Consumer complaint received 2023-04-13
Company: DISCOVER BANK
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
As per regulation of the Consumer Financial Protection Bureau, I am writing to inform you of a missing payment billing error on my Discover Card Account. On Tuesday, XX/XX/2023 a payment of {$100.00} from my XXXX  XXXX  Account, was made to my Discover Card account, but this payment has not been reflected on my statement. 

I have reviewed my records and confirmed several times with my banking institution, XXXX XXXX, that this payment was withdrawn and posted on my account at XXXX XXXX, XX/XX/2023. A Dispute was opened on my behalf by a Discover Representative on XX/XX/2023 to look into the matter further. To which I was asked to further provide documentation, which included statements and an electronic transmittal form to prove the payment was made. 

Upon several one-on-one conversations with XXXX XXXX  and three-way-calls between Discover Card Representatives and XXXX XXXX Representatives, it was made clear that XXXX XXXX  does not have such protocol of an electronic transmittal form. 

Regardless, in the interest of the dispute, XXXX XXXX  has provided several Official Statements, verbal confirmation confirming the transaction to Discover Card Representatives, and Secured Email documentation from supervisors proving the transaction occurred including a trace number. 

I have also provided proof of the {$100.00} transaction in the forms of Electronic Statements from my XXXX  account dashboard, letters I received from XXXX XXXX, and proof of the Secure Email from the XXXX XXXX Supervisor. 

All these attempts have come to no avail, as Discover Card Dispute team closed my case on Friday, XX/XX/2023 stating the following : We have completed our investigation into this payment dispute and have found that the payment was processed as expected or no error occurred. You can expect to receive information on this decision to be sent to you via mail or secure message at Discover.com. Please review this information when it arrives for important details summarizing this dispute inquiry. Please notify us as soon as possible if you wish to continue this dispute Despite providing all the proof of transaction possible, Discover Card is wrongfully withholding proof of this payment from my statement. The {$100.00} payment was done manually via the Discover Card Account portal, on Tuesday, XX/XX/2023 and withdrawn from my XXXX XXXX Account Tuesday, XX/XX/2023. 

XXXX XXXX  has confirmed several times that this payment was withdrawn from my account, and has proven via statement, verbal confirmation, and official letters that the money was in fact sent to Discover. Discover is continually asking me to retrieve documents known as an " electronic transmittal form ... which is out my control and ability to attain, as I've been told several times XXXX XXXX  does not have this protocol. I've made several attempts to provide them with all other sustainable forms of proof I can possibly send them, and they continue to be of no assistance. 

All in all, money was withdrawn from my account by Discover, and that is reflected on my XXXX XXXX  Account. It is now up to Discover to do the right thing and to uphold my Consumer Rights and reflect that payment on my statement as well. They have the money in their possession, it is now needing to be reflected on my credit card statement.

Company response to consumer: Closed with explanation