Consumer complaint received 2019-07-01
Company: DISCOVER BANK
State: MO
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/19, I purchased {$1100.00} in XXXX XXXX gift cards from XXXX These gift cards were used to book a flight on XX/XX/XXXX ; the email confirmation for this reservation, sent on the same day, clearly reflect the gift card numbers purchased from XXXX as the method pf payment ( s ). 

On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, XXXX XXXX received notice that the booking was returned to the cardholder and a new form of payment was needed as the ticket ( s ) status is SUSPENDED. 

I initiated a dispute with Discover about the transaction around XX/XX/XXXX. The case number for that dispute being XXXX. 

I was given a credit for the amount in dispute, but found out this was reversed on XXXX XXXX ( XX/XX/XXXX ). I was informed XXXX had provided sufficient evidence. This was a scan containing the gift card numbers they supplied me. 

I tried reasoning, saying why would I need to pay for the same flight if the gift cards were valid? I stated they ( Discover ) would see another transaction, this time from XXXX themselves, for the flight, as a charge. And I did have to charge the flight, the purchase occurring on Sunday, XX/XX/XXXX, at the terminal. I also uploaded this itinerary, showing the same flight number, dates, passengers, destination, etc as matching the original made on XX/XX/XXXX. 

I was informed by someone at Discover, perhaps XXXX on XX/XX/XXXX ( I spoke with so many people at so many different times trying to get this resolved the exact date eludes me ) that if I could get it in writing from XXXX that the gift cards were fraudulent, that would really help my cause. 

I submitted in writing that request to XXXX XXXX on Tuesday, XX/XX/XXXX. I did not receive a response until Monday, XX/XX/XXXX, and it was vague at best, stating the reservation had been canceled due to a dispute that was filed against the purchase. 

This was not sufficient for Discover. 

I then got it in writing, from XXXX after filing a XXXX complaint against XXXX, on XX/XX/XXXX, stating the following : " ... in reviewing our records, I found that the XXXX gift cards ( listed below ) that you mentioned acquiring from XXXX were purchased through unauthorized activity. 
XXXX | {$200.00} XXXX | {$200.00} XXXX | {$200.00} XXXX | {$200.00} Once this was brought to our attention, all reservations associated with the gift cards were canceled, and the money was returned to the credit cards used to purchase these cards from XXXX XXXX initially. We regret that this resulted in the cancellation of your, XXXX, and XXXX reservation. Although I was glad to see we honored the original fare, were sorry for your disappointment with having to rebook and pay for your familys reservation upon arrival to the airport. 

Please keep in mind that XXXX XXXX is not responsible for honoring invalid gift cards or refunding any additional funds applied to the reservation. With that in mind, the funds applied from the two additional XXXX gift cards ( listed below ) arent available for use or eligible for a refund. 
XXXX | {$200.00} XXXX | {$200.00} I called Discover on XX/XX/XXXX, telling them of the new information. 

The lady with whom I spoke, XXXX ( sp? ), stated that the case is closed, and they ( Discover ) would not take it up any further. 

I stated that this is new information and that my dispute center on discover.com states ( EMPHASIS MINE ) We have finished our second review of this investigation. Based on information we received from both you and the merchant, the transaction appears to be valid. We sent you a letter via mail or secure message at Discover.com about this investigation which includes a copy of documentation we reviewed. Please review this information and notify us immediately if you wish to continue this dispute. IF YOU HAVE NEW INFORMATION WE HAVE NOT CONSIDERED, WE WILL BE HAPPY TO CONTINUE WORKING ON YOUR BEHALF. 

I asked how Discover could possibly side with XXXX when they ( Discover ) have it in black and white that I was sold a bill of goods. 

The answer to this, and every other question I asked of them, was that the case is closed and they ( Discover ) would not take it up any further. And that I should try to resolve this with XXXX. That Discover is ( paraphrasing ) done with the matter unless they get it in writing from XXXX that a refund is owed to me. 

I have emailed XXXX, and have not heard back. And the odds of hearing back are ... not ideal.

Company response to consumer: Closed with explanation