Consumer complaint received 2021-05-07
Company: DISCOVER BANK
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
On XX/XX/XXXX, I received an email from Discover, XXXX, regarding a promotional offer involving XXXX XXXX XXXX. " Get a {$45.00} statement credit when you activate this offer and sign up for a new {$45.00} XXXX XXXX XXXX membership online or in club with your Discover Card by XX/XX/XXXX. '' I ignored the email but decided to go through with the offer on XX/XX/XXXX when I received a reminder email from Discover due to the deadline approaching. Below the headline and paragraph was a link to activate the offer, which I clicked. To be eligible to receive the statement credit, you had to : 1 ) Offer valid when you purchase a new {$45.00} XXXX XXXX membership. ( Offer good when you join online or in-club as a new member. New member can not have been a member within last six months. Offer may not be combined with any other XXXX XXXX offer or promotion. 

2 ) Offer excludes Plus membership, membership renewal, membership upgrades, add-ons, additional memberships, pre-paid membership or XXXX XXXX Gift of Membership. 

2 ) Only memberships bought in the United States are eligible for this promotion. Only one statement credit per new primary member. XXXX and XXXX XXXX XXXX are not eligible for this offer. 

3 ) Must be 18 or older to purchase a membership, and membership is subject to qualifications. 

4 ) Offer eligible only if activated via the link in this email or site when you use your Discover card to purchase a {$45.00} XXXX XXXX membership now through XX/XX/XXXX. 

5 ) Offer fulfilled as a statement credit within three billing cycles after the end of the promotion. 

In order to comply with the terms of the promotional offer, I activated the promotional offer using the link in the email I created a new email and a new XXXXXXXX XXXX  XXXX account using that email to avoid any misunderstandings. I bought the basic " XXXX '' membership ( not Plus ) for {$45.00} with my one and only Discover credit card. Three billing cycles after the end of the promotion would be XX/XX/XXXX. My credit card statement typically ends on the third of every month, meaning the latest date possible I should have received the promotional statement credit would be XX/XX/XXXX. 

On XX/XX/XXXX, I contacted Discover through the messaging section of their app to inquire about why I hadn't received the promotional statement credit. I respectfully informed them that it had been more than 3 statement credits and that I knew of others who had received their statement credit already. Despite hearing my reasoning, the chat representative said 3 billing cycles after XX/XX/XXXX would be XX/XX/XXXX for me ( something I knew was wrong but didn't comment on ) and assured me I would receive it then. I left it at that and decided to wait until XX/XX/XXXX. 

On XX/XX/XXXX I once again asked why I didn't receive the promotional statement credit. The customer service representative, XXXX, asked if I had XXXX XXXX  XXXX  membership within the last six months If I signed up for any other XXXXXXXX XXXX XXXX  membership or promotion If I signed up for Plus membership or any other unrelated membership If I purchased the membership outside the United States If I was a XXXX or XXXXXXXX XXXX  XXXX  associate and If I was younger than XXXX years old. The answer to all the questions was No.

After a back and forth, the rep had someone look into the problem and told me to wait. 10 minutes later, she came back and said I was not eligible for the offer and restated the terms I said at the beginning of this complaint. As you can see, I violated NONE of those conditions. The only thing they said they could do was to contact their headquarters team which I agreed to do. It's been 2 days since then and I've not been contacted by anyone at Discover so I'm now filing a complaint.

Company response to consumer: Closed with explanation