Consumer complaint received 2021-03-30
Company: DISCOVER BANK
State: IN
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:
On XX/XX/2020, I placed an order XXXX for a 65 ' inch tv for a total charge of {$240.00}. When I went to pick up the item on or around XX/XX/2020 at the XXXX XXXX, the associate brought out the TV, closed out the order and when I turned around I noticed they put a XXXX XXXX TV in my car. I immediately said that was not what I ordered and requested a supervisor. A manager, came out and I explained the situation. She informed me that XXXX had been fulfilling orders and then trying to provide smaller TVs upon customers arrival because they ran out of the 65 inch TV. She immediately call the 1-800 customer service number and explained to them that she was unable to cancel the order or do a refund because the associate that brought the TV out closed out the order. After about 30 mins on the phone with them, she informed me XXXX would issue the full refund. They then removed the Tv. I NEVER left the property with the 55 inch tv. I did not see the credit 2 days later, so I followed-up with the 1-800 number and the associated assured me the credit would be forthcoming. Still no credit on Thursday, so I called again and they again assured me the credit would appear on my Discover account on Friday. That never happened. They also assured me, multiple times, they would forward me an email with proof the refund was being processed, and that did not happen either. I called XXXX. I have no paperwork to provide as all calls by me and the manager at XXXX XXXX were done by phone to the customer service number. XXXX  own paperwork submitted to you shows they gave a credit of {$100.00}, because they were trying to do a bait and switch with a different size tv, and even that credit was never credited to my Discover Card. They could view their own security tapes and see I never left with a 55 inch TV as that was not what I ordered and I was not going to take it and was assured the credit would be provided. I continue to dispute this charge as I did not leave the store on XX/XX/2020 with the product. This entire charge was disputed with Discover, however, the sided with XXXX because XXXX showed the order was placed, which it was, and picked up, which it wasn't but because the kid that brought out the TV clicked it before I got to check the item, the system did show I picked it up which is why the manager came out and called the 1-800 to start the return ( and apparently has never been completed by the 1-800 customer service ). Now I am fighting with Discover to take off the {$100.00} overcharge that even XXXX submitted on their dispute paperwork showing the whole charge should have been {$140.00} due to their attempted bate and switch. Attached is the order showing the total charge was adjusted {$100.00} to {$140.00} because of the attempted bait and switch, XXXX 's own paperwork showing there should have been a {$100.00} credit applied to my credit card, and the ads from XXXX showing what the cost of each TV was.

Company response to consumer: Closed with explanation