Consumer complaint received 2023-06-29
Company: DISCOVER BANK
State: MD
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 had XXXX in XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I was XXXX XXXX XXXX XXXX for XXXX and a half weeks with my XXXXXXXX XXXX XXXX  sometime around the middle of XXXX. I still had my XXXX XXXX XXXXXXXX when I happened upon a statement that showed two separate charges on or around the same day. one was for XXXX and the other was nearing XXXX. I called Discover and tried to communicate but they weren't able to comprehend me on the phone. I waited until I got the XXXX XXXX XXXX XXXX XXXX XXXX XXXX to call them and report fraudulent activity. I was dismayed to find out that they were saying this was a billing dispute as if I am the one who was responsible for sharing my card information. They proceeded with a billing dispute. I called the company that was listed as the vendor and asked them if they could provide me with a receipt, signature, or proof of authorization and they couldn't profer any of that information. I called them back and asked them how they got my information. They couldn't give me an answer. They did tell me that my bank disputed and that the money was sent back. However, months later Discover denied it and sent the money back to XXXX XXXX which I have no affiliation. I then spoke to someone who told me that this should have been a fraudulent charge dispute. They moved it to the fraud department and canceled my card. I once again communicated with XXXX XXXX and asked them if they could talk to Discover who is withholding my money. They said they were going to do their best to get me my money back. They sent me pictures of statements stating that they no longer have that money and that it was sent back to Discover. They also sent me an email stating that their accounting department tried their best to get in contact with Discover but they haven't responded to them about tracking those funds. This has been extremely stressful to have had to deal with this issue for over XXXX yrs while I heal from XXXX XXXXXXXX that was needed after being XXXX  by my XXXX XXXX XXXXr which left me XXXX. I have provided numerous documents and even tried to fax more documentation however their fraud department fax machine hasn't been accepting faxes and has been offline for weeks. I had someone tell me that they were going to call me back once the fax machine is up and running and no one has. This should have been resolved years ago. Aside from that their lack of respect and candor when on the phone with me has added to my stress. They are impatient and sometimes rude, I have been hung up on. There have been a few helpful customer service reps but most of them give me the wrong information. I had someone tell me last week that the money was never credited to the right account and I should have my money by now. Another person stated that my account reflects that I was given the money back. All to have someone most recently tell me that they denied my dispute because they can't understand the emails that were sent to them from XXXX where my card was charged even though I always have my card on my person.

Company response to consumer: Closed with explanation