Consumer complaint received 2018-07-19
Company: DISCOVER BANK
State: OH
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:
It is my opinion and firm belief that Discover Card and subsequently XXXX XXXX committed fraud and failed to honor its consumer protection policy on an item never received by the consumer causing the consumer anxiety, shock, emotional distress, and monetary loss. Employees failed to honor consumer protection policies and attempted to deceive the consumer even going as far as sneaking charge-backs onto the consumers account without notifying the consumer. On several occasions Discover posted We sent you a letter via mail or secure message at Discover.com about this investigation which includes a copy of documentation we reviewed. under disputes however never sent a letter or secure message including documentation they reviewed. Only the consumers due diligence in reviewing the disputes page revealed the deception. The disputes page is NOT the Discover secure message. Employees attempted to deceive the consumer that they had received correspondence from XXXX that the charge was valid however no new documentation had been received and a prior review of initial documentation received resulted in a ruling by Discover that it was an invalid response and the temporary credit was reinstated to my account. Employees attempted to browbeat the consumer when they removed the temporary credit claiming that XXXX had my name and credit card and that they therefore could not dispute the charge despite the fact that there was no new documentation from XXXX and that XXXX had ruled in my favor. Employees fraudulently replaced a closed investigation found in favor of the consumer with a second review stating the charge was valid without notifying the consumer. Employees attempted to deceive the consumer that the temporary credit had to be removed to balance the account despite the fact that Discover had applied a courtesy credit and the matter had apparently been resolved. Employees refused to allow the consumer to escalate his complaint to speak with a supervisor claiming the supervisors were not available and in one instance claiming that they sent the supervisor an email and that the consumer would hear back in 72 hours even though a supervisor never called back on the stated complaint. Employees failed to acknowledge that the consumer had provided documentation that XXXX had ruled in favor of the consumer and had allowed the chargeback. Despite a call to XXXX XXXX XXXX on XXXX-18 and discussion with XXXX XXXX who committed to investigating my complaint and responding in two business days, Mr. XXXX only called back 11 days ( accounting for XX/XX/XXXX holiday ) later on XXXX-18 and had NOT resolved the complaint. Mr. XXXX had introduced himself as an associate however a search on XXXX revealed that Mr. XXXX was a coach/supervisor. Discover refused to connect me with Independent Director of Internal Audit, XXXX XXXX XXXX. As promised I am filling a complaint with the CFPD.

Company response to consumer: Closed with explanation