Consumer complaint received 2023-07-17
Company: DISCOVER BANK
State: MA
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:
XXXX I ordered XXXX item, a XXXX XXXX XXXX XXXX XXXX from XXXX XXXX XXXX and charged the stated cost of {$39.00} to my Discover Card. After providing my credit card information, the confirmation page did not state the item ordered or the charges. The lack of details about the order concerned me. 
XX/XX/2023 The same evening I placed the order, I received an email from the company, stating that I ordered XXXX items and my credit card was charged {$250.00}. I immediately called the company number to report the error. This was a Friday evening and I was unable to reach anyone ; the recorded message stated hours of operation, Monday through Friday. XX/XX/2023 I notified the company via email of the incorrect charges and that I did not order the items. XX/XX/2023 I sent a second email to the company that I did not order the items. XX/XX/2023 XXXX about the fraudulent charges, I immediately froze my Discover account. I contacted Discover and explained the problem. Discover agent told me to call the company when they open on Monday and try to resolve the issue. XX/XX/2023 I attempted to speak with someone at the company to report the problem. Each time I called, the call was disconnected. I sent another email to the company. I also called Discover and updated the agent. Charges were pending on my Discover account. At this time, I disputed the charges when speaking with Discover. I also cancelled my credit card to avoid additional fraudulent charges. A new card was issued. 
XX/XX/2023 I received an email from the company that the order was shipped to me. This time when I called a different number I found online, a person answered the call and I explained the problem and that I did not want the company to send the products which I had not ordered. I also replied via email to the message and notified Discover. XX/XX/2023 I sent another email to the company stating my concerns about the fraudulent charges. The package arrived around XX/XX/2023. I immediately notified Discover. The agent told me to bring the package to the XXXX XXXX to return it, and obtain a receipt from the XXXX XXXX. I contacted the company and explained that I wanted to return the unopened package. The person I spoke with refused to provide an address for me to return the package. She said it was not returnable because I was disputing the charges. I again called Discover to update them with this information. XX/XX/2023 The company sent an email message that I can not return the package and my case is closed because I reported the fraudulent charges to Discover. XX/XX/2023 XXXX, I responded to the company and explained I made multiple efforts to cancel the order, including within hours of receipt of the fraudulent transactions. I attempted to return the unopened package but the company refused to provide an address to return the items and stated in emails that it was not returnable due to the dispute. I updated Discover via phone calls with each contact with the company to resolve the problem. I provided Discover with copies of all email communication with the company. Discover did not investigate the fraudulent charges. I had disputed the unauthorized charges immediately, before they were even pending on my acct. Discover told me they closed my disputes of the transactions simply because the company refused to issue a refund. I was not protected against fraud by Discover.

Company response to consumer: Closed with explanation