Consumer complaint received 2021-01-27
Company: DISCOVER BANK
State: MN
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:
Cardholder : ME Credit Card : DISCOVER CARD Merchant : XXXX XXXX  Seller : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Disputed Amount : XXXX XXXXus XX/XX/XXXX Cardholder made on line, paid using Discover Card, reservations at XXXX XXXX XXXX XXXX XXXX  in XXXX . The XX/XX/XXXX charge {$320.00}, the XX/XX/XXXX charge {$290.00} with emailed notice of payment for each received from XXXX XXXX. The Reservation was emailed from seller for each.The agreement does have a no fee cancellation policy with 14 day notice. 

The XXXX government in XX/XX/XXXX gave world wide notice because of the COVID-19 no air planes or passengers may land or enter XXXX in XX/XX/XXXX and XX/XX/XXXX. 

On XX/XX/XXXX, on line, cardholder submitted cancellation notices to the seller, non responsive, cardholder did, on line, sent another notice to seller, non responsive. cardholder did on line, connect to sellers web site chat line, receiving this notice : " Thanks for the message. Our team is offline We will contact you back as soon as we can ". non responsive. 

Cardholder did call explaining to XXXX XXXX about the seller non responsive problem, was told the seller would have to start the credits and to contact seller. Cardholder did again on line submit cancellation notice non responsive.

Cardholder did, on line, send another cancellation notice to seller non responsive.

Cardholder did explain to Discover Card then opening disputes on the {$320.00} and the {$290.00} card charges, one for each amount on XX/XX/XXXX. 

The dispute for {$290.00} Discover Card resolved in cardholder favor with funds being returned. 

The {$320.00} dispute XXXX XXXX asked for credit voucher from seller, non responsive. 

XXXX XXXX  then stated to Discover Card : " Please review with cardholder and provide an up dated response if they are still in disputing this transaction. Please provide signed cardholder letter stating the nature of the dispute or a completed fast track form to remedy chargeback. '' Discover Card failed to communicate with cardholder the XXXX XXXX  request and did not file a completed fast track form to remedy chargeback. 

On XX/XX/XXXX the dispute of {$320.00} Discover Card resolved in seller favor as valid instructing cardholder to pay the {$320.00}. 

Discover stating to cardholder, knowing seller has always been completely non responsive regarding cardholder cancellations, " we encourage you to work with the merchant directly. '' Discover Card stated to cardholder, not having communicating with seller about the {$320.00} dispute either. 

XX/XX/XXXX cardholder did review with XXXX XXXX, the merchant, this dispute who stated they needed the letter asked for and would work on the chargeback. Cardholder asked if he could respond sending the letter to them. XXXX XXXX stated they can only deal with the originator of the dispute, Discover Card. 

XX/XX/XXXX, cardholder did send the requested XXXX XXXX information to Discover Card. 

XX/XX/XXXX, talked with Discover Card, they did receive the XX/XX/XXXX letter and will not do anything with it, they will not send on to XXXX XXXX  in an attempt to resolve this dispute in favor of the cardholder ; they will not fill out the completed fast track form to remedy chargeback in favor of the cardholder. 

Then XXXX from Discover Card hung up on cardholder. 

Discover Card lack of follow through on XXXX XXXX  requested cardholder letter which Discover Card had in hand, plus not filling out fast track form resulted in not honoring cardholder in this dispute. 

I was lead to believe by XXXX XXXX  they were holding sellers funds, {$320.00}, ready to receive cardholder letter and form for the chargeback from Discover Card... they were never sent... and they will never be sent according to Discover Card Customer Service. 

Over the last 4 months cardholder has, on line, emailed 11 requests to seller regarding refund of the {$320.00} More information is available if needed. 

Attached PDF cardholder request for cancellation Attached PDF cardholder XX/XX/XXXX letter reiterating disputed {$320.00}

Company response to consumer: Closed with monetary relief