Consumer complaint received 2018-11-24
Company: DISCOVER BANK
State: VA
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 had reported to Discover Card that I had received an emailed notification of a charge that was an error or fraudulent. This is for the next month 's service for a trash company we are no longer using, as of XX/XX/2018. 

EMAIL : Auto Pay Reminder from XXXX XXXX, XXXX. 
From : '' XXXX on behalf of XXXX XXXX , XXXX '' XXXX Date : Wed, XX/XX/2018 XXXX XXXX  To : '' XXXX '' XXXX Priority : Normal Options : View Full Header | Print | Download this as a file Dear XXXX, Thank you for using Auto Pay! 

This payment to XXXX XXXX , XXXX has been made from your XXXX XXXX on XX/XX/18, transaction id : XXXX. 
Pay To Invoice # Invoice Amount Amount Paid Pay On XXXX   XXXX, XXXX. 

XXXX {$25.00} {$25.00} XX/XX/18 Total : {$25.00} I reported this by phone to Discover, who found the charge in their database and said they would deal with it. I knew that I also should report the error via mail when I received the statement. 

However, then I received the following email from Discover, indicating that they ignore the Fair Credit Billing Act, and require documentation from customers to show they don't owe a charge. I read the Act carefully, and it appears to me that the MERCHANT has to prove the charge legitimate. The customer doesn't have to prove the charge illegitimate with documentation. How could a customer possibly do that? When I called Discover, the woman I talked to said that this email, which requires documentation from the customer, is a generic email sent to all Discover 's customers. I found it shocking that Discover is apparently violating federal law on such a large scale. I never said I would provide any documentation to them. When I brought that up by phone, the woman said that documentation is required of everyone disputing a charge. Since there is no way to prove a negative, apparently Discover is requiring its customers pay fraudulent charges.

EMAIL FROM DISCOVER Additional Information Needed for Dispute Case From : '' Discover Card '' XXXX Date : Mon, XX/XX/2018 XXXX XXXX To : XXXX Priority : Normal Options : View Full Header | Print | Download this as a file | View as HTML We have started to work on the dispute investigation as you requested. As of XX/XX/2018, we have not received the documentation you indicated you would provide. Please submit your documentation supporting this dispute at your earliest convenience. Case Number : XXXX Merchant Name : XXXX  Dispute Amount : {$25.00} Providing documentation helps us investigate this matter for you. You can fax this information to XXXX, mail it to XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX, or upload it online at Discover.com. If you have recently provided this documentation, please disregard this request. 
If you have any questions, you can call our 100 % U.S-based service team any time at XXXX ( XXXX ). As always, thank you for choosing Discover. 
Sincerely, Discover Card Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Add XXXX to your address book to ensure delivery of these e-mails. See ways to help identify Discover e-mails by visiting our email security page. 

IMPORTANT INFORMATION This e-mail was sent to : XXXX for account number ending with XXXX. 
You are receiving this e-mail because you are a Discover Cardmember.Please do not reply to this email as we are not able to respond to messages sent to this address. 
DISCOVER and other trademarks, logos and service marks used in this e-mail are the trademarks of XXXX  XXXX XXXX  or their respective third-party owners. 
Discover XXXX XXXX, XXXX. XXXX XXXX, XXXX XXXX XXXX, UT XXXX Discover Bank, Member FDIC XXXX XXXX

Company response to consumer: Closed with explanation