Consumer complaint received 2017-05-02
Company: DISCOVER BANK
State: FL
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: Card was charged for something you did not purchase with the card

Complaint:
On  XXXX   XXXX   XXXX , I called  Discover  at  XXXX . I notified them that I had discovered that since  XXXX   XXXX   XXXX , I was charged an unauthorized recurrent monthly fee for an item that I searched for online linked to a " payment protection program ''. As a result of this, and as I have my bank account automatically pay the discover card account minimum payment, I have been charged hundreds  (  over  XXXX  at least  )  of dollars on this fee. I notified them that it was fraudulent, that I had never enrolled in this program or asked for this fee, that I still have n't even enrolled activated it on my online portal as I never asked / did n't even know I was enrolled in this service, and that I needed to have the charge investigated into and would like a case number to track progress. The gentleman on the phone said that the best they could do was " refund the past 6 months worth of charges ''.     I told him you do n't understand, this is fraud and I need the entire situation looked into. I was told that their fraud department was an " internal department that I was not allowed to speak with about this '' and that their " policy '' was to simply to refund 6 months and that was all that could be done. I notified him that the answer was non-satisfactory, that I have a fraudulent charge on my account dating back to  XXXX   XXXX , and that I need an investigation to be conducted on this matter, the charge immediately cancelled, and the funds that were paid for it unknowingly back. He said that they had a call notated in the system on  XXXX   XXXX   XXXX  stating that I asked for the service and I told him that was incorrect and I never requested that service. I also told him that I want that call to be played for me as if they could demonstrate that I enrolled in this process over a call, they would need to have  voice  verification and that would satisfy my inquiry in its entirety, and that I was certain there would be no authorization on my behalf on the call. He told me there was no such voice recording of the call and that there was basically no proof that I ever enrolled in this program besides a note in the system on the aforementioned date.     Overall, I have been fraudulently charged by Discover for a program I never enrolled it, have been told I could n't be refunded more than the last 6 months of charges due to a " policy '' associated with this very matter, have been told that they could not prove that I ever enrolled in a program as they were not in possession of any evidence ( a voice recording since they claim I authorized it over the phone ) besides notes left in the system by an individual, and was told that it was not fraud and they would not look into the matter further via a department concerned with unauthorized charges. I continued to reiterate my frustration and that this was indeed fraud and was told " a  XXXX  might give you a call tonight or tomorrow '' about the situation, but would simply tell me precisely what he was saying.     There have been law suits over this, the internet is swarming with detailed stories associated with this very matter, and  Discover  is not receptive to investigating into this fraud and refunding me the amount taken from my account since  XXXX   XXXX  of  XXXX . Upon speaking to their online team via chat, they notified me ( I have a screen shot ) that " the payment protection plan is actually a service that was offered thru  Discover  and we can credit back fees for it to you. Our  XXXX  team can not dispute charges from that  XXXX , so you would need to contact that number I listed and they can credit the charges back to you. '' The " Head Supervisor '' of the  XXXX  Department,  XXXX   XXXX , based out of the  XXXX   XXXX  then gave me a call to state that he was the end-all resource for complaints of this nature. He reiterated that they would not pay back anything more than the last 6 months of fees, which was over  XXXX  dollars, that they would not investigate into my matter further, that the fraud department and all other departments would not be of any further assistance as he is the final resource, and that even if I am telling them that fraud was committed on my account, it would not be looked into further and the only option I had was to have it cancelled and to accept the  XXXX  dollar credit.

Company response to consumer: Closed with explanation