Consumer complaint received 2022-06-17
Company: DISCOVER BANK
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Paid for XXXX XXXX Hour Certification training with XXXX XXXX on XX/XX/2022 for {$990.00} with my Discover Bank Debit card. When you click on launch course it is a different course called XXXX XXXX which is the other certification program that significantly less. The course also has the same quiz with the same answers throughout the course, which a student can not learn. I was not able to finish the course because I noticed the errors and wrong course assigned from what I paid. I sent emails and contacted them for assistance, XXXX XXXX XXXX XXXX, to no avail. I have never received an acknowledgement of my email, nothing. When I called, the representative asked if anyone responded I said no. They kept referring me to the following email address, which is the same email address I have been using to get information. I am limited on time and the original course I purchased is done in XXXX XXXX  - four days. The point is no one contacted me, nor assisted me. I found out the company is fraudulent is a scam having a different course with so many issues than what I paid for. I requested for a refund because they did not provide the promised product, service and assistance for what I paid. I gave them until XX/XX/2022 to respond again. As of XX/XX/2022, I still have not heard from the company. This was a classic bait and switch strategy. 

I had a feeling the company would not respond, on XX/XX/2022 I contacted Discover Bank to seek assistance in receiving my money. I wanted to file a dispute. The first agent told me it sounds like a valid claim, but had to transfer me to the dispute department. The rep told me she could not help because it does not fall under Regulation E and I authorized the payment. I told her I did not authorize fraud. I did not find out it was a fraudulent company with false promises until after. She kept invoking regulation E without explanation. I requested to speak with a supervisor and he kept invoking regulation E. Both reps told me to contact the XXXX XXXX XXXX In fact, the first agent said, if you threatened with filing a complaint, " I am sure you will get your money back. '' I said, I can not believe this. I kept telling them I have documentation, but they still refused to even open a dispute claim. 

I researched regulation E and it is a guideline for banks to follow, not mandatory. Most banks go above and beyond to assist their customers, especially with a case like mind. My case is a valid dispute claim under fraud and scam. 

On XX/XX/2022, per the Discover Bank representative and the supervisor with, I contacted the XXXX XXXX XXXX. As expected, the company has not responded to the XXXX XXXX XXXX. In fact, XXXX XXXX is in delinquent status with the state of Colorado, the state they are registered with. I also contacted the Colorado Attorney General 's office too, but there is no guarantee they would look at the case because they are backed logged with cases ( as stated with the email ). 

XX/XX/XXXX, I contacted Discover Bank was on the phone pleading with a rep and she kept invoking regulation E and XXXX  is my only option. I told her the problems they were having and how I found out that this company has done the same to others across the country, and they are not a member of XXXX. I asked for a supervisor again, I was on hold for a while. I got a supervisor and told her the story, then we got disconnected. I tried calling back hold, then tried to find a supervisor for 25 minutes phone disconnected. 

XX/XX/XXXX- tried calling back, to no avail. Nobody responded. 

XX/XX/2022 - tried calling back on hold for the dispute department, went through, but was disconnected again. Called two more times, told the story and was being transferred to a supervisor named XXXX. I was in the middle of telling my story and we were disconnected again. Called back and spoke to a representative and she said she wish she could help but could not because it is not authority. She said, there is a message from XXXX that our phone was disconnected that his computer crashed during our conversation. She said she sent him a message to call me back, to no avail. I am still waiting for his call. 

What is disheartening is that after Discover Bank kept hanging up on me, no one tried to call me back. This is even after each rep confirmed my phone number just in case we get disconnected. Another issue, they would not even open a dispute claim to conduct an investigation! I told them I have documentation and they still refused. Also, I found out the first rep and supervisor put in the wrong reason why I wanted to dispute the transaction. I told the second rep that was wrong.

Company response to consumer: Closed with explanation