Consumer complaint received 2015-12-27
Company: DISCOVER BANK
State: CT
Product: Credit card
Issue: Billing disputes

Complaint:
We stayed at a property advertised by XXXX in XX/XX/2015 - XX/XX/XXXX. Property Case XXXX. The property was misrepresented. It was dirty, unhealthy, made my XXXX year old have XXXX, there were lots of bees in the condo -- hornets -- every day. There was mold in the shower. The shower curtain was disgusting. I called XXXX. They told me i had to go through Discover credit card. Discover, denied my dispute claim after giving me the half payment of XXXX back, not once, but twice, and finding in my favor -- on a recorded telephone call on XX/XX/2015 -- or thereabouts. [ Utah call center / dispute billing office. ] Now Discover has taken back all of the refund it had initially given me because ( according to them ) I failed to get an exterminator, while on vacation, to prove infestation. Even though I sent photos of the paint -- XXXX gallons near the hot water heater -- the mold in the shower, the broken locks on the window, and broken " art '' that hung above our bed which probably put plaster dust into my XXXX. And. Of course. The downstairs neighbor whom obviously did n't approve the upstairs being rented -- told us on day 1 that he could " hear a cell phone vibrate down the wall '' when it rang -- no XXXX on this vacation. To top all of this off -- Discover sends me a notice stating they are taking back all of the refund on XXXX. 
There is a dispute program via XXXX -- the vendor -- but it 's a gaff. The consumer has to find the material misrepresentation of the property and report it in 2 hours -- AND they also have to go through the credit card company first. The following was sent to the Texas XXXX -- the corporate office of XXXX, along with the same sent to Discover -- with photos of the paint, broken art, mold, broken art, and reports of bees in the condo -- they said they ca n't use photos as proof ... ..I hate them. P.s. I have paid my Discover card off recently to the tune of XXXX and they would n't even advocate for me! I did not receive or enjoy the full value of the service offered and Discover just does n't care! 

The property was mis-represented. It had paint in the closet which was near the hot water heater causing my son to have XXXX. 
The closet was in a closed bedroom. 
The artwork was hanging off the walls and above my bed which most likely put plaster or other dust in my XXXX The tub had mold and the curtain was stained red like blood There were bees constantly coming into the condo from the outside vents. 
The downstairs neighbor told us on day 1 that he could hear " a cell phone upstairs vibrate down through the wall '' -- no XXXX on this vacation that 's for sure! I I requested a XXXX percent refund which Home Away initially did -- of XXXX but after I was treated so poorly by the property owner -- ( AND Home Away told me I had to go through my credit card company first before enacting their care free guarantee program XXXXeven though I paid for it ) they have since requested that Discover Card remove the half credit to me. 
Why have a guarantee if you are going to tell the consumer that they ca n't use it unless they go through the credit card company first? 
The CareFree Rental Guarantee is a gaff! Unless you discover the issues in XXXX hours -- it does n't work because they say you violated the good faith portion of the contract for discovery of material misrepresentation. 

I am requesting half of my money back. The bees just kept getting worse over three days time and the paint in the closet was not discovered until after the 3rd day of stay -- of course -- that is when the hot water heater had been used several times and the heat generated the fumes to a larger extent because the hot water heater had to be turned on. There were no fumes upon arrival because the hot water heater was cold.

Company response to consumer: Closed with explanation