Consumer complaint received 2023-02-17
Company: DISCOVER BANK
State: GA
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:
Please accept this letter as an update on the status of this case. I have completed discovery, however there are multiple outstanding, request for documents that Defendant Discover Financial Services, LLC refuses to produce. To date, I have not received those records. Upon speaking with XXXX XXXX XXXX, on XX/XX/XXXX, when asked about said records his reply was what do you mean? Ill see what I can put together. Under the FCBA, financial institutions are required to produce documents to the cardholder regarding the decision of their dispute. 

XXXX XXXX made contact with myself on XX/XX/XXXX, under the alleged pretense that I had requested a call and according to XXXX XXXX he had never not called me back. I called XXXX XXXX at the end of XXXX, left a message requesting a callback, and did not hear from him until XX/XX/XXXX. The exact motive of XXXX XXXX phone call on XX/XX/XXXX in not completely clear, however he did seem eager to try and persuade me into admitting something that I have made very clear that I did not do. XXXX XXXX continually asked why my address was on the transactions but would repeated deflect when I inquired if the spelling of my name was, in fact, correct on all transactions and if they were all made with my verified email address. When I inquired about how his financial institution could hold me responsible for purchases that were clearly made in a state that I was not physically in, his only response would be to, again, divert the attention back on the fact that my address was on a few of the transactions. XXXX XXXX then claimed that their financial institution has no records of the emails they sent out regarding my fraud case ; I have very willing forwarded all correspondence from Discover, regarding this dispute, to their fraud Department and Executive office, which includes emails that prompted me to approve or deny some of these charges. 

Discover Financial Services claims that I made payments on these fraudulent transactions prior to reporting the fraud ; I have provided proof that I did not make any payment prior to XX/XX/XXXX, and have provided proof of email for delinquency in payments, Discover has no comment in this regard. XXXX XXXX XXXX Discovers rules for arbitration that is clearly spelled out in their own manual. He states that he is unaware of Discovers policy for denying charges when the name on the transaction is not an exact match to the name on the card and he has no knowledge of their institution necessitating that the email used for the transaction be an exact match to the verified email address associated with the cardholders account. XXXX XXXX brought up that, according to their records I registered the card the same day that it went missing and felt compelled to list out the preferences I had selected ; he then asked that I confirm. I do not recall the exact date that my account was created however, I do find it peculiar that they can keep such a detailed record of someones notification preferences, but conveniently omit email correspondence regarding a fraudulent dispute. When I inquired to XXXX XXXX regarding the fact that their fraud team is telling me that I was past timely filing when I first called in regarding the missing card, I pointed him back to this financial institutions handbook, which clearly states that the cardholder has 120 days from the date of the first fraudulent transaction. XXXX XXXX, again, had no comment. I have revealed to Discover that I have reached out to merchants regarding these fraudulent charges, and some have already been wiling to refund. XXXX XXXX response to this was vague and distorted. I have provided all correspondence with the involved merchants. I have also provided the police report, supplemented information, identity theft report, and license replacement receipt. Discover refuses to make any effort to contact Law Enforcement and has repeatedly denied my dispute based off this premise. I have been forced to make payments on these fraudulent charges beginning in XX/XX/XXXX, due to Discover refusing to properly investigate and reassert my dispute. I have filed suit with the Magistrate Court XXXX XXXX XXXX and will continue to pursue this effort until dispute XXXX is resolved in the cardholders favor. 




With kindest regards, I am, Plaintiff XXXX XXXX XXXX

Company response to consumer: Closed with explanation