Consumer complaint received 2021-02-19
Company: DISCOVER BANK
State: MI
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:
Note : Credit Card Company has all related documentation. 
I paid XXXX XXXX ( 1 ) a good faith deposit of {$540.00}, which was half of the total amount of {$1000.00}. In my original correspondence to Credit Card Company dated XXXX XXXX, 2020, I requested a credit for {$500.00}, not {$540.00}. I requested to be reimbursed for the {$500.00} I paid XXXX XXXX ( 2 ) to complete the work that XXXX XXXX ( 1 ) did not complete as detailed on their estimate. The amount of the balance of {$540.00} was due upon completion. There is no evidence that this document was reviewed since the original credit was in the amount of {$540.00}. 

Since XXXX XX/XX/2020 Ive sent several emails to the service provider ( XXXX XXXX ( 1 ) to resolve this issue to complete the work as documented on their estimate. I have forwarded any and all such correspondence to the dispute department at Credit Card Company for review. 

Initially, XXXX XXXX XXXX ( 1 ) was refunded by Credit Card Company without submitting their required documentation per the admission of a Credit Card Company agent in the Delaware office. Due to this issue, I was given the first temporary credit on my account of {$540.00}. In my correspondence to Credit Card Company on XXXX XX/XX/2020, it was clear that I requested {$500.00}, not {$540.00} as reimbursement of payment for another service provider to complete the work left after their crew walked off the job. This is evidence that Credit Card Company did not perform due diligence at that time and I have no confidence that they performed due diligence at any time on my behalf. 

Ive spoken with several agents and supervisors with Credit Card Company throughout the time period of this dispute. Agents at Credit Card Company have accepted the false claim from XXXX XXXX XXXX ( XXXX ) that they completed the work, however Credit Card Company agents refuse to accept any or all of my written documentation that work was not completed by XXXX XXXX XXXX ( 1 ) as factual. Therefore forcing me to forfeit my funds ( {$500.00} ) to ( XXXX XXXX XXXX XXXX ). 

Despite the claim of XXXX XXXX XXXX ( XXXX ) that they completed the work on the property, in addition to the email correspondence with ( XXXX XXXX ( XXXX ) I have evidenced this statement to be false and sent copies to Credit Card XXXX based on : XXXX. The scope of detail of their estimate dated XXXX XX/XX/2020. 
XXXX. The property diagram from XX/XX/2020 which verifies the actual trees on the property. 
XXXX. The receipt from XXXX XXXX XXXX XXXX XXXX ) indicating the removal of XXXX trees on the property after the date of XXXX XX/XX/2020. Their invoices were paid through Credit Card XXXX. 
XXXX. I do have photos however only after submission I was told that Credit Card XXXX did not accept those as evidence. 

Despite all of the evidence, Credit Card XXXX dispute agents need proof but do not accept the proof I have provided until the dispute was closed. The dispute agents not disclose what type of information they will accept as proof that XXXX XXXX XXXX XXXX XXXX ) did not perform the services they charged me for. I spoke with an upper level supervisor who basically reiterated what I was told by his agent that I did not have any proof and I was not going to get a permanent credit of {$500.00}. 

Still pursuing a favorable resolve, during a call with agent I was told once the case was closed that proof might have been a document from XXXX XXXX XXXX ( XXXX ) that they reviewed the estimate from XXXX XXXX XXXX ( XXXX ) and confirmed that XXXX XXXX Company ( XXXX ) did not complete the work detailed on their estimate. This information should have been forthcoming long before Credit Card XXXX closed the dispute. 


The evidence that Credit Card XXXX did not provide due diligence is as follows : o I requested a credit of {$500.00}, not the {$540.00} as issued in their original temporary credit. This was clearly stated in my correspondence dated XXXX XX/XX/2020. I dont feel that due diligence was given to properly review the dispute. 
o I spoke with an agent after I learned the initial dispute process was not resolved in my favor. At that time, I was told by the agent that XXXX XXXX XXXX XXXX ) did not complete the required documentation and therefore a temporary credit was applied to my account. Again, Credit Card XXXX did not perform due diligence on my behalf. 
o I provided key evidence to Credit Card XXXX that XXXX XXXX XXXX XXXX ) did not complete the work as detailed on their estimate. The property diagram is consistent with their scope of work. It should be clear after providing the invoice from XXXX XXXX XXXX XXXX XXXX that XXXX XXXX XXXX XXXX ) failed to complete the work as agreed upon per their estimate. 
o I was unaware that XXXX XXXX XXXX XXXX ) retained my card information without my knowledge or consent and had absolutely no permission whatsoever at any time to charge my Credit Card XXXX. 
o There was no stated agreement with XXXX XXXX XXXX XXXX ) as to a method of payment XXXX cash, check, or credit card ) for any services rendered. 
o Credit Card XXXX agents accepted the false statement of the service provider XXXX XXXX XXXX XXXX XXXX XXXX that they completed the work. 
o Credit Card XXXX should provide a detailed history of the entire dispute process and the specific language in their terms and agreements that state I have to pay for unauthorized charges for services not rendered? 

The evidence that the XXXX XXXX XXXX XXXX ) did not complete the scope of work as described should be very clear. Their estimate and voice mail transcript clearly defines " Junk trees '' on left and right side of property. Per the property diagram illustrated by a certified arborist in XX/XX/2020, it clearly shows XXXX trees on the property. XXXX of the trees on the property diagram XXXX left and right ) are consistent with the detail on the estimate from the XXXX XXXX XXXX XXXX ). Landscape Company ( XXXX ) removed ( XXXX ) trees ( XXXX ) " Medium Pine '' ( Spruce ) and XXXX " Medium Junk Tree on back corner of garage ( XXXX XXXX on XXXX XX/XX/2020 and walked off the job, not removing the left and right " junk trees '' ( Mulberry ). I hired XXXX XXXX XXXX XXXX XXXX to remove the left and right " junk trees '' XXXX XXXX XXXX that XXXX XXXX XXXX XXXX ) did not complete. XXXX XXXX XXXX XXXX ) completed this work on XXXX XX/XX/2020 XXXX reference attached invoice ). I dont understand how this could be made more clear that XXXX XXXX XXXX XXXX ) is making false statements that they completed the scope of work on their estimate and took payment on XXXX XX/XX/2020 without completion of the agreed upon work. Ive attached the original property diagram and a copy that I illustrated to provide a through picture of what was removed and by which company.

Company response to consumer: Closed with explanation