Consumer complaint received 2021-04-06
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:
Me and wife are joint account holders on Discover credit since XXXX with my wife XXXX XXXX being primary card holder. We had signed up for automatic full payment from our bank account. We were supposed to get new credit card in XXXX/XX/XX/XXXX which we never received. In XXXX we received huge number of fraudulent charges from out of state amount to more than XXXX. We called customer service, reported we never received card and reported the fraud charges. Please note we typically do not charge more than $ XXXX {$2000.00} on this card per month. To our amazement, discover still pulled about XXXX from our bank account on XX/XX/XXXX. When I called again, I found out they had not flagged all the transactions that I reported earlier as fraudulent. I requested the statements to be mailed so that can again pin point what transactions are still fraudulent. Upon receving the statement I called again and very specifically pointed what were fraud and what are legitimate. After about a month I called again to request refund of the overpayment that was showing as negative balance ( little over XXXX ). I was told request has been made and since amount is more than XXXX it will require couple of weeks for approvals. More than 2 weeks passed so I called customer service again today on XX/XX/XXXX. Customer service forwarded to fraud prevention who then forwarded me to investigation department. I spoke to lady named XXXX who said since matter is still under investigation, they can't issue refund. I told her I had reported those as unauthorised charges before the statement was generated and that they should have never pulled from my bank account to begin with because accordign to our card holder agreement we do not have to pay disputed charges till investigation is complete. They already violated the agreement by pulling the money and now they are delaying the refund. When I said that XXXX said I am not the primary card holder and that she will need to speak to my wife. So I called my wife at work and conferenced her in. Then she said she can't trust because she did not initiate the call. I then told her then to call her directly. She agreed however according to my wife she never called her again. This is not only poor customer service but violation of card holder agreement and unauthorized debit from my bank account. I thought of calling again and speaking to a supervisor. Upon explaining the whole situation, supervisor still said the same thing that they can ; t refund till investigation is complete. Clearly she did not understand the issue here. DISCOVER should have never pulled payment from my account when fraud was reported, now I have been out of money for nearly 4-5 months on fraudulent charges that credit card issuer is supposed to protect us. This matter needs to be investigated because it clearly does not seem to be right.

Company response to consumer: Closed with non-monetary relief