Consumer complaint received 2023-09-28
Company: DISCOVER BANK
State: IL
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:
I disputed a charge on my Discover account because the service was not provided. As a result the problem that I had them out for occurred again costing thousands of dollars and resulting in my contacting someone else to come out and fix the problem and I paid them for the service they performed. I offered to provide my credit card company with proof but I was told they did not need documentation at that time and if it was needed they would reach out and request it. 

On XX/XX/2023 I noticed the charge that was disputed was placed back on my account. I spent approximately 90 minutes on the phone discussing this. I was told the dispute was closed in the merchant 's favor and i was placed on long holds while they reviewed the notes so they could figure out what was going on. I initially spoke to XXXX who gave me attitude at one point, and was having a problem answering my question. I never received anything in the mail or via email about this dispute. So I found out the dispute was closed and ruled in the merchant 's favor when I called. XXXX asked me if I received the notification sent. I asked how it was sent. She placed me on a long hold came back and never answered me. After realizing she was having issues explaining what was going on i asked if I could speak to a Supervisor. She placed me on a long hold and came back and told me one was not available and she could have someone call me back. My main issue with her is that she raised her voice at me on the call which I took issue with because she was unable to answer questions and provide customer service. 

I attempted to call again about the same issue. I was transferred to a couple people before I got to XXXX ( I am not sure if this was her name ). XXXX told me that I would have to contact the merchant and have them agree to refund me. I explained that I had contacted the merchant before even filing the dispute. What she was saying to me made no sense. I explained that I had information to support my case but you closed my case and ruled in the merchant 's favor without asking for it or considering it. She was unable to respond to why my information wasn't being considered. After going around in circles with her I asked to speak to a supervisor. She said one wasn't available and she could have someone contact me in 48 hours. I asked her name and she disconnected the call. This is why I am not sure of her name. 

I was trying to address this before paying my bill. Since I spent a lot of time on the phone and was unable to get it addressed, I paid my bill minus the {$99.00} disputed amount. I will not be using my card anymore until someone contacts me back to discuss this and hopefully resolve it. I am finding the explanation I received incomplete and unreasonable and I would like my questions answered by someone in charge. This has been a horrible experience and a waste of my time.

Company response to consumer: Closed with explanation