Consumer complaint received 2020-05-04
Company: DISCOVER BANK
State: NJ
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:
XXXX XXXX XXXX XXXX XXXX, XXXX NJ XXXX Cell Phone # ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WA XXXX Attention : Customer Service Group Discover Financial Services XXXX. XXXX  XXXX XXXX XXXX XXXX, UT XXXX Attention : Customer Service Group SEEKING REFUND CREDIT OF RETURNED XXXX ITEM : {$530.00} XX/XX/2020 Dear XXXX & Discover Financial Services Customer Service Managers, I wish to bring a product return issue to your attention ( XXXX XXXX, XXXX ORDER # XXXX ) that I purchased on XX/XX/2020 ( Purchase price {$530.00} ). 
I bring this issue to your attention because this product was returned to XXXX. XXXX acknowledges receipt of returned product on XX/XX/2020 ; however, refund has still NOT been credited to my Discover Credit Card. To resolve this issue, I would like to receive a refund to my Discover Credit Card for the purchase price of {$530.00} as soon as possible. Below is a summary of events to date : 1. XX/XX/2020 Purchased Item from XXXX. 
2. XX/XX/2020 Scheduled delivery date per XXXX. However, XXXX failed to deliver product to my house on XX/XX/2020 but incorrectly noted Delivered on my XXXX account. 
3. XX/XX/2020 -I attempted to call XXXX Customer Service to inform that item was not received but was unsuccessful as all phone lines were not answered. 
4. XX/XX/2020 launch a Charge Dispute through Discover Credit Card. Discover Card then issued a Temporary Credit/Refund back to my Discover card pending investigation. 
5. XX/XX/2020 My neighbor delivers my XXXX item that had been wrongly delivered to his house. I immediately wrote a note to Discover informing Discover that I had received the product and was ok to pay XXXX. 
6. First Week of XX/XX/2020 I returned the product to XXXX as I was not satisfied with it. 
7. XX/XX/2020 XXXX acknowledges receipt of returned item. According to XXXX website, refund will be processed within 2 to 3 business days of receipt of item. 
8. Over the past weeks I have reached out to Discover and XXXX multiple times to inform that I have still not been credited with the {$530.00} following return. Both parties have been unhelpful, and this continues to be a frustrating issue. 
9. XX/XX/2020 reached out to Discover to follow up on issue once again Asked to speak to a Supervisor in the Disputes Resolution Dept. Supervisor could clearly see that refund had not been issued but was, again, very unhelpful, noting that it was possible that XXXX may have sent me a refund via check ( As a standard policy, I believe XXXX issues refunds back to the card or original means by which item was originally paid for ). Item was purchased with a Discover Credit Card so how is it possible that XXXX then decides to send me a refund via physical check OR Cash? 
10. XXXX XXXX I again reached out to XXXX Customer Service via online Chat - XXXX noted that refund was sent to Discover Card on XX/XX/2020. They note that they did not recharge my Discover card when my neighbor delivered the product. Explanation does not make sense as returned item was received by XXXX on XX/XX/2020. 
I am now caught in a bureaucratic web between XXXX and Discover Credit Card. I have provided evidence to Discover that indicates that XXXX has received returned item. Discover Dispute Supervisor is now saying that it is possible that XXXX may have sent me a physical check for the returned item and wants me to prove that is not the case. How do I prove that? Send all my various bank account statements to Discover to evidence that I have not received the {$530.00} from XXXX? 
Discover Credit Card - why not simply reach out to XXXX to verify whether a refund was sent to me? In this intervening time, Discover Card continues to charge interest rate on my account for a product that is no longer in my possession. 
XXXX - Can you directly contact Discover to resolve this matter and issue this refund? 
I look forward to hearing from you as soon as possible to resolve this matter. I am enclosing copies of various supporting documents listed below. I may be contacted at the above address and phone number. 
Sincerely, XXXX XXXX CC : XXXX, XXXX CC : https : XXXX CC : ftc.gov/complaint ATTATCHMENTS : 1. XXXX Order Receipt 2. Charge Dispute email to XXXX 3.  Letter to Discover Card follow delivery of item by neighbor 4. XXXX XXXX Return Acknowledgement notification 5. XXXX XXXX chat script XX/XX/2020 6. Discover Activity Statement showing XXXX charge

Company response to consumer: Closed with monetary relief