Consumer complaint received 2022-12-18
Company: DISCOVER BANK
State: GA
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:
To whom it may concern ; This statement is regarding internal reference number : XXXX The serial number on the phone used to make these purchases does not belong to my phone and I can provide proof!! 

I received a letter, on XX/XX/XXXX, from your institution stating that you were refusing to reinvestigate because I had reviewed activity in my account on XX/XX/XXXX and XX/XX/XXXX and didnt file the claim on XX/XX/XXXX ; this is a BLATANT LIE. I have documented proof that my account was locked out of my account on XX/XX/XXXX AFTER I called in reporting that my card was missing and your customer service agents said it was standard for my account to be locked while you were investigating my claim. I then received multiple emails telling me my payment was past due! I called again on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX and XX/XX/XXXX all stating that I had previously called on XX/XX/XXXX notifying your institution that my card WAS MISSING AND NO ONE HAD LOCKED MY CARD. I was told each one of those subsequent times that the previous agent didnt file the claim correctly, but that they would most definitely file it correctly now. I also have proof that I havent been able to get into my account from XX/XX/XXXX - XX/XX/XXXX!! 
Discover is lying saying Im out of timely manner WHEN I AM NOT! Discover is saying I made out of state purchases WHEN I DID NOT AND HAVE WORK TIMESTAMPS TO VERIFY! Discover Id saying my phone verified charges WHEN I DID NOT AND IT IS NOT EVEN THE TYPE OF PHONE I OWN! I have documented proof that the phone I own DOES NOT match the serial number your claiming was used to access my online account on XX/XX/XXXX and XX/XX/XXXX. I was locked out on XX/XX/XXXX & XX/XX/XXXX, I COULD NOT GET IN MY ACCOUNT TO VERIFY ANYTHING! 

The Discover Bank customer handbook CLEARLY states that ; There are two important time limits to be aware of when it comes to Discover chargebacks : the first is the time limit for filing a chargeback, and the second is the time limit for responding to a chargeback claim or ticket retrieval request. According to Discover, cardholders officially have 120 days from the date of the transaction to initiate a chargeback, although the network may accept claims filed outside of that window on a case-by-case basis. If a dispute is filed with Discover and a ticket retrieval request is sent, the merchant has just five calendar days to respond with the requested information. Merchants will have an additional 20 days to provide supporting documentation for any subsequent requests or appeals. 

Ive called into customer protection services TWICE! I was told by the second agent that she could answer ANY questions I had. I asked her what the logins on XX/XX/XXXX & XX/XX/XXXX proved besides someone other than myself logged into my account? She said I cant answer that. I asked why you all are making me send in countless absurd documents when you all cant send me any kind of documentation proving what youre claiming, she said what difference would it make if I told you or sent it to you? It makes A LOT of difference!! You all can tell me ANYTHING TO PAD YOUR NARRATIVE. I want cold hard proof of the evidence youre using because Discover has told me nothing but lies from the very beginning!! 
My Discover card was used to make unauthorized purchases from XXXX XX/XX/XXXX. The law states that : " Under a 1978 Federal rule called Regulation E, banks are required to make clients whole if their money is stolen from a consumer account through an electronic payment initiated by another person. Since Reg E was written well before payment apps existed, the Consumer Financial Protection Bureau has issued guidelines saying that the law covers all person-to-person online payments. The bureau clarified that all unauthorized online money transfers- meaning any payment initiated by someone other than the customer and done without the customer 's permission- were the bank 's liability. But despite the updated guidance, banks in many cases are refusing to refund customers who claim - often with supporting documentation. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation