Consumer complaint received 2022-05-17
Company: DISCOVER BANK
State: CA
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:
I purchased a XXXX  XXXX  for {$1100.00}, from XXXX on XX/XX/XXXX. I didn't use it even once since purchase, so after a while I decided to sell it, and listed this bag on XXXX ( a websit that people could buy or sell their luxury items ) on XX/XX/XXXX. 

On XX/XX/XXXX I was notified by XXXX that this bag was counterfeit, and my account has been suspended because I tried to sell fake bag. I was shocked, I never even doubted this bag was fake. So I sent the detailed pictures of this bag to a professional online authentication website for authentication. 

On XX/XX/XXXX, I got the result from authenticator that this bag is a conterfeit for sure.Since this bag passed XXXXXXXX XXXX return window. I contacted XXXX, but was told I need to contact Discover because I used the credit card to pay this bag. So I contacted Discover and opened a dispute, got my temporary credit back, and submitted the order confirmation, the notification from XXXX, and authentication letter from the authenticate website " Real Authentication '', with all available pictures. 

On XX/XX/XXXX, I was informed by Discover, they made decision on merchant 's favor and reversed my temporary credit. I called Discover asking for the reason. It turned out the only reason is there are a few words discrepancy between the names of the bag on XXXX order and Authentication letter, even if they could XXXX the two names and got the same style of bag, or see the pictures on both of my order and authentication letter are indicating the same bag... I called several times afterwards trying to get this case re-opened, but was told to wait for updates. 

On XX/XX/XXXX, since there was no updates at all, I requested to speak to their manager, name is XXXX. At the beginning, he said I need to solve this with XXXX or XXXX, after I told him they asked me to contact Discover since I paid with my Discover credit card, he turned to say its been a while, and I passed the window to open dispute. I told him the dispute was opened without any issue but the result is based on their unprofessional ways of researching. Finally, he told me as long as I could provide the authentication letter with the exactly same name of the item as on my XXXX order, they would reconsider my dispute internally. I was also told it would take up to 2 business days to review once the document was submitted. 

On XX/XX/XXXX, I managed to get a new authentication letter and submitted it to Discover, I also called the right after to confirm they did receive the new document and would review it in a timely manner. 

On XX/XX/XXXX, I called Discover because I had not heard back from them since I submitted the new authentication letter. I was told the document had not been reviewed as promised because they needed to be escalated to the managing team for its high amount, and there was no way to estimate how long it would take. 

I called on XX/XX/XXXX, was told even if the new document is with the same name, the document should be provided by lawful bureau or federal Trade Commission. It was totally different from what I was told at the beginning. Discover never mentioned about any concerns or requirements regarding where I should get the documents. I was informed that the name discrepancy is the only reason for their conclusion. Now they started to change the story. After I requested to speak to XXXX or any other supervisors available, they put me on hold for more than 40 minutes and told me there was no one available to take my call. 

As a loyal customer with high credit score, I was having good experience with Discover before. During this a few months of dealing with Discover, I did everything I could and everything they asked to support my dispute, hoping Discover would solve this matter efficiently and reasonably. But they kept on holding it for different excuses, and did not do whatever they promised. 

I have spent too much time on calling Discover, waiting on the line, being transferring, and sometimes even being hung up suddenly. I am really tired and frustrated for their attitude. They really disappointed me this time.

Company response to consumer: Closed with explanation