Consumer complaint received 2023-06-05
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: Card was charged for something you did not purchase with the card

Complaint:
In about autumn XXXX, XXXX turned my account XXXX, despite my many emails and calls about that and attempts to turn it in XXXX again, and despite my attached emails and calls to XXXX about defective product, XXXXXXXX XXXX  unacceptable in-person customer service answer, its only routing my call abroad and its time-consuming, wrong information given by its departments abroad. XXXX, then, entirely denied me access to my account continuously for about half a year through now. Each time I attempt to contact XXXX about this, it notified me on its website and on the phone that it emailed me and, despite my confirming with XXXX that it had my same email on file as on my XXXX account continuously starting decades ago, I did not ever receive any of these emails XXXX said it sent during about all of XXXX. I was always, nonetheless, able to confirm my identity verification through confirmation of my receipt of XXXX 's text messages as I called XXXX and answering XXXX 's questions on the phone. On Saturday, XX/XX/XXXX, I heard for the first time that my Discover credit card had been charged many fraudulent -- including fraudulent recurring XXXX XXXX monthly membership though I have never once consented to XXXX XXXX membership -- charges to my credit card totaling thousands of dollars. These thousands of dollars of fraudulent XXXX charges started after I had notified XXXX, including by emailing XXXX, about XXXX XXXX denial of account access to me, such that XXXX was aware it was denying me the ability to monitor it. After I had emailed the CEO 's office at XXXX on Monday, XX/XX/XXXX, attached, XXXX at XXXX XXXX XXXX XXXX XXXX confirmed by email the next day on Tuesday, XX/XX/XXXX, that she had received my email to XXXX com at XXXX XXXX  XXXX XXXX XXXX 

As the dilemma remains that XXXX has for over half a year access to my credit cards it stores on my account, accesses my Discover Credit Card to repeatedly fraudulently charge me, including with almost half a year of fraudulent recurring XXXX XXXX membership charges, which I did not know about and was not aware of, nor could I be, as it denied me access to my account without my consent, until I called Discover on Saturday, XX/XX/XXXX, Discover has not put, despite my repeated requests, stop payments on all 3 XXXX XXXX ID # s used on my account during the relevant time period nor did it dispute all these charges right away, nor has it ever disputed these charges in a manner that allows me to upload supporting documentation. Instead, Discover hung up on me 4 times during the equivalent of multiple entire work days, during which I got no work done, and for which I am not paid, and online attempts to communicate with it over the last 3 days, as I repeatedly requested these. 

Please note that I originally used the XXXX site itself, before complete access to my account was denied me, to request XXXX call me. I then used the telephone number that representative gave me to call XXXX. More recently, I used the telephone number on XXXXXXXX XXXX  site for unauthorized charges and fraud, attached, and the telephone number on XXXX 's own Investor Relations site 's XXXX XXXX XXXX XXXX also attached. At that last XXXX XXXXXXXX XXXX corporate number, XXXX said she could not connect me to Executive Relations, XXXX corporate office or any XXXX XXXX customer service representative or any XXXX supervisor . Instead, she insisted on placing me in the global queue, at which a representative that sounded exactly like one of the ones I have been talking to during this debacle, during which XXXX repeatedly resolved nothing rather took up many days of my time making contradictory statements then eventually hours later stated I had been transferred to the wrong department and instead fraudulently charged my account repeatedly, answered. She answered again in heavily accented XXXX that is almost always extremely difficult to understand, and I started this complaint. 

After Discover Fraud Department Representative XXXX disconnected my first call, Discover Billing Disputes Representative XXXX, during Call Memo # XXXX, refused to dispute any XXXX charge at all. Then Discover Billing Disputes Representative XXXX said she blocked all 3 merchant ID # s XXXX had used -- its XXXX XXXX Membership Merchant ID #, its Amazon.com Merchant ID # and its XXXX XXXX XXXX ID # -- though after she put me on hold for most of an over 2 hour call, she then said she was going to hang up on me and deliberately hung up on me. Then, Billing Disputes Representative, XXXX, in XXXX XXXX, Ohio, said, during Call Memo # XXXX, that XXXX had XXXX only put stop payments on XXXX of those XXXX Merchant ID # XXXX and had not placed a stop payment on the XXXX XXXX XXXX ID XXXX. Then XXXX refused himself to put a stop payment on the XXXX XXXX XXXX ID #. He also said XXXX had not disputed the XXXX XXXX charge, as she had earlier said she had. 

I said to both XXXX and XXXX that the Discover Disputes site showed a spinning circle icon for each of the disputes and did not allow me to upload any supporting documents at all. Despite XXXX and XXXXXXXX XXXX assurance that it would allow me to at least within 24-48 hours. However, it never has and still remains in the same spinning icons status. 

XXXX had also said that I was not allowed to email my supporting documents to the Discover Executive Office at XXXX. Early this morning, instead of doing time-sensitive work that is going to rapidly be due to be completed, I called Discover Executive Office Representative XXXX at XXXX, who said that she opened a complaint. She said she would call me by the end of the day to give me the complaint number though never did. 

She said I had to attempt yet again to speak to a Billing Disputes Supervisor to resolve the above. She transferred me to Billing Disputes Supervisor XXXX in XXXX XXXX, Delaware, during Call Memo # XXXX. Despite my repeatedly telling him that almost all, and indeed 11, out of my 14 disputed XXXX charges are for unauthorized, fraudulent charges I was not even aware of and had no access to my XXXX account to be aware of, and 1 charge is for a defective product I had no account access with which to attempt return or exchange for almost 10 months, as the remaining 2 charges are for a defective product that was eventually replaced after delay though I need account access to confirm that after I repeatedly asked XXXX for an invoice though received none even before account access was denied me and the last for a similar product I might have ordered though need account access to confirm, he repeatedly contradicted me as he insisted these charges were for defective products. Then, he transferred my call to a department that could not even access or see any of my disputes at all. XXXX XXXX, in XXXX, in that department transferred me back to XXXX, who said that he had falsely changed ALL my disputes to state that ALL 14 disputes are for defective merchandise I had knowingly purchased then received. I requested that he render accurate his false statements and that he put the stop payment XXXX had promised to put then assured me she had placed on the XXXX XXXX XXXX ID #, the 3rd Merchant ID # Discover said was on my credit card account during the relevant time frame, as I had no access to my account to monitor XXXX 's continuous fraudulent, unauthorized charges. 

XXXX refused to block the XXXX XXXX XXXX ID # despite XXXXXXXX XXXX earlier promise to then assurance that she had. After I asked why, which I said made no sense given the dire situation and that the other 2 had been blocked due to the ongoing constant, extreme fraud coupled with denial by XXXX of access by me to my account, he said that he was going to reverse the stop payment on the 2nd XXXX Merchant ID # and unblock it so that that XXXX Merchant ID #, which had charged 4 unauthorized charges of almost {$1000.00} each in 2 days, on about XX/XX/XXXX and XX/XX/XXXX, right after XXXX was aware by my notification attempts that it was denying me access to my own XXXX account in order to monitor it, could resume fraudulently charging me. XXXX deliberately, after two entire days ' equivalent of lost work for which I am not paid of speaking to Discover about its deliberate repeated endangerment of my account as it hung up on me repeatedly instead of disputing then allowing me to upload supporting documentation about all these charges and my requests to block all XXXX Merchant ID # XXXX used on my account, now allows the XXXX Merchant ID # that fraudulently charged me almost {$4000.00} to charge me again repeatedly, fraudulently. 

I called the Executive Office for the third time just today, asked for XXXX, was told by XXXX that XXXX had gone for the day without ever calling me with my Complaint #, and asked that Executive Office Supervisor XXXX resolve the entire situation, then contact me confirming that he has and write me a snail mail letter in confirmation and answering all my complaints. XXXX then said I can email documents supporting my disputes, after all, to XXXX, after Billing Disputes Representative XXXX had said on Saturday just 2 days ago I could not and XXXX had repeatedly said neither she nor the Executive Office could do anything at all about Discover 's Disputes site not allowing me to upload supporting documentation. 

These are the Disputed charges : 1 ) Post Date : XX/XX/XXXX Description XXXX XXXX XXXX Amount {$16.00} 2 ) Post Date XX/XX/XXXX Description XXXX XXXX XXXX Amount {$16.00} 3 ) Post Date XX/XX/XXXX Description XXXX XXXX XXXX Amount {$16.00} 4 ) Post Date XX/XX/XXXX Description XXXX XXXX XXXX Amount {$16.00} 5 ) Post Date XX/XX/XXXX Description XXXX XXXX XXXX Amount {$16.00} 6 ) Post Date XX/XX/XXXX Description XXXX XXXX Amount {$820.00} 7 ) Post Date XX/XX/XXXX XXXX XXXX XXXX Amount {$950.00} 8 ) Post Date XX/XX/XXXX Description XXXX XXXX Amount {$960.00} 9 ) Post Date XX/XX/XXXX Description XXXX XXXX Amount {$960.00} 10 ) Post Date XX/XX/XXXX Description XXXX XXXX XXXXXXXX XXXX Amount {$37.00XXXX XXXX  ) Post Date XX/XX/XXXX Description XXXX XXXX  Amount {$31.00} 12 ) Post Date XX/XX/XXXX Description XXXX XXXX Amount {$0.00} Dispute # XXXX XXXX*13 ) Post Date XX/XX/XXXX Description XXXX XXXX Amount {$28.00} I am asking that Discover right away permanently refund me the sum of the {$82.00} total of the 5 fraudulent XXXX XXXX recurring charges and the {$3700.00} in XXXX fraudulent, unauthorized charges for a total refund of {$3800.00}. 

I also on Saturday night telephoned the XXXX XXXX and Unauthorized Charges Line Supervisor at XXXX. I spoke to Supervisor XXXX XXXX in XXXX, XXXX, though have not received access to my account yet, do not ever receive emails from XXXX, which XXXX said it sent today and each time I called about denial of access to my account over the last about half a year ( yet I receive emails from everyone else ) and have not received any credit yet. He said that, despite how the XXXX supervisor during my late XX/XX/XXXX call confirmed that XXXX had made an error causing me not to have access to my account and that XXXX error was the proven and only cause, XXXX now suddenly stated XXXX has added 2-step verification on my account and refused to assist. I obviously did not add 2-step verification on my account, after these earlier 2023 calls, as I had been told by the XXXX supervisor XXXXhat it was XXXXXXXX XXXX error causing denial of access to my account and causing my non-receipt of any XXXX emails XXXX Since I had no access to my account, to do so would be impossible. 

I spoke to XXXXXXXX XXXX XXXX supervisor, a manager who said XXXX can easily remove the 2-step verification now on my XXXX account under XXXX alone 's access to it, restore my access to my account and credit all the above charges. However, he refused to do any of these at all during that call and said he was going to call me back then hung up on me and never called me back.

Company response to consumer: Closed with non-monetary relief