Consumer complaint received 2019-05-16
Company: DISCOVER BANK
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
I am writing as an extremely dissatisfied consumer, regarding a dispute open with Discover Bank and a charge from XXXX, a company who broke medical protocol and whom promised verbally via phone and in-person a 25 % discount on services that they later did not honor. In previously communicating with Discover -- a representative named XXXX -- I was extremely detailed in my narrative and information sent regarding this dispute, and was advised that the Executive Office would work closely with the Disputes department to ensure timely and fair processing of my claim. On XX/XX/2019, I was very distressed to find that Discover sided with the merchant ambiguously and canceled my claim, even in lieu of the vast information provided by me to Discover 's offices. Discover opted to side with the merchant even in lieu of a vast lack of information provided by the merchant -- including not providing signed consent forms, forms with missing signatures, and an unrecognized signature on said receipt from the visit. In addition, the merchant ( XXXX ) refuses to speak with me at all, rendering it impossible for me to recover these funds as Discover also refuses to aid me in my concerns, and the Executive Office has become despondent and unprofessional in their dealings. 

At this time, I am requesting an immediate reopening of this claim versus XXXX and reversal of the decision to side with the merchant even in lieu of my extensive submitted documentation, as Discover has not done right by me, the customer. This, also even in lieu of the vast information provided and the proof of medical protocol broken by XXXX. In addition, I have told XXXX, a Disputes Manager with Discover Bank, that XXXX is refusing outright to speak to me via phone and not returning my emails and hanging up when I call them, rendering it impossible ( through no fault of my own ) to recover documents to send to Discover regarding this dispute. I do have several emails back and forth between XXXX ( XXXX Patient Consultant ) & I regarding the dispute, and their ongoing outright ignoring of my requests for assistance. While I also filed a grievance with the XXXX XXXX XXXX, XXXX ignored this complaint and did not respond. To date, XXXX ignores my requests for assistance and will not speak to me about this matter, rendering my only capability of recovering my funds for this dishonored promise and breach of medical protocol the dispute process with Discover Bank. This company admitted verbally ( a contractual agreement upheld even in courts of law ) to refund 25 % as a courtesy due to misinformation provided me ( XXXX, XXXX Patient Consultant and XXXX XXXX, XXXX Operations Manager ), and then proceeded to ignore my requests for contact and resolution as I had already filed a dispute with my bank ( Discover ) ; to date, this ignoring of my phone calls and emails continues, leaving me with no recourse other than to dispute with my bank, which I have done. The fact remains that not only medical protocol was broken by the merchant in neglecting to take Before & After photos of my procedure, further rendering it difficult to get their treatments corrected at another practice in addition to not being able to recover my funds via the dispute opened with Discover Bank, as they refuse to assist me at this time further -- a fact that is both appalling and unethical. 

To date, this matter has caused me severe distress during an already difficult time, and it is my hope that we are able to immediately resolve this matter in my favor given the detailed information I have provided -- now including XXXX 's outright refusal to speak to me regarding my issue or the promise of their refund. I am requesting that Discover Bank be investigated for their practices of simply accepting merchant 's word over the consumer 's, even in lieu of documented narratives, missing paperwork on part of the merchant, and the refusal of the merchant to provide recorded phone calls to prove my claim of the promised discount. It is is no way the fault of the consumer that said merchant is refusing to speak to me, and in the state of California, a verbal contract is a legally binding contract ( promise of said discount ), another fact that Discover has ignored. As a result, I am requesting immediate resolution to my concerns through the Consumer Financial Protection Bureau and Discover 's Executives.

Company response to consumer: Closed with explanation