Consumer complaint received 2020-06-01
Company: DISCOVER BANK
State: CA
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/XXXX, I made a purchase on XXXX. This online company sells hair care products. I made a purchase of {$87.00} in total. I used XXXX XXXX   service to make this purchase. My XXXX XXXX is attached to my Discover credit card. I didn't not receive my merchandise upon the delivery due date on the XXXX website. I contacted XXXX. XXXX said a local warehouse will contact me within 24-48 hours since they are not able to locate this package. I contacted XXXX customer service via email since they don't have phone nos. and they only help through email. They never got back to me and the past 48 hours, I never heard anything from XXXX. 

I contacted XXXX XXXX they said, they will try to reach merchant and put my payment pending instead of clear but I will have to wait 15 days to file an A-Z claim. Once XXXX stepped in Merchant emailed me back and said, I should cancel my claim with XXXX and they will send me a replacement. I contacted XXXX the same day right asked them to cancel the claim since the merchant is willing to work with me. XXXX said they have not filed the claim yet and they will go ahead and email the merchant and I asked XXXX rep to CC me in that email, which they did. The next day I received another email from the merchant and they sent me a screenshot of XXXX balance being pending. Even upon, telling them multiple times that I have not filled any claim yet because XXXX waits for 15 days, the seller wasn't listening. I contacted XXXX again and asked them to double-check to make sure there is no claim, XXXX said, if seller is not willing to work with me it is better for me to file a claim with Discover otherwise I should wait for 15 days to get over. This whole conversation as happening on days 12 and 13. I contacted Discover and filed the claim with them instead. 

In the meantime, XXXX updated their website with tracking no. XXXX. First, they showed they were out to deliver but couldn't deliver because the customer is not available. 
on XX/XX/XXXX they updated the status being delivered. XXXX just dropped off the box instead of asking for my signatures. If they really attempted to deliver the package a day earlier than why did they put the customer 's not available if they didn't require my signatures? The XXXX was being nothing but shady. 

I contaced the merchant right away and sent photos of damaged box and product inside. I also contacted Discover dispute department and updated them about the whole situation. 
The merchant responded back and again said the same thing to cancel the dispute to send me a replacement. I contacted Discover to cancel the dispute, Discover rep said, it is better if I keep the dispute going because once I close it I will not be able to reopen it even if Merchant refuse to send me a replacement. After all this going back and forth it is better to keep the dispute active. Within 3 days, I received a call from XXXX  regarding the claim that the merchant filed on the damaged package. I gave them all the details and they apologized for the inconvenience and said they will close the claim in merchants favor for delivering the damaged box and merchandise. 

In the mid of XX/XX/XXXX, Discover sent me a letter stating that the dispute has been closed in my favor and a permanent credit has been applied to my account including any interest charges. 

On XX/XX/XXXX, I looked at my statement and it showed that discover has reversed the permanent credit. I contacted Discover right away and spoke with a lady from dispute department, she said, they received an appeal from the Merchant, they are sending me a replacement instead so Discover closed the case in merchants favor automatically since my dispute was challenged. She said, she will reopen the dispute again but I must contact the merchant again and demand replacement first. 

I have never received any replacement. Discover wanted me to keep the dispute open so I would be at least on the safe side, just in case, the merchant doesn't deliver the replacement shipment. I never received any replacement and now Discover decided to give my money back to the merchant. 

At the end, I would hold Discover responsible for poorly taking this dispute. First, they gave me temporary credit and 30 days later they gave me permanent credit. And 120 days later they took the money out of my account and pay it back. While they were doing all this they never informed me about it.

Company response to consumer: Closed with explanation