Consumer complaint received 2023-03-14
Company: DISCOVER BANK
State: UT
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:
On XX/XX/XXXX, I received a text from discover asking if a suspicious {$14.00} charge was mine. I followed the instructions and texted back n for no. I received a confirmation text which said you have identified potential fraud. I assumed Discover locked my account after I confirmed the charge was fraud, and I did not receive any notification that my account was still open. The next notice I received from Discover was a text message on XX/XX/XXXX where the same {$14.00} charge was asked about again. I found this to be strange and texted " n '' for not my charge, Discover card again confirmed they received my message on identifying fraud. This was during an extremely busy time in my life, as I had finals and am currently in XXXX XXXX Discover did not email me, or leave any messages about my card still being open, and no actions being taken after fraud was identified. 

On XX/XX/XXXX, I logged into my Discover account and saw I had over several XXXX dollars of charges. I was shocked and called discover immediately. The lady I spoke with spoke with me very hastily. I went over 30 charges with her. I let her know some charges on prepayment were my charges, but the charges in person were not mine because my discover card was stolen. I was frozen out of my discover card account at the time, I could see the amount due, but it would not let me click to see the charges. I had to rely on the agent on the other end to relay the charges, and I told her the XXXX, XXXX, and dog food charges were mine because they were on automatic payment, but the other ones in person were fraud. She said she marked everything and then hung up. I was not convinced she marked everything we had discussed so I called another agent after that conversation. The other agent confirmed the previous lady did not mark everything that was fraudulent on my account, and as she read my charges it was clear the previous agent didn't even read all of the charges. We went over 50 charges with the next lady, the lady said I would get a temporary credit in 3 weeks, and then ended the call. At the end of the call, it was noted {$3400.00} were fraudulent charges. 

I did not receive my temporary credit until XX/XX/XXXX for the full amount, which took much longer than the promised 3 weeks. Between this time I spoke with 7 different agents. Each of these phone calls I went over which charges were mine, and which were fraud. This became extremely confusing because the agents were mistakingly marking my fraudulant charges as real charges, and my real charges as fraud. This resulted in me having to correct things several times. I distincly remember telling agents the XXXX charges were mine when for the third time they were marked as fraudulent charges. Once the temporary credit was given on XX/XX/XXXX, I thought the investigation team would do their due diligence and it would be resolved. 

I checked my account at the end of XXXX and saw I had a {$3100.00} balance back on my account. I was so confused and called Discover again. They said they completed the investigation and determined that {$3100.00} of charges were mine because the charges were done at places I had spent money before, and a XXXX charge was marked as fraud that had gotten traced back to my XXXX XXXX. I was absolutely flabbergasted. I had told the agents the XXXX was mine. I was certain of it. I had told them the XXXX XXXX, dog food, and everything on automatic payment was mine. I went through 7 agents and it was clear something had gotten marked wrong, or I may have mistakenly missed the charge they were reading as I had gone through this over 7 times. Instead of looking at the multitude of charges and coming to this conclusion, they automatically assumed I must have been lying about the other 50 charges as well. On my notes they also had said the reported fraud charges were mine because I had shopped at those stores before. My card was stolen close to my home, so of course it would be used in areas around. They did not check my spending history and see I had not frequented these areas in a long time. Some of the fraud spending they found were places I had never spent money before. Beyond this, there was nothing comparable to this level of spending pattern after XX/XX/XXXX in my whole credit history. After I told the agent this, he said I had not filed a police report. I told him nobody had told me to report anything. I have since filed a police report, XXXX XXXX is on my case, the report number is XXXX ( attached ). 

Discover has said I am responsible for these charges, but it was clear they did not try to do a thorough investigation. They did not even tell me to file a police report to aid the investigation until they had completed the investigation. They didnt check spending patterns, and did not mark the XXXX charge. Discover also did not freeze my card after I had reported fraudulant charges ( will attach this message ). If Discover had froze my card after I identified fraudulant charges the individuals who stole my card would have never been able to steal this much money. They want me to pay off this whole charge. I am attaching the police report, and the alert that was sent where I identified fraud twice. They have reopened my case on XX/XX/XXXX, I have alerted Discover of the police report number, but they have let me know I am responsible for this charge even though the investigation is reopened. I am a XXXX and can not afford this charge, I have NEVER missed one payment, and have fantastic credit. Even if I pay off this charge with borrowed family money, I still believe I should be reimbursed. I have never had an issue before this fraud. Please help me, I have lost faith in Discover as a company and would greatly appreciate assistance from the CFPB.

Company response to consumer: Closed with explanation