Consumer complaint received 2023-02-18
Company: DISCOVER BANK
State: OH
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 originally obtained vision insurance via XXXX through XXXX. They automatically renewed the policy which I never was given notice of being a condition. They did not allow a place to cancel on their home screen. They refused to take my calls and hung up on me when I tried to contact them about fixing the issue. They have engaged in a multi business marketing scam where they " sell '' the policy to third parties. I instituted a fraudulent charge with Discover acct on my account regarding the charge and also the Ohio Attorney General. The AG said I needed to file with the Ohio Dept of Insurance and I filed a complaint there. I also eventually filed a complaint with XXXX the initiater promoting the product. I disputed the charge with Discover. They came back saying they were provided with audio recording I agreed to be charged the money and were closing the dispute. Not allowing any verification or further investigation. The Ohio Dept of Insurance finally tracked down the company ripping me off in the multi company scam, who sent them documentation saying they had cancelled the policy due to non payment in XXXX, yet Discover had reversed, then re-instituting the charge saying they found in the merchants favor because I had no physical documentation at the moment. I sent them additional evidence the policy said it had been cancelled and they said it was irrelevant. The Insurance responded to the Ohio Dept of Insurance in XXXX saying they had cancelled the policy, a credit was issued to my credit card a second time. Then it was recharged a third time. This time I had documentation from the ODI saying they were told the policy was cancelled and not in effect. Notification from the Insurance company the policy was not in effect. The ODI said the company was in compliance and they were closing the complaint. I messaged them back saying the money had been credited to my account a second time, then re-billed a third time. I have not received a response. The CC company claims they did not need to do a second investigation with no evidence they deemed relevant, though they found in the merchants favor on the first dispute and the second credit and rebill was issued after that time, which they are now saying is due a second dispute, which they had claimed at the time they refused to initiate for lack of evidence. I have since provided them with the Insurance companies assurance the policy was cancelled for non payment. The ODI 's response they had cancelled the policy and I was not charged ( the second credit ) and then was rebilled. Discover is now acting in an obstructive manner, hanging up on me twice and refusing to process and acknowledge the evidence the charge is invalid, in spite of the ODI 's evidence the Insurance company telling them I do not have an active paid policy ( hence no charge for {$220.00} ). Yet they refuse to refund/credit the {$220.00} the third time. Before hanging up on me the second time on XX/XX/XXXX, Discover 's agent XXXX said they initiated a second investigation and were the ones who made the charge back a second time, not the insurance company though I was told there was no evidence for them to pursue a second review the second time I called in to dispute so why would they have issued the credit. It appears the Insurance did so to be able to claim to ODI the policy was cancelled and avoid sanctions and the credit does not reflect it being a dispute, so they could claim to the ODI I had no active policy, which was what the complaint was about. At the second time I tried to dispute with Discover, the only thing I could send them were multiple emails saying the policy was cancelled for non payment. They took the position the emails were after the billing date so meant nothing and thus there was no reason for a second dispute. They have refused to initiate a in XX/XX/XXXX a second dispute after I could provide all the documentation from the ODI assuring the insurance company informed them the policy was cancelled, not in effect and they were closing the complaint because the insurance company says they complied with all laws along with a notice form the insurance company sating the policy was cancelled. They've now resorted to hanging up on me at Discover, refusing to acknowledge they have a posted charge of {$220.00} they refuse to refund, for a policy the ODI and the insurance company both insist is not active. I want my money back and Discover censored for committing fraudulent activity on my account and refusing to credit my money back. They are refusing to initiate a third ( second ) dispute now that I can provide written documentation the charge is invalid.

Company response to consumer: Closed with explanation