Consumer complaint received 2023-03-28
Company: DISCOVER BANK
State: MO
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:
I am submitting this complaint regarding a purchase made with XXXX on XX/XX/2022. I am asserting claims and defenses due to the seller refusing to fix the issue. I initiated a dispute with Discover Card on XX/XX/2022 and they have also refused to fix the issue. Prior to purchasing the vacation package with XXXX, I contacted XXXX via telephone and was provided information which contradicts the package I received. First, the sales individuals are very difficult to understand due to XXXX outsourcing their sales calls outside of the United States. I was provided very different information at the time of my call and was told my trip would be refundable if I needed to cancel or change plans. I was also told about the insurance plan through XXXX which was part of this charge that would also cover my trip. As you can see from the initial email I received after purchasing my vacation package, there is no mention of their terms and conditions regarding non-refundable tickets. The last email Discover sent stated information was insufficient and awarded the decision in favor of XXXX, it clearly indicates on my sales receipt that there is no mention of their terms and conditions. The receipts is very vague and does not provide even a break down of the purchase. There is also not a price breakdown of the vacation package which leaves the consumer with no idea of what they are being charged for. After we realized we needed to change the dates of our trip due to a court hearing/custody issues related to a current divorce proceeding, XXXX attempted to charge us XXXX  times the original amount we paid to transfer the dates. When I went online to XXXX and entered the exact same trip that day it was the same price as we had originally paid on the date of purchase. Meanwhile, XXXX was attempting to charge us XXXX  times the amount we originally paid. XXXX uses scandalous tactics and is deceitful when purchasing their vacation packages. As you can see from the receipts provided to my email after my purchase, their terms and conditions are not even mentioned. The receipt is very vague and provides very little information to the consumer. Every phone call I made to XXXX, I was provided with different information from the initial purchase to several attempts to transfer the dates. I was never provided with a consistent answer from XXXX. I do not believe this charge was fair as XXXX was not clear of their terms in the information that was provided to me during my initial phone call to inquire about the vacation package, initial purchase and in the receipt I received after my transaction on XX/XX/2022. To date, I have not received any credits for the airline purchases etc. XXXX has not made any attempts to rectify the situation or refund any portion. I have been fastidious about trying to come to some sort of resolution but XXXX and Discover have have not made any attempts to make any type of compensation.

Company response to consumer: Closed with explanation