Consumer complaint received 2018-07-05
Company: DISCOVER BANK
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I disputed a charge with Discover for a service I did not receive. Discover is clearly biased in favor of their merchants in regards to customer disputes. I initially provided as much supporting documentation as I could to Discover and they did not request additional information from me. Once the merchants ( a XXXX ) rebuttal was received, Discover sent me a letter indicating that I had 15 days to continue the dispute. I contacted Discover within the mandated 15 days to learn that the only document they were willing to accept was a credit from the merchant. A dispute is created when a merchant is being unreasonable, as in my matter. To require such documentation is absurd. Discover has closed my dispute and refuses to investigate further.

Discover is also at fault for not communicating to me that additional information was required at the onset of my dispute. Discover also told me that I should have had the doctors office sign an agreement stating that he would send XXXX the completed form. Is it common for patients to present a contract and request their doctor sign same before each appointment? I think not. This requirement is utterly absurd. 
The matter at hand is outlined below : 1 ) Crackers cracked an implant crown. I contacted the cracker company, XXXX. 
2 ) XXXX instructed me to schedule a XXXX appointment and have the XXXX complete and sign an evaluation form, which XXXX provided in a packet they mailed me. After receiving the form, XXXX would reimburse the dental consultation, and then proceed to investigate the matter to determine whether they would cover the cost to restore my tooth. 
3 ) The dental office, XXXX XXXX XXXX, was made aware of what was expected in the consultation before I scheduled the appointment and again when I arrived at the dental office. 
4 ) My XXXX sent the XXXX a XXXX and an XXXX, so the dentist had images to complete the required form. 
5 ) The consultation took 5 minutes. When I paid for the consultation, I was told the doctor would complete and send the form to XXXX. 
6 ) During the following several weeks, I checked with XXXX only to learn each time that the XXXX form had not been received. 
7 ) I contacted the doctors office through their website ( copy sent to Discover XX/XX/2018 ) requesting that they send the form to XXXX. The XXXX office would not reply via email. I received a call from office staff who told me that the doctor could not complete the form, as promised. I was yelled at me and hung up on ; all of which can be confirmed by the audio acquired from my answering machine. ( Discover refuses to accept this audio proof and will only accept documentation. ) 8 ) In XX/XX/2018, I requested a copy of the dental report from the consultation ( again through the XXXX website ). I discovered that the XXXX office had blocked the email address I had originally used to contact them, forcing me to use an alternate email address. ( a copy of this request was sent to Discover. ) 9 ) I dont understand the XXXX behavior ; but he is sly. He wont put anything in writing and he has office staff do his dirty work. I never received a written assessment after my consultation, and should this XXXX provide such written assessment as I requested, it will support my claim. 
10 ) Since this time, XXXX has dropped my case. 
The above was communicated to Discover, who refuses to reopen the dispute and further investigate.

I sent a copy of the request to Discover and demanded that they continue to investigate. Again, they told me to request a credit from the doctor.

Discover refuses to accept my audio proof and now will not accept my attempts to work within their moronic confines and dictates.

I detest making such complaints, but I feel it necessary to do so.

Company response to consumer: Closed with explanation