Consumer complaint received 2017-04-25
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 am experiencing an ongoing problem wi th Discover Cards Dispute Departm ent and  Executive Office re garding an amount inaccurately charged to my account by  XXXX   XXXX   XXXX   XXXX  in excess of {$73.00}. In response to my dispute, Discover sent me a letter claiming that the charge was valid along with an invoice submitted by  XXXX , which I had not signed. I contacte d Discover and infor med the dispute representative that I did not sign the invoice  XXXX  submitted in response to my dispute. I also informed him that the inspection sheet that I did sign when I picked up the truck showed the same gas level as the return gas level notated in the letter  XXXX  submitted with the invoice, so the extra charge on my account was not valid. The dispute representative reopened the dispute and advised me to contact  XXXX  regarding the invoice that I did not sign. I contacted  XXXX  to find out who initialed the invoice that they submitte d to Discover.   XXXX  from  XXXX  contacted me in response, after he investigated the issue, he acknowledged that someone from the company initialed the invoice and that I was erroneously billed the extra amount for gas. He said he would take care of the disputed charge wi th Discover and credit my account for {$150.00}, which would be {$73.00} for the billing error and the extra amount would be a courtesy for my inconvenience. When Discover closed  the dispute, the notation added to my account was incorrect. My account has the following incorrect notation :  XXXX / XXXX /  XXXX   Transaction has been reapplied to your account.   We received new information from the merchant regarding this dispute case. The dispute was previously resolved in your favor, but after reviewing this new documentation, we 've determined that the transaction appears to be valid. The transaction has been reapplied to your account. We have sent a letter via mail or secure messag e at Discover.com about this  investigation which includes a copy of documentation we reviewed. Please review this information and notify us immediately if you wish to continue this dispute. If you have new information we have not considered, we will be happy to continue working on your behalf. This notation states that the charge was valid and it was not, it also makes reference to a letter and documentation they reviewed that was sent to me which I never received.     I spoke with the dispute department and  XXXX   XXXX  in  the Executive Office t o get my account correctly documented.  XXXX   XXXX  insisted that she could not correct the notation because the system notated the account. I suggested making a manual correction, but she insisted that no correction was possible. I was dissatisfied with her response because I was dissatisfied with her response because accurate information should be notated on customer accounts. As a result, I filed a complaint with the Consumer Financial Protection Bureau.      XXXX   XXXX , Senior Associate from the  Executive Office respo nded to the complaint I filed with the Consumer Financial Protection Bureau. Her response stated that the documentation was due t o Discover recei ving another copy of the rental agreement from  XXXX  stating the charge was valid. I contacted  XXXX   XXXX  to get a copy of the document she referred to in her response. She stated that  XXXX  sent the same invoice that they had sent previously. I informed her that I had already informed Discover that I did not sign that invoice and  XXXX  acknowledged th at one of their   employees initialed the document as well, also that the gas level on the inspection sheet that I signed was the same level as the return gas level notated in the letter  XXXX  submitted with the invoice.     I asked if we could speak to  XXXX  on the phone together or if  XXXX  could send  Discover  a letter acknowledging their error, but she insisted that she could not change the information on my account because  XXXX  did not go through the dispute process when they credited my account. I again suggested manually changing my account to correct the information, but she insisted that the information would stay on the account as is. She remained uncooperative no matter what I tried to suggest regarding correcting the information on my account.      XXXX   XXXX , from  XXXX  explained the mistake in a letter addressed to Discover and myself, which I sent to  XXXX   XXXX   XXXX , Discovers Chairman and CEO ; in turn, I received a letter from  XXXX   XXXX  from  Discover  still refusing to correct the inaccurate information notated on my account. Also,  XXXX   XXXX  made reference to an enclosed letter which was not enclosed, which is a continuation of the level of incompetence that has been show n by Discover represent atives in handling this dispute. As a result, I am submitting this second complaint regarding Discovers ongoing poor customer service from the dispute department up to and including the CEO, their lack of responsibility in correcting this inaccurate information notated on my account and the unsatisfactory handling of my dispute.

Company response to consumer: Closed with explanation