Consumer complaint received 2021-11-22
Company: DISCOVER BANK
State: NY
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:
This complaint is to be filed against : Discover Financial Services XXXX XXXX XXXX XXXX XXXX, IL To Whom it May Concern, On XX/XX/2021 at about XXXX EST, I attempted to order over the phone XXXX airplane tickets for my wife and I to XXXX XXXX XXXX in the amount of {$950.00} from a XXXX agency using my Discover credit card. At the time of the order, the travel agent told me that I would receive an email confirmation of the purchase with ticket details within XXXX minutes of the transaction. I waited until around XXXX XXXX but the confirmation never arrived. 
The following day ( XX/XX/2021 ) around XXXX EST as I was checking my emails looking for the confirmation from the travel agency ( which hasnt arrived ) I only saw an email from Discover which arrived at XXXX EST informing me that a purchase attempt was flagged as suspicious and had been declined requiring my personal confirmation. To me this meant that the transaction was not successful and the tickets were never ordered as I did not provide any additional authorization per Discovers email communication. However at XXXX XXXX I received another email from Discover stating the following : Thanks for confirming your recent purchase. Upon seeing this email, at XXXX XXXX, I immediately called Discover card services, explained the circumstances and was reassured by the Discover customer service representative that the transaction at the time of the call had still not gone through. At this time I asked that any further attempts of processing the order were blocked and that the transaction was canceled completely. I was reassured by the Discover representative that the transaction was indeed cancelled noting that there was nothing to worry about and there were no further action required on my end. 
After the live communication with Discover representative I continued to search for other tickets as we were going to a family reunion and we needed to secure our flight. I proceeded to order online thru a website recommended by my son XXXX 
Later that day ( XXXX ), as I was checking my emails and to my surprise I received a ticket confirmation from XXXX at XXXX EST. Additionally, at XXXX EST, there was another email from XXXX notifying that the credit card used had been declined for the booking and the transaction needed further action in order to be completed. 
Given the assurance in the morning by the Discover representative and the final email communication from XXXX notifying me that the transaction was declined, I was led to believe that no charges had gone through. 
On XX/XX/2021, I received the statement from Discover, with a charge from XXXX included. I proceeded to call Discover card services to dispute the charge and explained what has occurred a week prior. I was once again reassured by multiple tiers of Discover customer service representatives that the charge would be marked as disputed and removed from the statement. It was recommended that I also attempt to call the vendor ( XXXX ) directly to see if there was anything they would be able to offer but despite my trying, the vendor blocked my attempts by being unresponsive, asking me to call back numerous times and essentially giving me the run-around. 
On XX/XX/2021 I received an email confirmation from Discover card services that the circumstances were investigated and that they had ruled in my favor. 
On XX/XX/2021 I received a statement from Discover and I was surprised to see that the charge was still there. After reaching out once again to the DiscoveXXXX customer service I was notified at that time that decision had been overturned in favor of the XXXX this being done with no further conversations with me to provide additional context or explanation. 
Over the last several months, I have called and talked to Discover representatives over ten times to try and resolve the dispute but despite several promises to reopen the case and rectify, little to no action has been taken on Discovers part. Several representatives have apologized to me about the mistake and made promises that it would be resolved and that I would receive a phone calls from Discover supervisors within 48 hours. Despite the promises, with weeks and months passing by, I was left to call back yet again and again. The lack of professionalism and due diligence from Discovers side is unacceptable ( as was acknowledged by Discover representatives on several calls held ) and should not be how long-time customers and consumers at large should be treated. 
As is likely evident, this situation has caused me emotional pain and suffering been much more stressful than what anyone should endure when a mistake was made by a credit card company ( allowing a transaction to go through after being asked to cancel and assuring that direction would be followed ). I am seeking resolution to this situation and would like to be refunded the amount I was charged, as Discover has promised over several months. 

Regards, XXXX XXXX

Company response to consumer: Closed with explanation