Consumer complaint received 2018-01-18
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:
To Whom It May Concern : I am having issues with Discover card billing resolutions. It is probably one of the most incomptent department you can imagine.

I purchased the item on XX/XX/XXXX2017 from XXXX for XXXX Item was returned to XXXX using their prepaid XXXX label. Item was returned, however, XXXX  did not give me any updates. Then I contacted them multiple times, they claimed that the box they received was empty. After confronting, and getting XXXX chat help involved, XXXX said it was not empty ; and XXXX then opened the case saying someone will respond to me in couple of days. I got no response. Then I tried again, the same thing happened. So I contacted Discover, asking to help me to resolve the issue. I got a lot of bubble gum, overly fake and sweet type of treatment, promising they are doing their best. Then few months later I found that the balance was higher than it supposed to be. Turns out the charge was reversed, and no notification was made by mail. So I had to contact them again, and re-explain the entire story. The case was reopened. Few days ago I checked again the account to see if there is nothing unusual, and I found again higher than normal balance. Turns out the charge was again placed back on my account. In dispute page it says 2nd review found the charge to be valid not sure how did they conduct the review. So I initiated again the chat with billing department. I got XXXX, if I am not mistaken, ( the same I dealt with at the start ) to talk to. She said she needs some proof with the weight. I had to reexplain the situation all over again. And I had to guide her to check my supporting documentation, which were a given XXXX  label from XXXX and proof of delivery from the XXXX  showing the weight. So I was told that oh they did not notice it because the weight information was so far on the bottom of the slip. According to previous rep- he already put the notes on this case before with the details. So I dont understand 2nd review found the charge to be valid without even looking into it?

Then on the top of that I was told that the billing rep would not be able to reopen the case for me, needs supervisor to look into it, and supervisor was not yet at work. I think I spoke with them around XXXX so OK. I contacted them next day, I was told its under review. It was XXXX. I asked if I can talk to supervisor myself, it only takes 30 seconds to check everything out. XXXX told me that supervisor is not working. I asked for hours of supervisor- turns out supervisor does not even work. No one knows when he works. Today its XXXX day still nothing. And they bill me higher minimum payments for this, report to credit bureaus higher balances, and charge the APR for this. This is completely unacceptable.

I attached the documents for a review for both CFPB as well as for Discover.

Company response to consumer: Closed with explanation