Consumer complaint received 2020-06-15
Company: DISCOVER BANK
State: NJ
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Hi Discover card representative XXXX told me on XX/XX/XXXX that Discover sided with me in the dispute. I also heard this from XXXX, and XXXX with Discover. 

Then on XX/XX/XXXX, I placed a phone call to discover card again because their website indicated the dispute was overturned and now in XXXX/XXXX favor. The agent named XXXX, stated to me verbatim Ive looked through the documentation provided by XXXX and it doesnt fully resolve our concerns, which led to her re-opening the dispute and Discover crediting {$2800.00} to my card. 

Finally. On Thursday XX/XX/XXXX, the charges were once again placed back on the card in the amount of {$2800.00}. I called Discover and spoke with XXXX, who couldnt tell me what additional documentation Discover received to change their decision. She promised that a supervisor would call me and unfortunately, one never did. 

Then on Saturday XX/XX/XXXX, I spoke with XXXX at Discover. What was extremely concerning to me was the fact that she said her notes read that a supervisor tried to contact you on Friday. I asked what time? She didnt know. I asked what was their name? She didnt know ( I received NO calls whatsoever from discover or emails ). Then XXXX promised me a supervisor call, which never happened. 

Discover has joined merchant XXXX/XXXX in stonewalling and failing to follow through on their promises. 

Per FCBA settlement rules, this is a case of : -charges for goods and services you didn't accept or that weren't delivered as agreed ; -charges for which you ask for an explanation or written proof of purchase, along with a claimed error or request for clarification. 

To sum up in more detail the travel package and issues, this note was sent to multiple people at XXXX XXXX XXXX : XXXX ( an XXXX XXXX XXXX company located at XXXX XXXX XXXX. XXXX XXXX, PA XXXX ) promised to cancel my trip ( along with my girlfriend ) for a refund. The representative who made this promise over the phone is named XXXX XXXX, and he did so on XX/XX/XXXX. 
XXXX is impossible to get ahold of via phone ( 5 hour wait times ) and their general  XXXX email inbox ignores me. One sales rep : XXXX XXXX XXXX ( XXXX ) will answer emails with a XXXX, ignoring my requests for cancellation and denying that he or anyone else with the company ( Phone reps XXXX XXXX and XXXX XXXX both promised cancellation and full refund via phone ) made those promises. The company is stonewalling, and arent reachable. The trip was XX/XX/XXXX to XX/XX/XXXX. Airfare on XXXX from XXXX to XXXX. Stay at XXXX  XXXX XXXX XXXX XX/XX/XXXX to XX/XX/XXXX, with transportation to and from XXXX to the resort. Total trip charge was {$3100.00} ( {$2800.00} for the trip itself ) which they are refusing to refund as promised. They tell me to I need to cancel the trip to try and use any trip insurance, but to cancel the trip, you need to do so over the telephone. They finally cancelled the trip at XXXX XXXX ET on XX/XX/XXXX, just before both : 1. the state of NJ issued a stay at home order. 2. the US State Department issues a Level 4 DO NOT TRAVEL advisor on  XX/XX/XXXX 3. the US DHS closed the US/XXXX border to all non-essential travel at XXXX XXXX  on XX/XX/XXXX. Also, XXXX XXXX canceled flight # XXXX from XXXX to XXXX on XX/XX/XXXX. Finally, the resort ( XXXX  XXXX XXXX XXXX ) closed on XX/XX/XXXX. 

Trip booked XX/XX/XXXX online, I was first advised trip was fully refundable by XXXX XXXX on XX/XX/XXXX via phone, again told the trip could be canceled and refunded on XX/XX/XXXX by XXXX XXXX ( in a " call back '' request from XXXX ). I was also told in writing by XXXX XXXX XXXX on XX/XX/XXXX that the trip was able to be canceled for {$50.00} per person ( {$100.00} total ) fee, but the company has since waived all cancel fees, they changed their policies that same day ( XX/XX/XXXX ). 

I have attempted to call the company on XXXX XX/XX/XXXX and was quoted a hold time of 439 minutes, XX/XX/XXXX led to a hold time of 4 hours and 44 minutes ( screenshot attached ) to speak with someone for the refund promised to me by XXXX XXXX XXXX on XX/XX/XXXX I left voicemails ( unreturned ) to both XXXX XXXX XXXX and XXXX after being quoted a hold time of 294 minutes, in the morning of XX/XX/XXXX the hold time was 347 minutes, that evening it was 385 minutes ( and another voicemail was left for XXXX XXXX XXXX at extension XXXX at XXXX XXXX  ), XX/XX/XXXX showed a hold time of 377 minutes, XX/XX/XXXX had a hold time of 405 minutes, and the morning of XX/XX/XXXX estimated a hold time of 155 minutes ( phone call dropped prior to that time being met ). 

On XX/XX/XXXX, I spoke with sales representative XXXX XXXX by calling and selection option 2 for sales. He said his supervisor was named XXXX XXXX and that neither of them would or could cancel the reservation for any reason. Additionally, we got a hold of the sales department in 55 seconds, where wait times to get customer service were 6.5 hours per the same sales rep ( XXXX XXXX ). We are now faced with losing over {$2800.00} as a result of XXXX 's refusal to honor their word. The company has ignored a PA AG arbitration attempt, and tells Discover non refundable despite telling me it is refundable multiple times. 




Thank you so much for your time and assistance in making this right. The reason a dispute was initiated with Discover is because the merchant failed to honor their word, failed to deliver on promises and failed to provide goods and services paid for. The flight on the purchase travel package was cancelled by air traffic control per XXXX XXXX. The resort : XXXX XXXX XXXX, shut its doors on XX/XX/XXXX. They would have refunded me had I not dealt via XXXX, there is no reason for them to keep my money. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation