Consumer complaint received 2021-05-25
Company: DISCOVER BANK
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
On XX/XX/XXXX at XXXX XXXX I received an email from Discover with a promotional statement saying that if I purchased a {$45.00} XXXX 's XXXX membership by XX/XX/2020, then I would earn a {$45.00} statement credit back in 3 billing cycles. I had read through all the terms and met them all and proceeded to buy the {$45.00} membership on XX/XX/2020 with my Discover card. I have attached the statement on my discover account and the receipt from XXXX 's XXXX I had not received the promotional credit by XXXX still, so I proceeded to call Discover on XX/XX/XXXX. The first representative I had spoken to could not find the credit on my account but only found the memo that discover sent to me, which is also attached. She said that if I had to received the credit by now, then I do not qualify. I asked her why, and she said she did not know. From there, she escalated the situation to the supervisor, XXXX, who went line by line with me through the promotional statement and ensured that I met each term and condition. He believed that it was because the purchase on my discover card was {$47.00} and not {$45.00}. I said that this was due to sales tax, and he asked me to email him the receipt from XXXX 'XXXX XXXX  to ensure that this {$2.00} was sales tax. I emailed him and attached the email. He said that he would call me back within 24 hours to follow up, and I never received a follow up call. Since I did not receive a follow up call, I called Discover on XX/XX/XXXX to ask about my credit. In this call, I was ensured that I would be receiving the credit by the XX/XX/XXXX billing cycle. It is currently XX/XX/XXXX, and I still have not received the credit. I called Discover today, XX/XX/XXXX, and the first representative I spoke seemed to not know what she was doing and had me on hold the entire time. She immediately directed it to a supervisor who stated that if I had not received the credit, then my account did not qualify. I asked why, and she said she did not know and there is no specific reason. She then proceeded to tell me that if I was told on XX/XX/XXXX that I did not qualify, then even if I was told on XX/XX/XXXX that I would be getting the credit, it does not matter. I told her that I was never told a direct yes or no if I qualify, only that the supervisor, XXXX, would be following up with me. I told her that I never got a follow up call, and she said that she would look back at the calls to ensure I was told " no '' I would not be getting the {$45.00} statement credit. She gave me the number to directly call a supervisor back in 24-48 hours. 

I received a response from Discover which is attached. They said that, " We were informed that you already had an existing business account with XXXX XXXX. Per the terms of the promotion listed in the email you received, our offer excludes Plus memberships, membership renewal, membership upgrades, add-ons, additional memberships, pre-paid memberships, or XXXX XXXX XXXX XXXX XXXX. '' This is entirely false that I had an existing business account with XXXX 's XXXX. I am XXXX XXXX XXXX, I do not have and have never had a business account with XXXX 's XXXX. I would like proof of this " existing business account. ''

Company response to consumer: Closed with explanation