Consumer complaint received 2023-05-11
Company: DISCOVER BANK
State: NM
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:
On XXXX XXXX I received notification from Discover Card that they believed a fraudulent transaction occurred on my Account for {$220.00}. I verified that it was fraudulent and thanked them for proactively contacting me. While talking with them on the phone they said that I would not be liable for the fraudulent charges and they would take care of it. They issued an immediate credit for {$220.00} and then cancelled my cards and issued new credit cards that I received in the mail a week or so later. 

On XX/XX/2023 they issued another credit of {$220.00} with the tag that it was a temporary credit pending investigation. The charges were from a merchant XXXX CA that I have never heard of nor have done business with. 

On XX/XX/XXXX they reversed the temporary credit of {$220.00} pending investigation without notification to me. I noticed the reversal on my account and called them a day or two after. During this call they transferred me to the fraud department and they said that it was a correction because they had issued 2 different credits to my account for {$220.00}. It was not very clear as to why they issued two credits and why they reversed one without notifying me, but once again I was told that I was not liable for the fraudulent charge of {$220.00}. 

On XX/XX/2023 I received a letter in the mail from Discover card dated XXXX XXXX stating that they had finished their additional review of the disputed transaction and found the charge to be valid. It stated that they had reversed the credit of {$220.00} and it was based on information that I submitted along with documentation provided by the Merchant which they attached. First, I never submitted anything to them ; they contacted me. Second, and most importantly, the 8 double sided pages they sent all clearly show that it was not me nor anyone on my account who made the transaction. The documents show it is a person located in Texas, not New Mexico where I live, a different name, different email address, and a different IP address than mine for the purchase. So all information sent to me does not match my personal information and is wrong and erroneous. I can share copies of this document if needed. 

So I called Discover card on XX/XX/XXXX and talked with XXXX in their Delaware office who quickly reviewed my account and the letter and apologized. She said I was completely correct and that the letter was a mistake and that they would credit my account and take care of it immediately. 

On XX/XX/XXXX I checked my account and the fraudulent charge was still showing on my account with no reversal. So I attempted to call them again and after being on hold for an extended time waiting to speak to a supervisor I was disconnected or hung up on so I called back again and after another extended period of being on hold waiting to speak with a supervisor I was transferred to a XXXX who I asked for her last name so that I would have some accountability and she refused to give me her name and was quite curt about it so I asked to speak with her manager and was told no managers were available. Which is ridiculous, so I told her I would wait. After almost 30 minutes she finally said her manager XXXX was available and she would transfer me. But she transferred me to XXXX voicemail. So I called back again and once again after another extended hold. I talked to a person by the name of XXXX who refused to let me talk to XXXX or any other manager and was just plain nasty and belligerent. So I did raise my voice after being on hold and hung up on, sent to voice mail and told her that I needed to speak with a manager immediately and how was it that XXXX was available 20 minutes before and not now. So she started to threaten to hang up on me and I told her not to but she hung up on me anyway. 

So I called in again and asked for a supervisor on the customer service team instead of the fraud department since they were not helpful and spoke to a XXXX who seemed extremely nice and helpful. She called over to the fraud department in my behalf and advocated for me. She told me once again that I was not going to be liable for the fraud charge of {$220.00}, and apologized for the the letter and said once again that it was a mistake by a different group. She also stated that it would take 72 hours for the charge to be removed which I told her was ridiculous, but was hopeful that it would be resolved. 

So as of today, XX/XX/XXXX, more than than 72 hours and the charge has not been reversed or refunded. I attempted to call Discover 's Customer Advocacy Group at XXXX and big surprise no live person to speak to only Leave a message which I did. I have not received a call back as of this time. 

The real sad thing is I keep seeing Discover Cards advertising where they say you will never have to pay for fraudulent purchases on your card with them. They need to be accountable for their false statements, lack of customer service and incompetence.

Company response to consumer: Closed with monetary relief