Consumer complaint received 2023-01-18
Company: DISCOVER BANK
State: WI
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 centers around a defective treadmill XXXX and its associated fitness application from XXXX. In each case Discover has sided with the vendor despite inconsistencies and the documentation I have provided. I believe you will agree that Discover has not accurately reviewed the data as well as inappropriately charged me with fees. 
Key Complaints with Discover 1. Treadmill : I had a defective Treadmill. I disputed the charge immediately due to the defective nature of the unit. Discover did not support me with the compliant with XXXX to either repair, replace or return the treadmill. XXXX never contacted me on remediation. Once XXXX received the payment, there was no incentive to support me. I do not have access to Discovers documentation on the matter but they Discover contended I did not return the XXXX lb treadmill delivered on a panel truck as reason to side with XXXX. XXXX also showed they contacted me for the return authorization. However, their proof of contact was using an invalid email address that is not my email. I pointed all this out to Discover but they sided with XXXX. 
XXXX. XXXX : With a defective treadmill, the XXXX application has not use. I disputed all XXXX application charges since the treadmill was defective. I could not use and never used XXXX. Similar to the treadmill dispute, IFITs documentation referenced an invalid email address to me. I also pointed this out to Discover. 
XXXX. Discover Rewards : After over two decades as a Discover customer, I have cancelled my account. It is associated with their lack of customer protection. Upon cancellation, Discover was to pay me my cash back awards balance.

4. Interest and Late Fees : Upon cancellation of account, my balance was paid in full except the charges I continue to dispute. Discover continues to accumulate late fees on these disputed charges. I have notified Discover that these charges are still contested. They have indicated they continue to document that I dispute the charges. 
One should note that normally a customer has limited documentation of all the correspondence with the vendor since one would expect the product would function when an order is place. However, I can demonstrate a full appreciation of lack of response from XXXX  due to defect product as well as gaps in Discovers acceptance of vendor information despite inconsistencies or falsifications by vendor. 
NordicTrack Treadmill purchase and XXXX XXXX XX/XX/XXXX, I ordered an XXXX treadmill. I ordered the treadmill online. My order confirmation is below. 
Key Points Related to Complaint This was during COVID. One of my complaints is XXXX was unresponsiveness to my calls and emails to return my defective treadmill. Also, XXXX has not value if the treadmill does not work yet they tried to charge me for a service that could not be used when I requested, they fix, replace or refund my money for the treadmill. Discover ignored that I did not have a functioning treadmill. I immediately contested the charges. 
There is a significant delivery charge as the treadmill weighs XXXX lbs with shipping pallet material. XXXX uses third party freight shipping companies to deliver their products. The product was delivered on XX/XX/XXXX via a large panel truck. Two people and a pallet dolly were necessary to unload the treadmill. As part of the complaint over the treadmill, Discover indicated that did not return the treadmill. However, return requires special equipment to return and XXXX  never contact me. ( See next point ) My email address on the order is XXXX as seen below. XXXX have sent confirmation of the treadmill order and XXXX  to xxxxxxxxx. You will note in subsequent documentation that XXXX provided information related to the disputed charges has used the email address zzzzzzzzz. This is not a valid email address. I had noted that to Discover but they continue to ignore this issue.

Company response to consumer: Closed with explanation