Consumer complaint received 2021-10-20
Company: DISCOVER BANK
State: SD
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:
From the dates of XXXX XXXX XX/XX/XXXX there was an individual who used my credit card for more than a thousand transactions without my knowledge or authorization. I initially reported the fraud in XXXX of XXXX and opened my first fraud case. There's a transaction on my discover account for spy software, which the individual used to further commit fraud by hacking my phone and collected my credit card information, debit card information and additional personal information and purchased for roughly {$50.00} ( I have a copy of the statement with the purchase ). I had to submit 3 or 4 different fraud cases and explain the situation several times until there was one discover customer associate who went through transactions from XX/XX/XXXX to XX/XX/XXXX with me which accumulated a total of roughly $ XXXX. This was a 3 hour phone call which is on recording that I have saved in a file. I continued to make the minimum payments, knowing that the charges and credit card balance were not made by me because I didn't want it to affect my credit score in a negative way while Discover " investigated '' the fraud/identity theft. I made a police report with my county police department on XX/XX/XXXX. Discover did nothing but make matters worse for me throughout this entire process and continued charging me XXXX % interest on the account, making it continue to increase substantially. I contacted XXXX and XXXX to have my credit lock/froze because of the fraud until Discover finished their investigation. No one from Discover 's fraud department contacted me with any resolution to my dispute or the fraudulent charges until around XX/XX/XXXX when they simply cleared my balance of roughly $ XXXX, which was primarily increasing due to interest charges. Yes, Discover wiped $ XXXX but there was over $ XXXX unauthorized charges on my account ( s ) and many payments made on the account by me for the fraud charges. I have several recorded calls with several customer support and the investigation team members. Discover reported that the dispute was resolved when it was not and I was not made aware of this. Fraud continued to happen on my accounts because I feel like the investigation team did not care about my case or have any interested and/or concern regarding returning my funds. I last spoke with Discover yesterday morning with the individual who committed the fraud and called Discover 's fraud department that had/has been working on my cases and the individual made a full confession stating their name to the discover fraud team with additional information to prove their idenity and called off their personal cell phone as well. This call was recorded as well and the only thing two women from the fraud team said was that there's nothing we can do and that's not enough proof. The culprit was on the phone confessing to all charges and even stated that I did not authorize them to use my Discover credit card, but the women repeated that this was not enough proof, that I would have to get it figured out with the police department and there's nothing else they can do. Why does Discover have a fraud department if they said they can't do anything about the fraudulent transactions or show empathy to customers facing an extreme financial hardship like myself caused by fraud. I contacted Discover many times about the fraud but there must have been miscommunication on Discover 's end because 3 fraud cases were made, but there were also 3 different credit cards associated with the fraud. I went through every transaction that was and was not mine and have the statements from my bank account linked with my debit card with my locations of transactions I made around the same times that fraudulent transactions with the location ( s ), which also supported my fraud claims because due to the locations, it would have been impossible for me to be in both locations at once.

Company response to consumer: Closed with explanation