Consumer complaint received 2018-06-08
Company: DISCOVER BANK
State: WV
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:
Around XX/XX/2018 I received a letter from Discover Card stating that a disputed amount of XXXX from XXXX has been ruled in my favor. 
A few days later, Discover Card sent me another letter stating that a charge of XXXX was being charged to me from the same company that I had a dispute with for XXXX. I immediately phoned Discover Card and spoke to a supervisor named XXXX and after an hour of trying to get her to understand that the second charge that showed up on another statement was not a new charge but a final payment of the original charge of the vacation that I did not make, book, commit, or reserved, etc but was created for me by XXXX   for a total of over 14000.00. It took me an hour for her to stop spouting Discover card policies but to get her to listen to the fact that XXXX broke the payment into two separate transactions because they know how credit card companies policies look at these things. 
Discover card should have looked at my account in the first place and flagged my account for excessive travel agencies charges that went over my account limit but it was not. Discover card has blocked my account in the past for me being on vacation in the XXXX XXXX area buying tshirts but when an overseas company charges me an outrageous amount by two separate companies that are probably owned by the same corporation Discover card did nothing. In speaking with XXXX after an hour conversation she did say she would dispute the amount and ask for charges which XXXX has never provided them in the first place. Secondly, why would I not pay a small amount of XXXX to XXXX and refute the second charge from the same company of XXXX? I repeatedly told XXXX I did not even know I had a vacation created for me because XXXX did not notify me of airline information, or room info, etc. I received nothing from XXXX   only a bill that showed me I had a fraudulent charge on my account. I received a phone call from a representative from XXXX named XXXX that was told to cancel this so called vacation in my name and according to XXXX I purchased travel insurance. So in actually, since I knew nothing about this vacation I was a NO SHOW according to XXXX. Discover if they had flagged my account for possible fraudulent charges I would have known sooner and might not have ended up in this mess. Discover has let me down as a customer with a history of a high FICA score and a high credit balance. Discover if they had taken the time to review my account would have seen that I have never disputed anything but have paid in full and 99 % of the time I was not late. XXXX accused me of deleting emails from XXXX, or even putting them in my junk folder. If I had made this vacation I would have wanted to keep these emails not delete them or junk them. And, 25 days after I spoke with my husband about going to the area and we picked a time we could go on vacation together we made a choice with XXXX that was acceptable to us and our budget. But do to an illness I had to cancel with XXXX who immediatley began to refund my charges. Of which, I had paid Discover for and was being shown as a credit on my account but some person in Discover saw the credit and paid the amount of XXXX which was in dispute. At no time did I get any emails from Discover except for the last dispute I put on the XXXX. I was notified by Discover that it was being disputed. 

The total I am being charged is over 14000.00. It was broken up into two separate charges on two different billings. Discover considered this as a separate charge which make no sense since I was disputing the original charge of XXXX from XXXX and which was ruled in my favor. 

If XXXX was ruled in my favor than Discover had to honor the fact that the other amount of XXXX is not a new charge but the second payment charged to my account from XXXX. 
Discover needs to change it's policies so that they so not find their selves or their customers in this situation again.

Company response to consumer: Closed with explanation