Consumer complaint received 2021-06-26
Company: DISCOVER BANK
State: OH
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2020, through a third party ( XXXX ), with my Discover credit card through XXXX, I purchased a hotel reservation for the dates of XXXX XXXX XXXX at the XXXX XXXX XXXX in the amount of {$1100.00}. On XX/XX/2020 due to the Covid pandemic, XXXX XXXX XXXX and its XXXX closed. I contacted XXXX requesting a refund and it was denied. I sent multiple correspondence requesting a refund or a credit to use at a later date and was denied. I filed a dispute and complaint for a refund from my Discover card stating that I did not receive this reservation because the resort was closed. According to XXXX 's terms and policies ( which I will attach ) if the hotel is closed, XXXX and its supplier will find me equal accommodations. Since this was not possible, XXXX was to refund my money, which they did not. Discover, investigated my complaint for months and found it to be a valid charge and refused to refund my money. There was no dispute that I made the purchase, the dispute was that I did not receive the product/service I paid for. After I received Discovers final refusal decision, I contacted XXXX again and they agreed to give me a voucher for another reservation. I went to their website to redeem the voucher and their website no longer exists. XXXX is based out of XXXX and I was unable to contact them via telephone. I will upload all correspondence and emails verifying closure of the resort and XXXX and Discovers refusal to refund my money. Thank you for your time with this matter. I was unable to upload this initial communication document, so I copied and pasted it here. 
Messages Ticket ID # XXXX XXXX XXXX Customer Support Specialist XXXX ( you ) XXXX XXXX, XXXX XXXX XXXX ( you ) XXXX XXXX, XXXX XXXX XXXX ( you ) XXXX XXXX, XXXX XXXX XXXX ( you ) XXXX XXXX, XXXX XXXX XXXX ( you ) XXXX XXXX, XXXX XXXX Due to the Corona Virus, XXXX XXXX XXXX will he closed until XXXX. This was not our choice and I want a full refund for our reservation. Please advise D I am still waiting for my credit card to be credited for the amount of this reservation because XXXX XXXX closed due to the Coronavirus ... ..please let me know what is going on. 
D XXXX XXXX resorts are closed. Please refund my money. 
D I originally created this ticket XX/XX/XXXX and haven't heard anything. I need someone to respond back and let me know when I will be credited for this reservation. 
D I will have to contact my attorney and my Discover card to force you to respond to me and refund my money! 
XXXX Dear XXXX XXXXGreetings from XXXXPlease kindly be informed that we have contacted our hotel supplier as per your cancellation request and we will be updating you as soon as we get their response.Please note that we can not guarantee the refund, however, we will do our best.Please do not hesitate to contact us if you need further assistance.Best RegardsXXXX XXXX ( Mr ) Customer Experience SpecialistA : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX / XXXX - XXXX : XXXX XXXX Dear XXXX XXXXGreetings from XXXX.We regret to inform you that despite our best efforts, cancellation fee waiver request was rejected by our partners due to the strict voucher conditions.We appreciate your kind understanding.Please don't hesitate to contact us for any further inquiries.Best regards.XXXX XXXX ( Mr ) Customer Experience SpecialistA : XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX / XXXX XXXX XXXX : XXXX XXXX XXXX ( you ) XXXX XXXX, XXXX XXXX I DIDN'T cancel!!! The hotel closed due to the Coronavirus! How can you not refund my money!!! This is absolutely ludicrous! Sent from my XXXXOn XX/XX/2020, at XXXX, XXXX XXXX & XXXX ; XXXX XXXX XXXX ; wrote : Dear XXXX XXXXGreetings from XXXX.We regret to inform you that despite our best efforts, cancellation fee waiver request was rejected by our partners due to the strict voucher conditions.We appreciate your kind understanding.Please don't hesitate to contact us for any further inquiries.Best regards.XXXX XXXX ( Mr ) Customer Experience SpecialistA : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX / XXXX - XXXX : XXXX XXXX ID : XXXX ID : XXXX XXXX Tracking Number : XXXXXXXX XXXX XXXXXXXX ( you ) XXXX XXXX, XXXX XXXX It wasn't my request!!!! The hotel closed! How was I supposed to go!?!?! Sent from my XXXXOn XX/XX/2020, at XXXX, XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX ; wrote : Dear XXXX XXXXGreetings from XXXXPlease kindly be informed that we have contacted our hotel supplier as per your cancellation request and we will be updating you as soon as we get their response.Please note that we can not guarantee the refund, however, we will do our best.Please do not hesitate to contact us if you need further assistance.Best RegardsXXXX XXXX ( Mr ) Customer Experience SpecialistA : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX / XXXX - XXXX : XXXX XXXX ID : XXXX ID : XXXX Tracking Number : XXXX

Company response to consumer: Closed with monetary relief