Consumer complaint received 2021-03-28
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:
I have made an online purchase from XXXX with my Discover credit card on XX/XX/2021 for {$200.00}. I have been checking up with the merchant website and the delivery was still in transition. On XX/XX/2021, I called and the merchant. The merchant does not have any additional info as the package was showing up as on route. On XX/XX/2021, I got an email stated the package was delivered on XX/XX/2021. I tried to work with merchant right away as I have never received the package but was told to file a dispute with my credit card company, Discover Card. 

- On XX/XX/2021, I have called XXXX to start the dispute process - I have created a letter with the break down and time line of this purchase and the attempts to resolve the issue with merchant but was unsuccessful. 
- I also uploaded the supporting documents to show I have not receive the package and that I wasn't notified of the delivery until 7 days after the package was supposedly be delivered - In the early XXXX, I called the Discover and spoke to the billing/dispute department to make sure they have receive all my documents and to check on the status. I was told that they have received the documents from me and is pending the merchant to respond to the dispute. The discover reviewed my documents with me over the phone and understand the sequence of events but advise me to wait until the merchant respond first. 

- On XX/XX/2021 I got an email from Discover reject my dispute - I called Discover card request for consideration as I do not believe Discover has conduct a fair and good faith investigation. I have stated that I have never received the package. However Discover based their investigation on the merchant 's delivery company who did not advise XXXX and the customer until 7 days after. And based on the delivery 's company 's tracking log, the package was never updated when the package was on route/out for delivery - However Discover refused to look into this matter more and to review my response to the merchant 's respond. 
- The Discover rep stated nothing they can do and transfer to me fraud department for further clarification - I spoke to Discover Fraud department who again refused to look into the case and stated that it was me who made the purchase so they are not going to investigate -On XX/XX/2021, I had to go back to the Merchant for dispute reconsideration and called Discover who again refused to provide me with any additional support and would not let me to speak to a supervisor at the time and will have a supervisor call back - On XX/XX/2021 and XX/XX/2021 I have again called Discover to check on the status of the supervisor call back as I I have not hear back from Discover XXXX and no voicemail left XXXX. I was placed on over XXXX minute hold before the call got dropped. 

- On XX/XX/2021, I have filed a complaint within Discover card with the above issue and also I was not able to be talking to the supervisor per my request. The customer service rep stated that she will file a complaint in Discover on my behalf. Still have no resolution at this time I am disappointed at Discover Card 's bad faith investigation and failed to provide the consumer with reasonable assistance and protection after the customer has provided all the documentation indicated the package was missing and was never received.

Company response to consumer: Closed with explanation