Consumer complaint received 2018-06-16
Company: DISCOVER BANK
State: CA
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 CONTINUE TO DISPUTE THE {$2200.00} CHARGED BY XXXX XXXX XXXX.

THIS MERCHANT REFUSES TO PROVIDE A CREDIT FOR FAULTY AND DEFECTIVE MERCHANDISE WHICH WE HAVE ALREADY ATTEMPTED TO RETURN. WE WILL NOT PAY FOR DEFECTIVE MERCHANDISE. 

YOUR RESPONDENT, SENIOR ASSOCIATE XXXX XXXX XXXX FROM THE EXECUTIVE OFFICE OF CUSTOMER ADVOCACY HAS, 1 ) IGNORED TWO OR THREE PHONES CALLS THUS FAR, 2 ) HAS SENT A BOILER PLATE RESPONSE WHICH DID NOT ADDRESS ANY OR OUR CONTINUED ISSUES UP FOR DISPUTE.

3 ) HE HAS BEEN DISMISSIVE AND INDIFFERENT AND FRANKLY, RUDE AND UNCARING. 

INCIDENTALLY, AS RECENTLY AS TWO DAYS AGO, I CALLED HIM BACK AND HIS RECORDED MESSAGE STILL SAYS HE IS OUT OF THE OFFICE AND WILL RETURN ON XX/XX/2018. TODAY IS XX/XX/2018 AND HAVING SOMEONE FROM YOUR EXECUTIVE OFFICE NOT HAVE THE COURTESY AND PROFESSIONALISM TO : 1 ) NOT UPDATE HIS RECORDED VOICEMAIL MESSAGE, 2 ) NOT RETURN PHONE CALLS, 3 ) NOT ADDRESS THE CONTINUED DISPUTE AND NOT REVIEW AND INVESTIGATE THIS ISSUE FULLY, PROVIDING NO OBJECTIVE REVIEW THE FACTS, AND 4 ) ARBITRARILY SIDE WITH A ROGUE MERCHANT WHO FEELS THEY ARE ABOVE THE LAW AND CAN REFUSE THE RETURN, IS DISTURBING.

WE CONTINUE TO DISPUTE THE {$2200.00} CHARGED BY XXXX XXXX XXXX. THIS MERCHANT REFUSES TO PROVIDE A CREDIT FOR FAULTY AND DEFECTIVE MERCHANDISE WHICH WE HAVE ALREADY ATTEMPTED TO RETURN. WE WILL NOT PAY FOR DEFECTIVE MERCHANDISE! 

HAVING SOMEONE FROM YOUR EXECUTIVE OFFICE NOT HAVE THE COURTESY AND PROFESSIONALISM TO NOT ONLY NOT RETURN PHONE CALLS, NOT ADDRESS THE CONTINUED DISPUTE AND REVIEW AND INVESTIGATE THIS ISSUE FULLY AND OBJECTIVELY REVIEW FACTS, AND ARBITRARILY SIDE WITH A ROGUE MERCHANT WHO FEELS THEY ARE ABOVE THE LAW AND WHO REFUSE TO ALLOW THE CUSTOMER ( US ) TO RETURN DEFECTIVE MERCHANDISE, IS INEXCUSABLE. AND FOR XXXX XXXX XXXX TO NOT HAVE THE COURTESY AND PROFESSIONALISM TO TAKE THE TIME TO UPDATE HIS RECORDED GREETING IS VERY TELLING. 

XXXX XXXX XXXX FROM THE EXECUTIVE OFFICE OF CUSTOMER ADVOCACY UNFAIRLY SIDED WITH THE MERCHANT BASED ON THE FACT THAT THE MERCHANT VOLUNTARILY ISSUED A CREDIT OF {$100.00} BECAUSE THEY HAD CHARGED US FOR HEADLIGHTS WHICH WERE NEVER DELIVERED, DOES NOT ABSOLVE THEM AND CHANGE THE FACT THAT {$2200.00} WAS CHARGED ON OUR DISCOVER CARD FOR FAULTY MERCHANDISE. 

XXXX XXXX XXXX ALSO SIDED WITH THE MERCHANT BECAUSE WE " WAITED '' TO REPORT THIS. THE REASONS WE WAITED HAVE BEEN OUTLINED IN OUR PREVIOUS EMAIL ; BETWEEN HAVING OT DEAL WITH ISSUES RELATED TO : 1 ) MY HUSBAND 'S MILITARY XXXX, 2 ) HIS XXXX, 3 ) RELOCATION OF OUR HOME 4 ) THE DEATH OF MY HUSBAND 'S SERVICE COMPANION, AND MANY OTHER ISSUES ( PLEASE KNOW MY HUSBAND IS AT ALMOST XXXX % VA XXXX DUE TO HIS DUTY PERFORMED IN THE DEFENSE OF OUR COUNTRY ) .MANY OTHER LIFE ISSUES WARRANTED OUR FIRST PRIORITIES, AND GOING TO THE BODY SHOP TO HAVE THIS DEFECTIVE KIT INSTALLED BY OUR BODY SHOP WAS NOT FIRST ON OUR PRIORITY LIST AND SHOULD NOT BE HELD AGAINST US , THOUGH XXXX XXXX XXXX XXXX HAS CHOSEN TO DO AS THAT WAS PART OF HIS RESPONSE IN SUPPORT OF THE MERCHANT. 

WE ARE YOUR CUSTOMERS, NOT THE MERCHANT ; THAT ALSO IS VERY TELLING AND DISTURBING. HOW DOES A MEMBER OF YOUR EXECUTIVE "  CUSTOMER ADVOCACY '' TEAM IGNORE PHONE CALLS AND FAIL TO PERFORM A THOROUGH, FAIR, OBJECTIVE, REAL, AND LEGITIMATE INVESTIGATION INTO THIS ISSUE AND FAIL TO PROVIDE THE MOST MINIMAL ASSISTANCE TO YOUR CUSTOMERS FOR THE ACTION OF A ROGUE MERCHANT WHO HAS REFUSED TO ACCEPT THE DEFECTIVE ITEM FOR RETURN AND WHO HAS REFUSED TO PROVIDE A CREDIT FOR SAID ITEM? 

I WANT THIS ISSUE ESCALATED AS I HAVE REQUESTED XXXX XXXX XXXX FROM THE EXECUTIVE OFFICE OF CUSTOMER ADVOCACY TO DO MULTIPLE TIMES. HE HAS UNFAIRLY SIDED WITH THE MERCHANT BASED ON WHAT THE MERCHANT HAS TOLD HIM. HE HAS NEVER ONCE HEARD OUR SIDE.

A CREDIT OF {$100.00} BECAUSE THE MERCHANT CHARGED US FOR HEADLIGHTS WHICH THEY NEVER DELIVERED DOES NOT ABSOLVE THEM FROM THE FACT THEY SOLD US A DEFECTIVE ITEM.

WE ARE SEEKING FULL REIMBURSEMENT OF THE {$2200.00} LESS THE {$100.00} THAT THIS MERCHANT HAS FOR ALL INTENSIVE PURPOSES " STOLEN FROM US '' TO BE CREDITED AS THE ITEM IS DEFECTIVE, AND AS SUCH, NEW AND UNUSED AND WE HAVE CONTACTED THE MERCHANT SO WE CAN RETURN THE ITEM, AND THE MERCHANT HAS REFUSED TO ACCEPT THE RETURN OF THE DEFECTIVE, UNUSED AND UNUSABLE ITEM PURCHASED.

ESCALATE THIS ISSUE OUT OF XXXX XXXX XXXX HANDS AND INTO THE HANDS OF SOMEONE FROM DISCOVER 'S " CUSTOMER ADVOCACY '' TEAM WHO TRULY TAKES THAT TITLE LITERALLY AND FIGURATIVELY.

WE CONTINUE TO BE TREATED IN AN UNJUST AND UNFAIR MANNER BY DISCOVER AND THIS MERCHANT, AND IT APPEARS, YOU, CFPB HAS DONE NOTHING MORE THAN FORWARD OUR DISPUTE TO THEM FOR THEIR RESPONSE.

ARE EITHER DISCOVER AND CFPB TRULY " ADVOCATING '' FOR YOUR CUSTOMERS, CONSUMERS AND TAX PAYERS?

IF YOU ARE, SHOW IT WITH YOUR ACTIONS AND HELP US, TRULY HELP RECUPERATE THE MONEY TAKEN FROM US BY THIS MERCHANT VIA DISCOVER, WHO IS BEING COMPLICIT WITH THIS MERCHANT AT THIS POINT.

THANK YOU

Company response to consumer: Closed with explanation