Consumer complaint received 2016-06-21
Company: DISCOVER BANK
State: NY
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
Hello, This complaint is about Discover Card and the way they handled my fraud investigation. I felt like I was treated like a criminal, when in truth I was the victim. In XX/XX/XXXX I had several fraudulent transactions on my Discover Card. I called into Discover with my financial advisor to address them and during the phone call I was disconnected. From what I know now they never addressed the claim because upon going over my books I saw that the charge was still there. So I called into Discover just recently to initiate a claim again so that they could address the charges and help me get my money back, what happened after that was just horrible. This started in the beginning of XXXX XXXX, initially I called into Discover to mark the charges as fraud and they said fine, everything would be ok and it may take some time to get the credit issued and the investigation done, but they would take care of it. About two weeks passed and nothing. So I called back with my financial advisor and they told me that the investigation was still pending but I could speak to a supervisor on the account. The young man that I talked to, XXXX, was just a horror. He made me feel almost criminal. He kept asking me " Ma'am Are you sure you do n't remember making these charges?! '' Like almost as if I had done something wrong by saying I did n't authorize the charges. I told him no that I did n't, and eventually he said that ok, the investigation would continue. When I got off the phone I was so shaken up that I wanted to cry. I kept trying to think of what I could have possibly done wrong for someone to speak to me like that. I mean it was almost like a movie scene where the police are interrogating a suspect. I almost ca n't describe the feeling. At that point I felt defeated. I told my financial advisor, who had been helping me through this that I never wanted to talk to those people again. He advised me that I was the one who got taken advantage of and that he did n't think the guy was taking out on me, just being overzealous about his job. I still felt absolutely horrible. Anyway, I did n't hear from them for some time so I called back in with my financial advisor on XXXX/XXXX/XXXX and they told me the investigation could take up to 90 days, although the next day I saw the credit on my account. However on XX/XX/XXXX I got a call from a XXXX who said she was a fraud Supervisor in the XXXX XXXX office of Discover card. We played phone tag for most of that day because I did n't want to talk to these people without my financial advisor on the line. They called so many times that day, at one point I said I feel like these people are harassing me. Once we finally talked to XXXX she said that my claim had been denied on the grounds that I had initiated the claim in XXXX and never followed through with it. I told her that that is the reason why I am calling, and the fact that I did n't get back to you is not because I finally figured out that I approved the transaction, I have a life. That does n't mean I gave these people my authorization to charge my card. Also, the fact that I only gave them the XXXX charge and upon further review of my books I actually saw another transaction that was not authorized and they denied both on the same grounds. My financial advisor mentioned something about them having to produce some kind of invoice or documents that I gave my authorization for the transaction, but they did not give me any of this. XXXX said she had done a google search and found one of these places on a fraud website!!! At that point I was flabbergasted. She had seen these people on a fraud website but want to hold me accountable for them? I just did n't know what to say. I still do n't understand why they did this to me. They say they have {$0.00} fraud liability, but held me liable for every single dollar. Please help.

Company response to consumer: Closed with explanation