Consumer complaint received 2022-01-26
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/XXXX I purchased a XXXX XXXX in the amount of {$3100.00} through XXXX with my Discover card. I returned the lens on XX/XX/XXXX via XXXX  return XXXX label within XXXX 30 day return policy. The lens was confirmed returned at XXXX XXXX XXXX XXXX warehouse on XX/XX/XXXX. When I didnt receive a refund on my Discover card, I called XXXX multiple times to request a refund. Every time I spoke with someone from XXXX they assured me they showed that the return was received and the refund would be processed. On XX/XX/XXXX XXXX sent me an email confirming the refund request. I still had not received the refund so I called XXXX again and they referred me to a specialist team. On XX/XX/XXXX XXXX emailed me requesting proof of the return. I replied with proof of delivery from XXXX. I did not get a response so I contacted XXXX again and they again referred me to a specialist team. On XX/XX/XXXX XXXX emailed me requesting proof of the return again. I replied with proof of delivery from XXXX again. I did not get a response so I contacted XXXX a XXXX time and they again referred me to a specialist team. On XX/XX/XXXX XXXX emailed me requesting proof of the return again. I replied with proof of delivery from XXXX again for a XXXX time with no response. On XX/XX/XXXX I disputed the charge through my Discover card because of XXXX failure to issue a refund after receiving the returned lens. On XX/XX/XXXX I received an email from XXXX that a chargeback adjustment was made to my Discover card because of the dispute. On XX/XX/XXXX I received an email from Discover stating that they have NOT found in my favor, are reversing the temporary credit, and closing the investigation. Discover closed the case stating that XXXX provided documentation and they found no issues with the dispute. The documentation that XXXX provided was that they do not have to refund me because they never received the return but in the next line they also provided the same proof of return from XXXX that I have been providing as well. I called Discover again and asked them to explain to my why they sided with XXXX and a Discover supervisor told me that I needed to get written confirmation from XXXX that they will refund the charge specifically to my Discover card. I supplied Discover with their requested documents of an online support chat with XXXX and an email confirmation that they will refund my Discover card back. I have been going back and forth with both Discover and XXXX to no avail. XXXX is saying that the chargeback is a refund and Discover is stating that it is not a refund. Discover is still holding me liable for the charge even though I have proof that the lens has been returned. XXXX has provided them with the same proof of the return as well. I have talked to multiple Discover supervisors that tell me they are forwarding my case up the line but I still have no resolution. I have attached multiple supporting documents. I would greatly appreciate some help here. I feel like I am getting the run around by these guys. Thank you for everything you can offer to help. 

Timeline XX/XX/XXXX XXXX XXXX XXXX from XXXX with Discover card. 
XX/XX/XXXX Returned XXXX XXXX via XXXX with XXXX return label within 30 day return policy. 
XX/XX/XXXX Return was received at XXXX XXXX XXXX XXXX warehouse via XXXX. 
XX/XX/XXXX Received email from XXXX confirming the refund request. 
XX/XX/XXXX Received email from XXXX requesting proof of the return, I replied with the proof of return delivery via XXXX. I did not receive a response. 
XX/XX/XXXX Received a XXXX email from XXXX requesting proof of the return, I replied with the proof of return delivery via XXXX. I did not receive a response. 
XX/XX/XXXX I disputed the charge on my Discover card because of XXXX failure to issue a refund after receiving the return. 
XX/XX/XXXX - Received a XXXX email from XXXX requesting proof of the return, I replied with the proof of return delivery via XXXX. I did not receive a response. 
XX/XX/XXXX Received an email from XXXX stating that a chargeback refund was issued to my discover card. 
XX/XX/XXXX Received another email from XXXX stating that a chargeback refund was issued to my discover card. 
XX/XX/XXXX Received an email from Discover that they were still investigating the dispute. 
XX/XX/XXXX - Received another email from Discover that they were still investigating the dispute. 
XX/XX/XXXX Received a letter from Discover stating they sided with XXXX in the disputed transaction which included the documentation that XXXX provided to them. In the documentation XXXX stated that no credit is due because the merchandise has not been returned, then provided the return invoice that proved it was returned in the next line. 
XX/XX/XXXX I spoke with Discover and asked why they sided with XXXX when they clearly showed proof that they received the retuned item. They told me that they were forwarding the case to a supervisor. 
XX/XX/XXXX Received an email from XXXX stating that the dispute has been resolved between XXXX and my card issuer, therefore they would not be able to reimburse me. 
XX/XX/XXXX I spoke with a supervisor at Discover and they stated that they needed a letter from XXXX stating the refund was to be issued specifically to my Discover card. 
XX/XX/XXXX I started an online chat with XXXX requesting a proof of a refund to my Discover card. They stated they already refunded the charge back on XX/XX/XXXX. I told them that according to Discover the chargeback was not a refund and they needed a letter stating that a refund would be issued to my Discover card. 
XX/XX/XXXX Received an email from the XXXX rep I chatted with requesting a refund to my Discover card. 
XX/XX/XXXX Received an email from Discover that they could not continue the dispute. 
XX/XX/XXXX I spoke with a Discover supervisor and was promised that the dispute will be forwarded to a higher up supervisor for additional review because they state that Amazons chargeback on XX/XX/XXXX is not a refund and that XXXX still owes me a refund because they received the returned lens on XX/XX/XXXX.

Company response to consumer: Closed with monetary relief