Consumer complaint received 2023-10-06
Company: DISCOVER BANK
State: NY
Product: Credit 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 writing to request your assistance in resolving a dispute related to a recent transaction made using my Discover card ending in XXXX, which took place on XX/XX/2023. The transaction in question was a purchase made on XXXX, with order number # XXXX, for the XXXX XXXX convertible couch, totaling {$810.00}. 

The sequence of events regarding this dispute is as follows : XXXX On XX/XX/2023, I initiated a return process for the aforementioned product, which was approved by XXXX as per their return policy. The XXXX XXXX, chosen by XXXX, collected the product for return on XX/XX/2023, and the return was confirmed by tracking number XXXX. 

2- Approximately a week after the return was initiated, I contacted XXXX to inquire about the status of the return, and I was informed that XXXX XXXX refusing to accept the returned product, citing space constraints in their warehouse. 

3- Despite multiple attempts to communicate with XXXX XXXX the return status and refund, they failed to acknowledge receipt of the returned product, making it impossible to initiate the refund process. 

4- In response to this, I initiated a dispute with Discover on XX/XX/2023, reference number # XXXX, providing them with documentation from XXXX confirming the return and a conversation screenshot with an XXXX XXXX, which confirmed the return of the product. 

XXXX Unfortunately, the dispute was not resolved in my favor, as XXXX XXXX they did not receive the returned product. 

XXXX Following further communication with XXXX XXXX they finally confirmed the receipt of the product and initiated a refund on XX/XX/2023. However, the refund was not reflected in my account, and when I requested an email confirmation, the email received contained incorrect information, stating that the refund was made to a XXXX XXXX, which was not used for the purchase. 

XXXX Subsequent attempts to clarify the refund issue with XXXX were unsuccessful, as they refused to send another email confirmation. 

XXXX In response, I initiated a second dispute with Discover, providing them with additional evidence of the refund made by XXXX XXXX including a conversation screenshot with an XXXX XXXX who stated that the refund was made to the card I used to make the purchase. 

XXXX Regrettably, the second dispute was also not resolved in my favor, and I was charged back for the couch on XX/XX/2023. ( During the process of a dispute with the credit card they withdraw the charge from my card and after stated that I lost they charged back. ) XXXX In another attempt to resolve this issue, I obtained a screenshot of a conversation with an XXXX XXXX confirming that the refund was processed on XX/XX/2023, to my Discover card ending in XXXX. 

I have been caught in a frustrating cycle of communication between XXXX and Discover, with neither party taking responsibility for resolving the issue. As a result, I am left without a refund for a product that was returned within the stipulated return window. 

I kindly request your assistance in resolving this matter and ensuring that the refund is processed to my Discover card ending in XXXX, as confirmed by XXXX. Please find attached the relevant documentation, including the conversation screenshot with XXXX support.

Company response to consumer: Closed with monetary relief