Consumer complaint received 2017-12-08
Company: DISCOVER BANK
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Discover card claims to offer " Price Protection '' but the service is administered by a third party that is difficult to reach, long hold time, claims to not have access to account information so all information including address, purchase, contact information including email has to be restated to individuals with limited ability to spell and speak English. When contacting XXXX about the issues with the service provider they claim to have no access to claim information including if forms required have been sent The following is the correspondence from XXXX ; Hello XXXX, I understand your concern with the Price Protection benefit on your account, and not receiving the emailed forms. We want to ensure your feedback is heard, and you receive the most accurate response possible. For this reason your message has been forwarded to my attention. I 'll be happy to further assist you today. 

I assure you that it is n't our intentions to keep these benefits from you or make it difficult to take advantage of the benefit, as we strive to treat each cardholder as equally and fairly as possible while making it easy to take advantage of the benefits on your account. When an email is sent to you, it typically takes up to 72 hours to receive that email. Because this benefit is handled with our specialty team, we are unable to view these details or resend the forms through this line of communication. To ensure that you are fully taken care of, please contact our specialty team at XXXX, and we 'll be happy to further assist you. 

Thank you for staying on top of your account, and providing us with your feedback. I have forwarded this information to the appropriate parties within our company, and we will review to see if a change in our processes is prudent in the future. 

Best Regards, XXXX Escalation Manager DISCOVER, CASHBACK BONUS and the other trademarks, logos and service marks used in this e-mail are the trademarks of Discover Financial Services or their respective third-party owners. 



-- -- -- - Original Message -- -- -- -- Date : XXXX XXXX, XXXX XXXX XXXX Subject : Re : General Inquiry [ # XXXX ] Message : I called the number regarding the price guarantee. I was told I would be emailed several forms for the various items. I never received them. Price guarantee is not why I got the card but because it was offered I tried to use it. Now I find out you make it impossibly difficult to use so it 's basically a worthless benefit. Offering something you have no intention of honoring is outright fraud. 

It has been over 72 hours and no email. Wasting hours of my time chasing down {$10.00} and {$20.00} price guarantee payments is not cost effective. Calling your XXXX number results in prolonged hold times. I can tell you what will be an efficient use of my time and that will be reporting your fraudulent business practices to the appropriate agencies. Your blaming the lack of fulfillment of your obligations on being unable to see details is the same excuse your specialty department used when filling out the forms that I did not receive in the first place.

Company response to consumer: Closed with explanation