Consumer complaint received 2018-09-04
Company: DISCOVER BANK
State: CT
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:
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX Telephone : XXXX Fax : XXXX http : //www.consumerfinance.gov/XXXX  A consumer can file a complaint over the WEB using the following link to the CFPB : http : //www.consumerfinance.gov/XXXX To Who It May Concern, I am writing to the Consumer Financial Protection Bureau to lodge a complaint against both Discover Card, XXXX XXXX and 3rd Party Arbitrator in regards to my DISCOVER CARD DISPUTE # XXXX against XXXX XXXX to your attention for review and to reverse Discover Card and a 3rd Party Arbitrators decision.

I wrote a letter to Discover Corporate Headquarters seeking to speak with people at Discovers Corporate Office, since I have not heard from anyone in a month regarding these complaints and the dispute with Discover Card against XXXX XXXX. 

Discover Card Corporate Headquarters XXXX XXXX XXXX XXXX XXXX XXXX, Utah XXXX I have filed a number of complaints with Discover and requested contact in regards to these complaints and my dispute with XXXX XXXX and I have never heard back from anyone at Discover or XXXX XXXX. This to me is outrageous. It is apparent that Discover values protecting merchants over consumers. 

Complaint Numbers : XXXX / XXXX Against Customer Service XXXX / XXXX Against Dispute/Billing Department XXXX / XXXX Against Undisclosed Arbitrator I spoke to a XXXX, XXXX and XXXX on the day these complaints were filed. There have been many more. No one has ever contacted me regarding these complaints. 

I have been lied to, treated rudely, laughed at, berated as well as other poor displays of customer service over the course of this dispute. 

My dispute has never been about the purchase of the Spiral Staircase. I have repeatedly stated that my dispute is not in regards to purchasing, receiving and signing for the Staircase.

My dispute is about the quality and services that were not provided for this 12 foot nearly ton Spiral Staircase structure.

In each step of this dispute, and Discover finding in the merchants favor. Discover always says reason was that I received and signed for the Spiral Staircase. 

My documentation to support my claim for I did not receive the quality and services as were promised by the merchant I more than proved my case to be valid and indisputable beyond reproach.

The purchase of this Spiral Staircase isnt like purchasing a laptop or some other small device that can be easily determined as bad and returned. I have stressed this at least a dozen times.

I am requesting reimbursement for one of the 2 payments of {$2000.00} ( Payment 1 in XX/XX/2017 Payment 2 XX/XX/XXXX/XX/XX/2017 ) from Discover and XXXX XXXX for the cost over-runs incurred due to the numerous issues with this exterior graded Spiral Staircase. 

I have attached for you the following documents. 

Consumer Financial Protection Bureau Complaint Letter DOC1 My rebuttal letter for the arbitration step. This is a 3 page document.

DOC2 XXXX  shipping information email. This is a 4 page document.

Review the email closely. XXXX was very explicit in checking the Palate and Box for apparent damage to count the parts and get the driver out of there as quickly as possible in there voicemail to me in conjunction with this email. 

The email states to check for damage and the correct number of parts. This was done. The pictures point to checking the Palate and Box for damage in the pictures in the email However, there was no way for me to determine the issue with the Ground to Deck floor height issue or the Platform and Platform Rail Angle mismatch issue until constructing the staircase.

The shipping company truck driver is not going to hang around all day while it is constructed for any problems.

This 12 Foot ton structure comprises the following MAJOR part components 1 Full Length Continuous Pole 1 Pole Cover 1 Platform 1 Platform Rail 11 Steps 34 Step Poles 34 Step Pole Clamps 1 Base Plate Numerous Nuts and Bolts DOC3 My 25 page document which in great detail covers all of the problems I encountered. Read this document carefully and thoroughly. No one seems to have done this. 

DOC4 City of Water documents for the building and zoning permits. These drawings specifically call for a Spiral Staircase. Any change from this application would require going through the entire process again. Cost more money and delaying the timeframe for this rehab.

DOC5 XXXX XX/XX/XXXX Installation Instructions, which clearly states on Item/Step 6 that the Platform MUST be flush with the Deck Floor. This is why the 108 Ground to Floor dimension has to be exact.

DOC6 XXXX Stairs Documentation regarding the dispute. Which are 3 copies of I signed and received the staircase. They state that they were only aware of the height issue. That is a lie, just read the emails in my document. They also say in an email that they will reimburse for the platform rail issue, but then I never hear from XXXX again. 

DOC7 Similar type of complaint against XXXX XXXX XXXX with XXXX XX/XX/XXXX. They found on my behalf and refunded me the monies I requested based on my complaint I did not get the services I paid for same as with XXXX XXXX. 

DOC8 The letter from XXXXXX/XX/XXXX with the Dispute being resolved in my favor. 

XXXX plays dumb again and again and again : First with the Ground To Deck Floor Height issue. I spent over a 1/2 a day in phone calls and emails  demanding they correct this issue. I finally got the sales person involved who forced the issue of of XXXX Customer Service and Manufacturing Department to send a new spacer overnight. XXXX wanted 4-6 weeks to send me the spacer. XXXX states in their dispute document how they sent the part overnight at their expense. This expense to them was a few dollars. I had to cover the cost of the contractor building scaffolding to hold the Spiral Staircase up while we waited for this spacer. 

Second the issue with the Platform Rail having a different angle than the Platform. With this issue XXXX outright refused to fix the issue. They emailed me about the height of the platform rail. Yet my email clearly states the Town of XXXX signed off on the drawing so that was not an issue. XXXX finally agreed to reimburse for the Platform Rail but I never heard from them again. This cost another 1/2 day of labor and {$500.00} in materials to build the Platform Rail correctly. 

XXXX calls the Staircase customer and high quality, it was neither. 

It is very ; very clear that XXXX did not provide what they promised. Thus my DISPUTE claim for reimbursement should have easily been ruled in my favor. 

Please review the information carefully. As I will be looking at filing further complaints with the State of Connecticut Attorney Generals Office, Department of Consumer Protection and the State of Connecticut Department of Banking. 

My only option is reimbursement from DISPUTING the charges. If I take them to small claims court, not only will they not show up, but there would be no way for me to collect when I win the small court judgement. 

Sincerely CONSUMER

Company response to consumer: Closed with monetary relief