Consumer complaint received 2021-11-22
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:
On XX/XX/2021 I attempted to make a purchase for a flight with XXXX XXXX. I made several attempts on the website but the website was glitching and continued to say that my transaction could not go through and that my reservation had not been confirmed. The flight was for the next day XX/XX/XXXX. I did not receive any email notification indicating that the booking had been received. The morning the flight was to be taken ( XX/XX/2021 ) I received XXXX email indicating I was ready to check-in for my flight. I called XXXX and explained that my flight did not show it was booked but I was receiving information about checking in. The woman indicated the flight had been cancelled. I informed her I am showing XXXX charges on my card for some reason and she indicated THAT THERE WAS ONLY XXXX FLIGHT they were showing and that this flight had been cancelled. By XX/XX/2021 both charges were shown on my discover card. I disputed both charges on XX/XX/2021 through the discover website. I also called discover and spoke to a woman to describe what had happened more specifically- that I was only attempting to make XXXX transaction and that I continued to get a message that my order had not been completed. That I did not make a second transaction and that I had ( obviously ) not gone on the flight because I was being told online that the transaction would not go through. The woman informed me to dispute both charges and she would add notes to the accounts to indicate what had happened. She did inform me that XXXX dispute would fail since XXXX had already refunded the transaction however we did not know which one had been refunded and to add the cancellation to both. XXXX dispute was resolved on XX/XX/2021 since XXXX had already refunded the amount. However, the last dispute was not resolved in 30 days, was not resolved in XXXX day but instead took XXXX days to be resolved. I received an email on XX/XX/2021 regarding my dispute number XXXX. The email indicated that I had won my dispute- which made sense since I did not do the charge. When I logged into my account on XX/XX/2021 I found that my account had been charged the {$660.00} disputed amount. Meaning that the letter they sent me- indicating I had won the dispute- was not correct information. I called discover to ask about what happened and they informed me that they could not fight the charge and that I was not getting refunded. I then asked why it took them XXXX days to resolve this dispute and this was not a timely fashion since now I am out nearly {$700.00} for failure on both their parts. The man on the phone indicated that XXXX responded in a timely fashion but Discover had not accessed the response. I informed him that he should request the audio from XX/XX/2021 where XXXX told me that there was no issue and that there were NOT XXXX tickets on my account. He said he could not do that and there was nothing that could be done. I then called XXXX again to see if anything could be done on their part and an extremely nice woman attempted to help me resolve the issues with the account. The issues have not been resolved but I do appreciate the effort she made and she also indicated they could continue looking into the matter ( which is contrary to what discover had told me ). I am requesting a refund from Discover and am working to close this credit account for fraudulent activity.

Company response to consumer: Closed with explanation