Consumer complaint received 2018-09-06
Company: DISCOVER BANK
State: IL
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:
This is my second complaint because Discover card has continued to initiate a charge back that I did not authorize or know about and that the company assured me in writing and by telephone was not going to be initiated and was supposedly rectified/cancelled and was Discover cards ' " inadvertent error '' ( their words in writing to me and your office of XX/XX/2018 by XXXX XXXX, Senior Associate, Discover 's Executive Office of Customer Advocacy ). 

See previous complaint CFPB # XXXX. 

Despite the above-referenced letter of XX/XX/2018 from Discover card, the company pushed through a charge back of my airline tickets charge five days before the date of this letter. As a result, my tickets ( that had {$200.00} vouchers that are now expired and can not be used XXXX were cancelled. The airline states in an email when I questioned them today " Hello XXXX, I would be happy to assist you with your request, but our records currently reflect that you filed a dispute with your credit card company on XX/XX/XXXX. Once a dispute is filed we are unable to further assist your claim. To obtain information regarding your dispute, please contact your financial institution directly. '' The right hand of Discover doesn't know what the left hand is doing at this company. I responded to the above-referenced " Senior Associate '' by telephone three times after receiving his letter and he never answered and didn't return my call despite leaving multiple voicemails. I called him prior to learning that Discover card indeed finalized a charge back of my airline tickets ( again, without my knowledge or consent ). I only learned about this charge back when I received my Discover card bill on XX/XX/2018 and called the company to see why a charge was posted to my account, that the company previously provided courtesy credit for due to their mistake in initiating a charge back. After two days on the phone ( to no avail ) with Discover card and enduring delays and low-level employees who promised an immediate call back from a supervisor that never happened - and after emails and phone calls back and forth to the airline - I learned that MY AIRLINE TICKETS WERE CANCELLED because of Discover cards ' charge back that never should have happened in the first place and which the company assured me would not occur because it was a mistake. 

This has caused us great distress, lots of time, and has put a long-planned vacation at risk. I have been on the phone with Discover card and the airline all summer since XX/XX/XXXX when the airline tickets were purchased online. What right does Discover card have to summarily decide to put my charge in dispute without my consent or knowledge and despite the company 's assurances that their " inadvertent error '' would not continue to a full charge back? I have all the emails and documents to support this and Discover card has all the recorded calls and voluminous notes on those calls to support my contention that they acted improperly and recklessly and on my behalf without authorization or knowledge. I understand now why this company has so many complaints on your website and throughout the Internet. The customer service and quality control of Discover card has greatly deteriorated recently and as a result, they are losing two long-time customers with great credit scores. Further, I have already begun to tell everyone I know not to use Discover card. AND TO ADD INSULT TO INJURY, WITH NO FINANCIAL TRANSACTIONS THAT MIGHT HAVE CAUSED THIS, DISCOVER 'S RECENT BILL SHOWS OVER A 30 POINT DECREASE IN MY EXCELLENT CREDIT SCORE. This can't be right either! This company is a joke!

Company response to consumer: Closed with explanation