Consumer complaint received 2020-10-30
Company: DISCOVER BANK
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
Called Discover on Monday XX/XX/XXXX because I had authorized a {$5000.00} transfer from an XXXX credit card balance onto Discover 's card, however XXXX was not showing the amount on their end while Discover was. Called XX/XX/XXXX @ XXXX XXXX AZ time, lasting for 20 minutes and 29 seconds. Spoke to three people, first customer service to explain the issue I am having, second the transfer department ( XXXX ) to view what the issue may have been, and finally billing to help put a credit on my account while the dispute is being investigated. 

I found out that the transfer was for a different XXXX card number account, thus why it was showing as processed on Discover 's end and not XXXX. So we authorized another transfer because I was told I would be getting a temporary refund on the transfer amount while they contact XXXX to get the transfer cancelled. 

All was seemingly okay until I checked both accounts on XX/XX/XXXX and discovered that I was not in fact issued a refund, the second transfer went through, and so did the first. Called Discover to be told no, sorry no refunds are issued in these disputes and that despite being told they would take care of the transfer issues including any fees, I was now liable for the full $ XXXX amount plus {$300.00} in fees and the case is closed on their end. I was given no recourse, apology, or refund of the first fee amounts as promised. 

I WOULD NOT have authorized that second payment if XXXX did not lie to me saying that 1 ) this was not my fault and would be resolved with 15-30 days ( 2 ) a refund would be issued within 24-48 hours and ( 3 ) that the second transfer would be the only approved transfer. 

Timeline : XX/XX/XXXX XXXX XXXX  : Had to speak with a representative to approve of application due to security I have on my SS #. Told transfer would be processed with the next few days XX/XX/XXXX XXXX XXXX  : Spoke to Customer Service about the issue that XXXX is not reporting a payment despite Discover having been processed. Told I would need to transfer to the Transfer department to look into the issue. Was told by the Transfer department that the account number was incorrect so they issued the payment to someone else 's account at XXXX, and that they will transfer me to billing to get the charges reversed. In the mean time, they would authorize the proper transfer from my actual account which would take 10-15 days. Was then transferred to XXXX in Billing who took my information on how the account was not mine and that she would issue a refund that would show within 24-48 hours on my Discover account. 

XX/XX/XXXX XXXX - XXXX XXXX  : Online Chat with XXXX from Delaware. Told me the dispute is open and there was no approval on that refund. Was told there is nothing they can do to help. He then stop the chat before I could continue, so I had to call instead. 

XX/XX/XXXX XXXX XXXX  : Spoke to XXXX from XXXX XXXX XXXX in Customer Service to go over my concerns on the lack of refund and process of the transfers. Was told there was no provisional credit being applied due to the nature of the transaction, despite being told otherwise days before from several people. Was also informed I was held liable for the full transfer amount and fees since I " authorized '' them. Was told I should call XXXX to get the issue disputed from their end except the transfer wasn't from my account so she wasn't sure what I should do. 

XX/XX/XXXX XXXX XXXX  : Spoke to XXXX and they are now seeing 2 payments for {$5000.00}. Opened a dispute because I did not authorize one of them and they were unable to verify who they came from. Was told to call Discover to get answers and call back. 

XX/XX/XXXX XXXX XXXX  : Spoke to Customer Service at Discover again who transferred me to XXXX  in the transfer department to discuss issues. She said both payments were likely from Discover but she will talk to billing to get some answers as the account numbers are still not correct. She spoke to billing for 10 minutes and was told by them to tell me that because it is showing up on XXXX they consider this case to be closed and I have no other options with them. There was nothing they were going to do and my best option was to call XXXX and see if they will refund me the {$5000.00} to pay Discover with. 

XX/XX/XXXX XXXX XXXX  : Contacted Discover via chat and spoke to XXXX again to give them one last chance to waive the first transfer fee and was told again that they could not do anything to help me right now but that I can pay back the transfer amounts and then contact Discover again to see if they may possibly waive the fee.

Company response to consumer: Closed with monetary relief