Consumer complaint received 2017-02-03
Company: DISCOVER BANK
State: MA
Product: Credit card
Issue: Billing disputes

Complaint:
On XX/XX/XXXX I called Discover credit card services and intitated a dispute over the phone in the amount of {$2000.00} for a charge that I made using my Discover Credit Card to pay XXXX XXXX XXXX. I initiated this dispute and asked for a full refund be applied to my Discover credit card, because the shipping company told me they were unable to " release '' the paid for merchandise, or schedule a delivery date because XXXX had not paid for the shipping charges. I called XXXX and spoke to XXXX who said " she would take care of this and that the shipping company would call me back the same day to schedule a delivery time. '' This never happened. I emailed XXXX and XXXX several times explaining what needed to be done in order for my items to be delivered. On XX/XX/XXXX I emailed XXXX and XXXX to explain that my order could not be released. After several other emails, and unreturned voice mails, because I did n't get a response from XXXX after I emailed them to cancel my order and refund the entire {$2000.00} back to my Discover Card I reached out directly to Discover Credit Card on XX/XX/XXXX. I was told that I would be issuesd a temporary credit for 30 days in the amount of {$2000.00}. I was NOT at this time told, that because I had a previous open dispute against XXXX which stemmed from the same single transaction ; that even if XXXX failed to respond to Discover 's investigation within 30 days the line of credit for {$2000.00} would automatically be revoked after 30 days. My first dispute against XXXX was due to a change in my orignal order paid by my Discover card in the amount of {$8600.00} on XX/XX/XXXX. I had to initiate the first dispute against XXXX becasue they refused to refund my Discover credit card the difference in the balance owed back to my Discover credit card after I had changed my order now Order # XXXX with XXXX on XX/XX/XXXX. 
On XX/XX/XXXX I called Discover and spoke to XXXX in the Billing Assistance Dept. in Delaware. At this time she told me that this was only a temprary credit and would be revoked on XX/XX/XXXX because they could not have two disputes against the same business for different amounts. I explained in detail why there were two separate disputes. I also said that on XX/XX/XXXX an employee did tell me this was a temporary credit for 30 days, but failed to expalin that unlike the first dispute the credit would automatically be revoked after 30 days even if XXXX ddi n't respond to Discover 's invetigation because it was from the same business. I told her that the first dispute was still " open '' when I initiaited the second dispute against XXXX. I also told her that these two disputes were from the same single transaction when I used my Discover Card to pay XXXX on XX/XX/XXXX. I was told to write a certified letter to XXXX. I told her this would not help me since they refuse to respond to my emails or voice mails. I spoke to XXXX XXXX XX/XX/XXXX from Discover 's Executive Office before officially filing a XXXX complaint on XX/XX/XXXX. She said that there was nothing Discover could do to help me with this issue. I informed her of all the facts, and the paperwork that Discover has to support my case. Again, she told me despite the fact that I never received any merchandise, and despite XXXX 's unwillingness to respond to my emails, or voice messages Discover would not be able to make the " temporary '' credit for {$2000.00} a permanent credit. Although, XXXX did n't respond to Discover 's investigation within 30 days. ( Unlike the first dispute against XXXX that was settled in my favor, because XXXX failed to respond to Discover 's investigation within the 30 day time frame. ) I was given no Notice as to the " temporary '' credit being revoked on XX/XX/XXXX, until XX/XX/XXXX when I called Discover to confirm the " temp. '' credit was now permanent due to XXXX 's failure to respond.

Company response to consumer: Closed with monetary relief