Consumer complaint received 2021-03-29
Company: DISCOVER BANK
State: OK
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:
A " product/service not as expected '' dispute/claim was opened with Discover ( # XXXX ) for just under {$28.00} against XXXX XXXX XXXX XXXX XXXX on XX/XX/21. To-date, the Hotel has outright refused to acknowledge or discuss the matter with me, both during the stay, as well as in the weeks following. Copies of attempted correspondence, showing where the hotel was reading my messages, but refusing to respond, were submitted as additional documentation -- further proving my claim of poor service / no service from the Hotel. The Hotel allegedly sent Discover documentation both irrelevant to the substance of the dispute, but also that contained no valid signature and apparently some sort of contract with the " signature box '' superimposed over the document. It's my position that I never saw or signed this document. 

Regardless, Discover CLOSED the dispute, and found in favor of the RESPONDENT, never once requiring that the Respondent make a good-faith effort to address my concerns. Discover clearly had knowledge that the dispute was concerning quality of service. Not only does this conduct fly in the face of the cardholder agreement and federal regulations, but IF Discover 's conduct were allowed to stand, it would signal that a consumer has no recourse for not receiving service ordered and paid-for. 


My position and updated claim is as follows : Discover can not make a decision on respondent 's claim because Respondent has not touched substance matter of dispute as filed by me. 

1. Dispute was opened on a transaction involving XXXX XXXX XXXX XXXX XXXX, on the basis of refusal of service entirely. Additional submittals were included, showing where Hotel was actively reading, and ignoring my calls for help. 

2. The Hotel never responded to me, either in person or in writing, during or after my stay. In fact, they did not even respond to Discover until AFTER Discover initially decided in my favor ( as a result of Respondent not doing anything about the dispute ). 

3. Although the Hotel continued to ignore my complaints of not receiving the service/product ordered, it is important to note that their submittal to Discover treats the claim not as a failure to deliver service/product ordered, but claims they are 1 ) not a party to the dispute, and 2 ) fails to address their conduct with regard to failure to service, despite having paid good and valuable money for such service. 

4. Discover erred in closing the dispute, claiming that the dispute was " found to be valid. '' Discover CAN NOT make a decision on Hotel 's submittal as the Hotel has not addressed the substance of the claim : " product/service not delivered as expected. '' Note : it is important to understand that the claim made is/was proper as my claim is directly with the Hotel for their actions and NOT XXXX or any other entity. The {$30.00} charge is the proper avenue to dispute Hotel 's actions as they are the responsible party and the issue at-hand occurred AFTER XXXX  had handed the customer over to Hotel for handling.

Company response to consumer: Closed with explanation