Consumer complaint received 2022-10-22
Company: DISCOVER BANK
State: OK
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:
Starting at the beginning, I discovered that my Discover credit card had been maxed out on XX/XX/XXXX when I tried to use it. Immediately called Discover Customer Service that night at XXXX XXXX XXXX a representative transferred me to the Fraud department. I spoke to a lady Fraud agent for 2 hours explaining the details that I knew to be true as of that time. My Discover credit card should of had only {$45.00}?.?? amount on it from the transactions I had made over the holiday season from XXXX to XXXX of XXXX. I did not use my credit card at all during the month of XXXX because I was planning on paying off all of my balance from the holidays. I wanted to keep my credit card balance low enough so that I could pay it all of within a 30 days worth of time because I had just paid off a full credit limit on my account back in late XXXX early XXXX of XXXX, a $ XXXX balance. I closed out my XXXX retirement plan because the interest on my account was never ending, I still want to get into my first house and out of renting an apartment. 

After speaking to the Fraud Department Agent who can look up all transactions for my account going back to the beginning, I am told that there's thousands of dollars worth of transactions to a vendor named XXXX 's XXXX. I inform the agent that any transactions for XXXX 's XXXX is automatically fraudulent, because XXXX 's XXXX is my developing business which has been shut down since XXXX of XXXX when the virus outbreak happened which in turn shut down the nation. In one week, I lost 9 months worth of private gigs and public events that were all scheduled in advance. I was 3 years into developing my business which I offered my creative services to the public for community and private events. Examples of my creative services start as follows with the most popular first : face & body painting, henna tattoos, digital photography, arts & crafts lessons, event planning, and custom sewing design ( costumes, outfits, clothing alterations, and more ). 

Next, the fraud department agent fixes my account. They close out my current account and open me a new account and only transferred the transactions that we went down the list together and I confirmed those were all mine. I waited approximately a month before trying to use my credit card again but not before calling Discover Customer Service and getting transferred to Fraud Department to check on the status of my account, which happened on Saturday XX/XX/XXXX ; this time spoke with a XXXX. XXXX told me that my account was fixed, there was XXXX charges from XXXX 's XXXX  found and that a credit for {$3700.00} dollars had been added back to my account. A {$400.00} dollar refund for interest, a {$35.00} and {$29.00} refund for late fees. 

Discover Credit Card decided to assign an investigator to my account to relook at everything, named XXXX. After review everything, including my very detailed phone conversation, XXXX decides to reverse everything that the fraud agent did and return all of the fraudulent charges to my new account. I called Discover at XXXX and spoke to XXXX directly inquiring why my account is messed up again and all of the fraudulent charges are back? This took place Friday, XX/XX/XXXX. After I re-explained everything to XXXX over the phone for some amount of time, he doesn't believe me and tells me that the charges will remain on my account. I then continue to ask him, " what do I need to do in order to change your mind, because I never made those transactions? '' XXXX offered no advice of any kind. 

Next I contacted a good friend and previous student of mine who happens to be a retired attorney. She said for my to send in the XXXX XXXX history of transactions for the entire time the fraud took place, send in my banking statements for the same amount of time and work on getting a police report made for the fraud. Discover will have to reverse the investigator 's decision once you provide that you did not collect any of the funds from the fraudulent charges. I send all of that in, and still they refuse to fix my account. After a total of 15 harassing phone calls from Discover 's Protective Services department demanding that I make an excessive high payment to get my account back in good standing... .I explain again at least 3 separate times the details of the situation and that they need to fix my account first, no one in this country is supposed to be responsible for fraudulent charges that they did not make. There was a gentleman named XXXX, XXXX, and a ladies named XXXX, XXXX, XXXX, XXXX, and XXXX that I spoke with or received voicemails from. XXXX and XXXX were the only Discover representatives that seemed to care at all about the customer after I spoke to them. One of those ladies, at my request, sent me a complete copy of my closed account from the beginning so that I can completely review EVERYTHING. 

After doing that, I find even more fraudulent charges from the unknown hacker on my account. I added everything up between the XXXX pages, mail in both police reports and a detailed letter of what is required. Discover chooses to do nothing and leave my account as is, with all fraudulent charge and a huge amount of interest and late fees that just keep building up instead of fixing my account and taking care of the customer. Last time I checked, Customer Service was supposed to be at the very top of any business establishment because without the customer ( s ), nobody can operate a business anywhere.

Finally, with all of the missed time that has pasted by while waiting for Discover to do what is right... .I have lost 3 other credit card accounts that I had in good standing and was paying off my monthly balances as fast as I could with pulling extra shifts and more. My good name and credit score has been completely trashed now and I have 1 or 2 remaining credit card accounts total : XXXX XXXX department store and a XXXX Bank XXXX XXXX credit card. I have been getting harassed by Discover, XXXX and XXXX Bank now for XXXX months when I am the victim of some hacker somewhere. 

IMPORTANT NOTE : Due to the excessive amount of time that has passed, I am unable to forward the Square App transaction history ( because I closed the account down and informed Square of the hacker incident for my developing companies name ). I can only attach a total of XXXX bank statements from the bank account that I had while the fraud took place ( Discover already has a full year 's worth of my bank statements which prove I never collected a penny from the fraudulent charges ). I also can not attach the full history of transactions from my first Discover credit card account because that account has been closed and I do not have online record of all that time... ..once again, Discover has all of that information.

I am including a photo of my very old business card that I was handing out before XXXX  as the only proof I can provide at this time of my developing business. I offered this to Discover and they told me that they didn't need it.

Company response to consumer: Closed with explanation