Consumer complaint received 2018-12-28
Company: DISCOVER BANK
State: WA
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: Card was charged for something you did not purchase with the card

Complaint:
I was out of country for the entire month of XX/XX/XXXX. My Discover XXXX credit was used without my permission for an amount about {$1000.00}. The investigation with this company, however, is a very unpleasant experience. Three different investigations was opened as I requested and every time its outcome is so blurry about how they perform their works. 
First of all, the investigation came out as my responsible for the fraud as of they could not reach me through the contact information on my profile. However, I did not get any email as they are appeared correctly on the account, and they said they called the number ( on the profile ) which is not mine, they talked to somebody over the phone through that number who seems to know me!!! And decided end the investigation after talked to somebody who is not me. 
Second investigation ( after I called to follow up and provide them again the correct phone number ) they asked for additional proof that prove I was out of country in XXXX. I faxed over my passport and waited till they mailed me a letter with same decision. This time, I called and figured out, it because of my fax image was negligible to read. Well, ok, why did they not contact me or inform me so I can definitely fax the higher quality images? I called and WAS TOLD to fax it again so they can review. 2 more weeks passed by, nothing happened, called again and found out they did not put in another review as I did not say please open another review when I faxed the second copy. They also asked me did I file a police report when it happened. I did not when I found out back in XXXX after came back from XXXX. 
Third investigation, same outcome. I responsible for my fraud as they determined. This time is another story. They figured out the new chip card was mailed to me in XX/XX/XXXX and was activated in XX/XX/XXXX, one and a half year later. However, I have never received it and not aware of new card. I've been using the previous card and they verified it by have me read out the code on the card that I have on hand. The fraud was made by the new card ( which I never seen ) and activated online through my account. Came up with the clue that somebody who is very close to me got the card and got a chance to get my account log in info ( after 18 months waiting ) to made the fraud. And because I did not file police report which is another option for them to review when they mention about it after our talk in XXXX so I, again, responsible for this fraud. 
I did not report in XXXX because I did not know it is still significant to them for a 4 months late report. 
However, I reported to police today and open another investigation with them. 
I have a XXXX XXXX with an XXXX XXXX XXXX XXXX XXXX and not able to work full time and it just happened to me this year too. I have been a value customer to them for years and this is the first fraud ever happened to me. Thus the way everything get resolve is very disappointed.

Company response to consumer: Closed with monetary relief