Consumer complaint received 2023-03-02
Company: DISCOVER BANK
State: TX
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:
I ordered chocolates for my XXXX old Father from XXXX XXXX in XXXX XXXX Texas on XX/XX/22. The order was fulfilled and the merchant sent a confirmation email showing the package to be delivered on XX/XX/22. At XXXXXXXX XXXX/ XXXX XXXX ( my time ) a delivery notification was sent detailing XXXX  had delivered the package to my father 's house. I called my father to ask him if he received the package off the porch. He advised he was sitting in the living room which is adjacent to the front door and porch, where the notice stated the package was delivered. My XXXX year old father who is still a Sheriff immediately retrieved his coat and boots, as this was the coldest day of the years netting almost a wind chill factor of -11 degrees and 6 inches of snow. He walked up and down the street to see if it was on his neighbor 's porch, and confirmed via his cameras XXXX was nowhere near his home. He did not receive the package. 

I immediately contacted XXXX and they had ever mechanism to avoid speaking to customer during the holiday season. I was finally able to get them on the line and they told me that due to high call volume, they created a case and someone will call me in 4 hours. No call and after multiple calls for over a week, they advised i was a third party and the merchant would need to create a dispute to request a refund. 

Multiple attempts to contact XXXX XXXX XXXX XXXX and they have NEVER answered the phone, nor responded to my voice messages on both numbers listed. 

I contacted XXXX, as i use XXXX to house my credit cards and for this purchase Discover Bank was charged. I was advised to contact Discover Bank to open a dispute from XXXX. Discover Bank and I have been going back and forth, they took the funds back pending the merchants response, then they added it back on pending my response, to the final decision is they've sided with the merchant. 

Sadly, on a normal day i would not be this passionate over {$69.00}, but when i think of the massive amount of money i spend ordering online, im feeling unprotected at this point. XXXX and Discover should be held accountable with these fraudulent protection guarantees they proclaim. In the end, this set the wrong standard that is allowing essentially XXXX to hire thieves to work for them and no one is held accountable. In my dispute, I never stated I did not receive notification the package would be delivered, nor did i think it was never shipped. I figured the XXXX XXXX XXXX XXXX would have a better customer service model that would have connected with the customer so that we could have fought this through XXXX. They are a victim just like me and my and my father, but they are the only ones who can pursue this request. I can not go any further than XXXX and Discover and they are both let downs, whom i will be cancelling my accounts following this situation as this is terrible service. 

Something has to be done as i cringe thinking i just purchased {$1300.00} shoes in XXXX XXXX and the store is shipping them to my home. I did not ship them, which makes me the third party so to think if the XXXX or XXXX don't deliver them is the the correct expectation Discover should set. Well XXXX said they sent them, so were siding with them and now I'm out of my {$1300.00}. That is insane and I refuse to think in this heavily ecommerce world this is the gold standard. And to see my dad walking out in that cold looking for his package has me infuriated.

Company response to consumer: Closed with explanation