Consumer complaint received 2017-07-14
Company: DISCOVER BANK
State: TN
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:
So a while back my credit card came up missing and I had fraudulent charges. I called discover and told them, well actually they call me as they suspected fraud and at that time I realized my card was missing. They closed my account and sent me a new card. I received a call from a lady name XXXX or XXXX something like that, she was very pleasant and advised she would be sending me an affidavit to fill out and I advised that I was going to try to make a police report. I did try to file a police report but the police department did n't want to really make a report as they advised me I needed to file the report where the card was lost or stolen which I had no clue where. I did n't hear anything else about it until almost 3 months later, I received another call from a woman who advised she was handling and following up as the original case owner was out. She asked if I had filed a police report and I explained what happened in trying to make the report and advised that I was told a police report was not even required when I first reported the fraud. She advised that I would need the report because it was starting to not look like fraud, and I advised that I had never even received the affidavit and it had been almost 3 months, and that I even had suspect info but couldnt prove it. She looked at account and said I was correct that she saw where it was noted that the previous person would send the affidavit but never did. They ended up closing my case against me before I even had time to get the form because they had delayed it in sending it to me. After mush perseverance and reluctance I was able to get the police department to make me a report. They would even allow me to list the suspect info because I did n't have any proof. They advised me if I couldnt prove it I couldnt list them, even though she had been arrested for burglarizing my house. I submitted it and the affidavit and spoke with a supervisor named XXXX, who advised she would look further into. Well it took months and I was following up repeatedly, I asked XXXX numerous time what I needed to do to prove it was me who made the charges or I did n't know about the fraud or participate in it and she advised me that I had done everything they asked me to do and there was nothing else I could do. She did advised me that she had contacted the police department and they did n't seem interested in pursuing it, I followed up with XXXX for months!! Finally she said she had collected everything, but couldnt make the decision and had to forward to her manager for review which I said ok. I waited weeks and no reply, I called and asked for XXXX  numerous times and no reply other than she had submitted it to her supervisor. After what seemed like almost 2 months of her supervisor suppose to be reviewing I got another supervisor to look at it and she said they were on teams and she couldnt do anything as she was n't XXXX manager, but would send XXXX manager a message to contact me. I got a call later that day from a very rude woman named XXXX who basically called me a liar and said they there was n't enough evidence to overturn the original decision and in addition they also closed my account!!! Really, I push the issue that no one was calling me back and she was n't doing her job and my account got closed!! That is wrong, she told me if I had additional evidence I could submit it to her. I submitted court documents showing where the woman was charged with Felony burglary for breaking into my home and that was submitted almost a month ago to her and yet again Ive made several calls about the additional paperwork I sent and no follow up!! Its been 3 weeks since I submitted the paperwork and was told I would get a call back and still have n't. I spoke with my credit union bank manager and he advised me that this should be covered by something called Regulation E or Schedule E and that I should probably contact an attorney. I do n't want to go that route because its a lot of trouble but Discover has treated me wrong!! Im very upset by this. My grandmother has been a card member since 1985 and she is ready to cancel her account over this too, not that it matters but you guys really have done me wrong and I have done everything you have asked me to and gone above and beyond and went through hurdle after hurdle for you guys and you hold me accountable for the fraud charges and close my account!! Is that how you treat customers, I 've been a victim of fraud and my credit card company made me a victim too!!

Company response to consumer: Closed with explanation