Consumer complaint received 2020-07-21
Company: DISCOVER BANK
State: NY
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:
- XX/XX/ 2020 : I made a transaction on XXXX XXXX Transaction ID : XXXX ) using my Discover business credit card for TS Duplications. 

XXXX XXXX 2020 : I reported to XXXX that I was not delivered the services promised by XX/XX/XXXX. XXXX did not resolve the dispute fairly so I took it to Discover. The dispute and the dispute is still open. 

-XX/XX/XXXX 2020 : I filed a dispute with Discover ( Dispute # XXXX ) against a transaction amounting to {$1100.00} that was made onXX/XX/XXXX with merchant name XX/XX/XXXX. The transaction was reverted as Discover disputed it with XXXX. 

-XX/XX/XXXX XXXX 2020 : XXXX emailed me stating that I had reported unauthorized activity on my Discover card. It was wrong I never did it. Anyway, I provided the details they wanted and they were same/unchanged and the query was satisfied/rectified. There was no basis of me applying for any such claim. In the meantime they reopened the dispute withXX/XX/XXXX and it is still open as I write this. 

XXXX XXXX 2020 : Discover rejected my dispute without mentioning the reason on the documents sent to me. Stating that based on the documents provided by the merchant my dispute was denied. The letter is attached. 

XXXX XXXX 2020 : I saw the same transaction amounting to {$1100.00} reverted and I called Discover dispute department where I spoke to XXXX and he told me that according to the merchant it takes 6 months for me to get the revenue from my marketing activity- upon which I told him that 6 months are over. He told me to upload the related documents on my Discover 's online dispute section which I did aptly ( on XX/XX/2020 ) along a letter specifying the details.This is the call data : XX/XX/XXXX2020,XX/XX/XXXXXXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX 13 Min. I asked him why I haven't received any letter, email or notification of this reversal to which he said that I have already been sent a letter. I told him I have never received any such letter by mail or email. 

- XX/XX/ 2020 : I receive two letters. One dated XX/XX/2020 stating the reversal of the disputed transaction. The second letter responded to my rebuttal and it said the same thing without specifying any reason. It means that their claim of pending royalties and my response to prove that it was wrong was either baseless or was an effort to mislead me and/or this case dispute. The supporting documents attached also include XXXX 's rebuttal in which they stated that this transaction was not unauthorized- I never disputed that it was unauthorized. It was plain and simple I paid through my credit card as a protection that in case I was not delivered the services. I will have a credit shield to protect my fraudulent financial merchant 's such as XX/XX/XXXX 

- XXXX XXXX 2020 : I called Discover helpline again and spoke with XXXX at the dispute department. I called at XXXX pm EST and spoke with her for 15 minutes. Over these 15 minutes- her entire conversation was filled with inconsistencies : >XX/XX/XXXX informed me that my case has been closed although it shows open both on Discover and XXXX online platforms. I have screenshots as evidence. 

>Additionally upon asking what was the reason of this closure as Discover had not specified it on the letters sent to me. She first asked me what the dispute was about and I told her that I did not receive the royalty according to agreement I had with XX/XX/XXXX. And that I have uploaded the documents requested by XXXX earlier. 

>To which she responded that Discover doesn't deal in royalty claims. I said I am not asking you to pay my royalty. I am just asking that the transaction that I made should be refused as I am not satisfied with the service that XX/XX/XXXX delivered. I made a transaction in good faith and against which I did not receive the service. 

>When she couldn't respond to royalty as the reason of rejection. She said according documents provided by the merchant- the agreement says I couldn't file a refund. I mentioned that I have not received the service for which I paid. I am the owner of this Discover credit line- I paid for this transaction. I am not satisfied and I am feeling forced to accept the service and pay for it through Discover because my bank is favoring the merchant and abusing my credit line without my authority and satisfaction. 

>The refund clause is only for orders in progress. Once the order is completed and if they couldn't deliver what they promised- they are legally liable to not charge me for the services that are not availed. This is outright unethical and illegal to force me to pay for something that is promised at a later date. And if I was not delivered what I paid for- I have no reason to be forced by Discover to pay for it. Just because they think they have to power to violate my consumer credit rights. 

>I told her how can she say that Discover is acknowledging the claim of the merchant for same royalty and deny my documents which are directly and rightfully addressing the claim and its plausibility. 

> I told her that I was recording this conversation and I will report this violation to CFPB. To which she responded I can do whatever I want and that I will still have to pay for something that I did not avail. My credit line has nothing to do with protection or coverage against misuse for this transaction. 

>Last but not least on XXXX XXXX 2020 XXXX reversed two transaction each amounting {$240.00} fromXX/XX/XXXX  XX/XX/XXXX. It had the same claim and dispute. Why in that case I was right and in this case I was wrong. Why Discover is supposed to decide the policy of consumer credit rights and they feel free to agree and reject based on legal parameters or liability.

Company response to consumer: Closed with explanation