Consumer complaint received 2016-01-05
Company: DISCOVER BANK
State: MI
Product: Credit card
Issue: Transaction issue

Complaint:
I have been a Discover card member since 2011 and have never had an issue with services until recently. Noticed an email message sent to me XX/XX/XXXX that a transaction had been declined due to insufficient credit line to cover the cost. After checking into the issue further, discovered that I had been twice XX/XX/XXXX and once XX/XX/XXXX for a product I did not order, want or receive. Amounts were approx. at XXXX ; XXXX and XXXX. The charges were from a merchant I had ordered samples from XX/XX/XXXX, needing to pay only shipping and handling. I did not want or order anything else. I filed formal disputes with Discover and eventually had " temporary credits '' applied to my account, with the understanding that if the dispute was not resolved in my favor following investigation, the credits would be reversed. During this time, I had several conversations and " secure messages '' with Discover customer service reps. Each rep had a different response and direction for me to take. I ended up contacting the merchant myself and received confirmation from a rep of the merchant both verbally and by email that my " account would be cancelled along with any further orders. Also, my " payment source '' - Discover, would be receiving a refund for the amounts in question. Finally, after many hours spent on trying to resolve issue on my own, the credits were made to my account. When my XX/XX/XXXX status was updated, Discover had " removed the temporary credit, and added back on the XXXX because the merchant had issued me a credit for the amount.. ''. I did not receive a refund from the merchant, and because the dispute was resolved in my favor, it is my understanding that the issue had been resolved. Each incorrect charge had been credited to my account, and I did not expect to be billed back the charge oif XXXX because the merchant indicated that my payment soiurce would receive the refund. I do not believe I should be getting charged again for something that had been resolved in my favor. I have not been refunded twice for any amount, though this seems to be Discover 's position of the issue. I have tried resolving the problem with Discover secure messages and by " live chat ''. The chats are always discontinued after I take the time to try and explain my position and the time I continue to use to resolve the problem is wasted. I did explain that I would be taking this step if my issue was n't resolved but the charge back remains taken from my available credit. It is also worth noting that in XX/XX/XXXX just prior to XXXX I had an unexpected death In my family and I phoned Discover to ask about where I could get a cash advance. I was referreed to banks that Discover does n't use and I was not only embarrassed in public, but was also left to be on my own to find somewhere to go. to obtain cash.. When I called for assistance and to express my dissatisfaction, it was suggested that I look into requesting a credit line increase to assist with getting some additional help with cash needed at the time. I explained that I thought such a request would be too early since I received XXXX automatic increases within past six months. XX/XX/XXXX would be okay to obtain another increase, so I did so. When I completed my request, a message came up that said I would be notified beforehand if a credit inquiry would be needed. I never was notified that such action would be needed, but my request was denied so this would result in my credit score taking a hit. I would never have pursued with my request for an increase if I had known this would be needed - especially after the XXXX automatic increases without my requesting them. I am not being treated fairly here in more than one instance, and most recently the charge being added back on my account because merchant had made a refund already???

Company response to consumer: Closed with explanation