State: TN
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:
XX/XX/XXXX -Received an email from Discover with subject line " One of your recurring charges seems different ''. Upon reading the email I saw that the charge was for " DISCOVERPAYMENTPROTECTION '' which I don't recall ever signing up for. 
-I first attempted to discuss this issue with a representative via the chat, but after the initial representative stated that they were sending my case to another representative who could better assist I never received another response.

-I then called to attempt speaking with someone. The first representative I spoke with verbalized over the phone that she sees where I agreed to enroll in the payment protection plan in XX/XX/XXXX. I asked for documentation/confirmation of this enrollment to be sent to me because I don't recall having that agreeing to this program over a decade ago. I also asked that the payment protection plan be cancelled immediately. She says that she cancelled the plan and then shared that she was transferring me to the " supervisor '' who could help me get the documentation/confirmation of enrollment that I was asking for. After being placed on hold multiple times, the final representative I spoke with shared that she couldn't see anything in her system more than 7 years ago so she couldn't provide this documentation. Though the representatives have both stated that they can see where I supposedly agreed to this enrollment 13 years ago. She then states that another " supervisor '' would call me back in 24-48 hours to assist as they can look back further in the system. Though I didn't believe at all that someone would call me back I said okay and we ended the call.

-A few minutes later, I realized I didn't receive any confirmation that this payment protection plan was actually cancelled besides the representative saying she did so on the phone. I call back to request an email confirmation or some sort of proof that the payment protection plan enrollment was canceled. The representative stated that I should've received an email confirmation shortly after it was cancelled and that she can see in the system where the confirmation email was sent. I shared that I hadn't received any email in my inbox nor my junk/spam box. She repeatedly asked if my email was correct in my account and I said yes, stating that I had just made a payment and received the confirmation email for the payment as I normally do. She placed on hold multiple times stating that she was trying to figure out how to resend the confirmation email. She ultimately could not figure out how to simply resend a confirmation email and stated it would take up to 72 hours before I would receive it as she will need some assistance. As ridiculous as that sounded, I was more convinced that this company was trying to play games with me so I became very upset and asked to cancel my account with them. After trying to make me reconsider, she finally transferred me to someone who could cancel the account. The next representative closed my account, but not before trying to convince me to remain an account holder despite all of the complete XXXX  they are currently putting me through. 
XXXXThey denied me the refund because I supposedly voluntarily enrolled in this payment protection plan, of which they can't provide any documention/confirmation of my signed agreement to be billed every month for this plan. Though somehow they can " see '' in their system where I agreed to enrollment. The cherry on top is them lying about sending an email confirmation regarding my cancellation of said payment protection plan. Discover should truly be ashamed of themselves. I want those charges refunded.

Company response to consumer: Closed with monetary relief