Consumer complaint received 2023-10-21
Company: DISCOVER BANK
State: WA
Product: Credit 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:
Bought a bunk bed for XXXX of my kids as they have outgrown their XXXX bed. Went to bed bunk & mattress for bunk beds, saw 1 and decided to buy it. owner of the company told me that he's going to deliver the bed and install it at my house on Monday XX/XX/2023. My wife was waiting all day and he ended didn't show. call his store and he keep telling us he will deliver it 3 different times and he didn't deliver it. called my discover credit card and the agent told me to keep trying to get in touch with him for a week to resolve the issues, if i'm still not able to resolve it, i can file a claim. on XX/XX/2023, filed initial claim and told discover card that I didn't receive the bunk bed that i paid for and been calling the owner, no respond and in the end decide to file a claim since i never received the bunk bed. On XX/XX/XXXX i called again and find out the initial claim that the agent have done is not correct, spoke to the 2nd agent about the whole issues again, telling him that i tried working with the store for a week and he didn't want to work with me and told me all sales are final and told me i can't get the money amount of {$430.00} back even though he didn't deliver and install the bed for me. The agent told me that he will make the necessary correction and i even ask him whether should i file a police report and write a statement for my side of the story, he said i didn't need to do that. 

Called for the 3rd time on XX/XX/2023 and this time the agent wants me to get a confession from the store owner stating that the owner didn't want to deliver the item and not refunding me the money. I try to do her way today and stop by the store and spoke to the store owner, he literally laughed at me and told me to get out of his store and threatened to call the cops and put me in jail if i didn't leave the store, since his store is private property. 

Called and spoke to XXXX from dispute department and she keep telling me that there's nothing much that discover dispute department can do even with a police report and office of attorney general formal complaint, Discover card will not refund me the money that i've paid to the store. The only thing she can do is to file a formal complain about how the way i was treated to corporate, i asked her for the corporate email address or phone number so that I can follow and she said that the executive office doesn't have a direct line or email address that i can call or follow up. She told me I'm more than welcome to call back to Discover Customer service at anytime for an update, which i'm sure if i call in in a week, 2 weeks, 3 weeks or in a month, the dispute customer service agent will tell me a white lie saying that there's no update. I've tried everything that I can think of, I followed Discover card dispute agent advise and i end up with getting more unnecessary issues from it. Pease assist me in resolving this issues as i have tried to resolve it with Discover since XXXX, till now the discover claims department would not do anything except to apologize.

Company response to consumer: Closed with explanation