Consumer complaint received 2017-01-19
Company: DISCOVER BANK
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
XXXX XXXX XXXX came into my store to purchase a watch. She called me on XXXX XXXX, 2016 at XXXX inquiring about an ad she saw on XXXX where I advertise my watches. She was asking questioned and I told her she was welcome to come see the watch if she likes. She asked if she can come in the same day, I told her I normally do n't take customers after XXXX but, since it was a woman I felt comfortable to let her come in. She said she can be there by XXXX because she works at XXXX and she can get to my office pretty quickly. I figured it should n't take that long so I said ok. At XXXX I called her to see where she is and she told me she was exiting and that there was a lot of traffic. I called her back again at to let her know that I ca n't just sit here all day waiting for her but, she told me she was parking the car across the street. 
Anyway, she was in my store a little after that. She came in and asked many questions and I showed her other options. She decided to go with the one she initially saw online. By this time it was almost XXXX. I was rushing because my parking lot closes at XXXX. She gave me her credit card and before I submitted the transaction, I looked up at her face and gave her the total which was {$2000.00} + 9 % tax at the time which was {$180.00}. So her total was {$2100.00}. She gave me this look like Oh great and I asked her if it was ok for me to run the card. She gave me the ok and I went ahead and did it. After I submitted the transaction, I asked for an autograph from her but as we got busy talking and I had to provide other documents to her, she took my copy of the signed receipt and I did n't realize it. Before all that, she mentioned to me that she was nervous because she has never made such a big purchase for herself and I told her that I 'm sure she deserved it. 

Anyhow, 3 weeks later, she filed a dispute with her credit card ( Discover ) that she never authorized the charge. I called her the next morning after seeing the email from XXXX to remind her of the transaction but she hung up the phone on me as soon as I told her who I was. I called back one more time but she sent me straight to voicemail. 
I immediately went to XXXX and filed a police report for fraud. The detective got a hold of her because I had her phone number, and she stated to the detective that she had n't been to my store or anywhere near downtown XXXX XXXX for the past 2 months. The next day she called the detective back and gave her a different story. She told her that she was afraid to tell the truth because someone had supposedly been harassing her therefore, she was n't sure if the detective was a real detective or not. Now that she was scared that I reported her, she changed her story and told the detective that she was in my store but I charged her the wrong amount. 
This entire time, my merchant who is XXXX was the middle person between me and her credit card. I gave all the supporting documents that they asked for. They finally came back and said that I charged her too much. i was ok with giving her the difference just to end this nonsense but Discover decided to go in her favor and refund her entire {$2100.00} and she got to keep the watch. She then claimed that the watch is not a good quality. Fine then, you should have brought it back to me. Why play games? This was all set up and Discover gave all her money back to her and she kept the watch. Really? It 's either bring the watch back and get all the money or lets just give this person who has nothing else to do but to XXXX other people some change back so we can all move on with our lives. I 'm not happy with the outcome. Discover knows that she 's lying. She changed her story several times. in the end they know supposedly I charged her more. Then she should be getting back the difference. Why the entire amount? Why a free watch? Is this how messed up the system is?

Company response to consumer: Closed with explanation