Consumer complaint received 2019-09-24
Company: DISCOVER BANK
State: NY
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: Card was charged for something you did not purchase with the card

Complaint:
In XX/XX/XXXX, Discover Bank notified me of charges that were not my own on their card and in looking, I realized that my card was missing/lost. The total charges were for over {$3000.00}. Discover claims that it did an investigation into the charges, but due to the fact that the card had a fraud matter in the past that they paid and that an item was returned ; they denied the fraud claim. I acted in investigating myself, as a charge was for a hotel room booked through XXXX. When I gave XXXX the itinerary number, they asked my name, email address, phone number - and said it didn't match their records. Of course not ; because I didn't make the charges - the card wasn't in my possession. I contacted XXXX XXXX, another merchant where the fraud occurred. I spoke with the manager who confirmed an item was returned but also told me items that were purchased - a laptop and other electronic items. The transactions were made in the XXXX, NY area ; I've never lived nor visited XXXX. So Discover just flat out denied the claim. I wrote the following letter to the CEO because I was so disgusted that they continue to ask me for money for Certificates of Deposit, and Savings Accounts. I'm a high net worth individual and have been targeted with identity theft and fraud in the past, and my banks have always protected me. I called today to speak with a Supervisor named XXXX who said my letter sent to Discover 's Corporate office was received ; but he said it was unlikely the letter will be responded to or I will get a call back. I asked if he was serious, he said yes. They simply, do not care. Right now there is a CREDIT on the account that they haven't paid back, nor did this Supervisor ask if I wanted a refund of the credit ... he just wanted me off the phone. 

Letter : XX/XX/XXXX VIA CERTIFIED MAIL CONFIDENTIAL COMMUNICATION DISCOVER BANK ATTN : Mr. XXXX XXXX, Chief Executive Officer Corporate Headquarters XXXX XXXX XXXX XXXX XXXX, Delaware XXXX Re : Fraud Charges ; Discover Bank Card Ending XXXX Dear Mr. XXXX, I am writing out of extreme frustration, disappointment and shock over an experience this year with Discover Bank. I have been a Discover cardmember for well over 4 years now. I have a {$30000.00} credit limit. My card became missing in XX/XX/XXXX and I noticed charges that were NOT authorized by me coming from the XXXX NY area. The fraud totaled over {$3000.00}. I am a high net worth individual and it is not uncommon for me to fall victim to this kind of activity due to that. I am a client of XXXX XXXX Private Bank, XXXX XXXX XXXX XXXX XXXX and also have disbursement accounts with a local credit union. I have enclosed some of my more recent balances just in my local credit union alone to show that I am not someone that has anything to gain by what your company has accused me of. After the fraud investigation by Discover had concluded, all the charges ( I highlighted them for you ) were returned to the account. I was astounded. I called and was on hold for a significant amount of time reaching the Fraud Specialist handling the claim. I was told that because there had been fraud on the account before and that whomever made the charge, returned an item which is unusual, at XXXX XXXX, they were claiming that I authorized the charges. This is false. Your fraud department, by means of its own and for its own convenience had decided that the pattern was unusual, thus they were denying the fraud claim. To make matters worse, one of the vendors XXXX had actually returned the funds to Discover. But Discover returned the funds back to XXXX!! Making me pay on a matter of fraud. I was told that I would have to produce new evidence. So, I took time out of my busy day and called XXXX. Repeatedly being told that my information didnt match the information on the booking, so they couldnt help me! Even after telling them that it was a matter of fraud. This is conclusive evidence that I didnt make the XXXX reservation. However, since none of the information matched ( phone, address, name, etc ), they couldnt provide me with the details to give to you. Amazing. Next I called the XXXX XXXX in XXXX NY where nearly {$2500.00} was spent. The manager confirmed that something was returned and agreed that it was unusual, but they dont check IDs ( my cards always say see id on the signature ). He told me a laptop was purchased, along with some other expensive equipment and nobody from Discover Bank had contacted them. 

I spent hours out of my busy day out of anger trying to figure out details needed to give to your Fraud Department so they would take this matter seriously. After asking my accountant to pay only the minimum balance on the card while this was cleared up ( thinking we would get evidence that shows I didnt make these purchases ), I was told by a Manager of the Fraud Team that the case was closed and would not be reopened. So, I could pay Discover or be delinquent. Thus, I asked my accountant to write a check for the full balance on the card. This is wrong. I routinely search for banks for good rates on CDs, Money Market accounts, etc. and Discover Bank has been brought to my attention recently for its rates. I will not deposit {$250000.00} in Discover Bank so that it can mistreat customers the way I have been. I will admit I was planning in XX/XX/XXXX to open a Certificate of Deposit with Discover Bank for {$250000.00}, but I will not. I dont plan on ever using the card again so long as this decision remains. I seek Corporate to reverse the decision and readjust my account for the fraud claim in XX/XX/XXXX. 

I have had Fraud Claims with XXXX XXXX XXXX and XXXX in the past ( as I told you, high net worth are targeted ) ; I have NEVER had a fraud claim denied. With someone who is worth over {$5.00} Million, and has well over {$1.00} Million in liquid cash assets, do what your bank is basically accusing me of? I just paid off my XXXX card with a balance of over {$80000.00} I pay my balances in full monthly! Your Fraud Department was looking for the easy way out, it was looking for reasons to not protect me but to protect itself. 

I am asking you to appoint someone from your Corporate Office to address this matter to a satisfactory resolution. Its unacceptable that a vendor returns funds to your bank under a fraud claim and your bank sends the funds back, while I get the run around ( XXXX )!  Please see the enclosed documents : statement from the time of the dispute, bank summaries from my local credit union showing the cash that I have on hand. It does not make sense. Please handle this as a respectable bank would and treat your clients as you would wish to be treated. Correct this problem. I will look forward to hearing from you or an appointed officer in your Corporate Office. 

XXXX XXXX, I am simply asking for someone in XXXX to take a look at the matter and discuss it with me. And, I can not get that done.

Company response to consumer: Closed with explanation