Consumer complaint received 2022-09-29
Company: DISCOVER BANK
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX XXXX XXXX ordered from our business, recieved her order and then filed a chargeback with Discover stating she did not recieve her order and it was for the wrong date. 


Upon receiving the chargeback, we provided Discover with screenshots of XXXX XXXX social media XXXX XXXX  showing that XXXX had posted her order that she claimed to have not recieved. 

Additionally, we provided them with all correspondence of XXXX stating multiple times the order was for XX/XX/XXXX and then claiming she was out of town when in fact she recieved her order. While trying to commit fraud claiming the order was for another day, she accidently sent the correct order confirmation for XX/XX/XXXX. 

XXXX submitted the evidence and Discover sided XXXX and facilitated fraud. 

XXXX XXXX owns a XXXX XXXX XXXX website is XXXX you'll be able to see in the About section her photo and her name is listed as the owner. The business XXXX XXXX XXXX XXXX She emailed us on XX/XX/XXXX claiming she had problems placing an order online for XX/XX/XXXX. Our staff walked her through the online process of submitting an order on our website. XXXX XXXX placed her order herself on our website for XX/XX/XXXX. After delivery, she contacted us and claimed that she did not receive her order because she was out of town and that the order was delivered on the wrong date. We responded and resent her confirmation ( showing the delivery date of XX/XX/XXXX ) along with her multiple emails requesting an order for XX/XX/XXXX. She responded with an altered/fraudulent email changing the delivery date to the XXXX and altering the email format. Upon further investigation, we visited her Social Media XXXX XXXX and discovered she posted pictures of her order just an hour after it was delivered. I have attached photos showing her delivered order from us that she posted on her social media XXXX story that she claimed to have not received. During her influx of emails, she accidentally forwarded us the correct confirmation email showing a delivery date of XX/XX/XXXX but still claimed it was for the XX/XX/XXXX. We informed her order was for the XXXX and was delivered/received and that she does not have an order for XX/XX/XXXX. She continued to email demanding an order for XX/XX/XXXX. We instructed her to place an order for the XXXX if she needed another order. She continued to claim she did not receive her XX/XX/XXXX order and wants it for the XXXX. In response, we sent her the photos of her instagram stories showing the order she claimed to have not received, she stopped contacting us after being provided with this evidence. She was also informed that we will no longer be serving her or responding to her emails and if she would like to discuss this matter further she would need to call our store directly. This fraudulent claim is the first we've heard of her since. Her order was delivered on the correct date of XX/XX/XXXX and left on her doorstep, she received a text message notification along with a photo upon delivery as per our policy as stated on our website. We believe her claim is an intentional act of fraud and retaliation for refusing to service her after she was confronted and provided with proof receiving her order Company accepting payment XXXX. 

Our company XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Amount {$56.00} + {$15.00} service fee from XXXX  total {$71.00}

Company response to consumer: Closed with explanation