Consumer complaint received 2021-07-14
Company: DISCOVER BANK
State: AZ
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:
On XX/XX/2021, I left my credit card in the holder or may have dropped it at a XXXX XXXX XXXX XXXX. I went back to the store and my card was returned by a customer. I asked the cashier if anyone had used it and she said no, that a customer gave it to her. A few days later when I was paying my bill online I noticed that my card had been charged for {$39.00} and {$160.00}, I called the number on my card. The gal who took my information said the charges needed to be disputed, she went ahead and did so. A few months later, I noticed the 2 same charges back on my account. I called right again. I was then told by the representative that this should have been handled by their fraud team, she then transferred me over. The fraud team opened up a case and removed the charges. A few months went by and once again I noticed the charges again. I called and was informed that they ruled against me because the card was in fact used at XXXX, I told them that while that is true, I did not use the card, it was left there and someone else used it. They then said I needed to get police report. I called the police station and was told that I needed to take care of this matter with my cc company. I called them back and told them, they said ok and the matter is under review. Once again I saw the charges back on my account. I called again and was told there was nothing they could do because I did not get a police report. I got very angry and words took place, not proud but it is my hard earned money they seek and my good name at stake. I called the police department again and asked if an office could please call me. An officer called and he found it ridiculous that Discover was doing this, but he would file a report and he did. I called the next day, on XX/XX/XXXX to inform of the police report. I asked what would happen now because the police officer was told by XXXX that they are uncertain how long the video footage is kept. The Discover rep informed that there were other reasons why my fraud claim was denied. she said that I failed to respond to their fraud alert that was done by email and text, I said I never received anything and I could subpoena my phone records and contact XXXX with regards to the emails, she then said, oh no need to worry because that wasn't one of the reasons. she then said the reason was because I kept paying the bill and didn't inform of the unauthorized charges until months went by. I told them that they had been told when I initially called I was told the charges needed to be disputed and I let the representative do her job and the charges were disputed with billing and when I called because the charges reappeared I was then told by the representative that this was a fraud case and she then transferred me to the fraud department. Now here I am, almost 4 months later still dealing with this. They said in a round about way that if there is not footage I would be responsible for the charges. One of the reasons I chose Discover was because of their fraud protection which states ... .when there is an unauthorized charge the customer is not 0 % liable yet they aren't holding their end of the bargain. I am a hard working individual who lives honestly and right now I don't have much money so I make sure I count my pennies. I am a XXXX XXXX XXXX with a part time job. I have always paid my Discover credit card on time, but I refuse to pay for something that I did not purchase or authorize. Please help me because this situation is taking a tole on my health, both XXXX and XXXX

Company response to consumer: Closed with monetary relief