Consumer complaint received 2019-07-05
Company: DISCOVER BANK
State: MA
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:
[ Documentation ( emails, screenshots, etc ) available upon request ] XX/XX/XXXX - I signed up for an account with the company XXXX XXXX, under their 30 day free trial ( with auto-renew ). As part of signing up, I provided them with my Discover card information. 

XX/XX/XXXX - Due to poor service on the part of XXXX XXXX, I decided to cancel my account with them. After contacting them, I am informed in an email that I should follow a web link, enabling me to speak with an agent who would cancel the account. After a brief conversation with an agent in which I verified some account information, I was informed that my account was cancelled. 

XX/XX/XXXX - I receive an email from XXXX titled " Why come back to XXXX? '' in which the company states " We'd like to give you a special offer to come back to XXXX  today. And if you act now, you may still be able to reclaim your previous phone number! '' I took this as further confirmation that my account had been cancelled. 

XX/XX/XXXX - I receive a second email from XXXX titled " Come back to XXXX  with a Discounted Rate '' with content similar to the one received on XX/XX/XXXX. 

XX/XX/XXXX - My Discover card is charged for {$32.00} by XXXX eXXXX. Assuming my account was still active, I attempted to login via XXXX XXXX online portal and am informed that my account no longer existed. 

XX/XX/XXXX - My Discover card is charged for {$32.00} by XXXX XXXX. After seeing this, I spent several hours on the phone with XXXX XXXX, being on hold for long periods of time and being transferred multiple times. I felt my concerns were not being taken seriously and never received an explanation from the company for why I kept being charged. 

XX/XX/XXXX - My Discover card is charged for {$32.00} by XXXX XXXX for the third time. 

XX/XX/XXXX - I open up several disputes on Discover 's website for the previous charges from XXXX XXXX  on my account, and received a temporary account credit on my account. I provided Discover with my experiences with XXXX XXXX  up to this point. 

XX/XX/XXXX - I am informed by Discover that their dispute investigations have found in my favor, and my account with them is adjusted to reflect this. 

XX/XX/XXXX - I am informed by Discover that my previous charges from XXXX XXXX have been determined to be valid, and the credits to my account are reversed, along with a repost of the initial charges. I call Discover and am told that to continue the Dispute I should upload further documentation. 

XX/XX/XXXX - I upload further documentation to the Discover website, indicating XXXX XXXX XXXX   history of fraudulent behavior in violation of California state law ( where XXXX XXXX is headquarted ) which states ( among other clauses which XXXX XXXX broke ) the following : " If the automatic renewal offer or continuous service offer includes a free gift or trial, the business shall also disclose in the acknowledgment how to cancel, and allow the consumer to cancel, the automatic renewal or continuous service before the consumer pays for the goods or services. '' The full law can be found here XXXX XXXX XXXX XXXX? lawCode=BPC & division=7. & title= & part=3. & chapter=1. & article=9. I also informed Discover that my experience with the merchant was not by any means unique, and that XXXX XXXX XXXX   practices of predatory behavior have been well documented : XXXX XXXX   XXXX ( you can see XXXX XXXX  listed under the " Alternative Business Names '' section ) XX/XX/XXXX - I am informed by Discover via email : " After reviewing the information you provided, we determined that we've already considered this information or it was insufficient and we could not continue the dispute. '' When I attempted to contact a Discover support agent through online chat, I was informed that they would be unable to resolve the dispute in my favor without a cancellation number from XXXX XXXX ( which I was never provided with ). 

When I attempted to explain that XXXX XXXX XXXX charges were considered illegal under California state law, and asked for protection under Discover 's " {$0.00} Fraud Liability Guarantee '', I was informed that nevertheless Discover considers the transactions valid due to the fact that I had provided XXXX XXXX with my card information and had agreed to their terms of use.

Company response to consumer: Closed with explanation