Consumer complaint received 2021-10-08
Company: DISCOVER BANK
State: MN
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:
Transaction Date : XX/XX/2020. 
Three Transaction Ticket in the amount of $ {$1200.00}, {$900.00}, {$900.00}. 

I purchased these tickets on the date referenced above XXXX to XXXX for a one week vacation. However, due to coronavirus the country of our destination denied entry to all passengers except the citizens of the country and we were told this information at the gate during the boarding in XXXX. However, we spoke with the merchant we purchased the ticket from to provide us with a partial credit or voucher to use for future travel. After many attempts to get this resolved with the merchant, nothing helpful or better resolution was provided, neither a voucher or a credit. I turn my attention to the credit company ( DISCOVER ) to step in and try to resolve this case. I provided all the information and the details to conduct thorough research of this case. After a few days of investigation the company came stating " A decision has been reached for this investigation and we have found that this transaction is valid. You can expect to receive information on this decision to be sent to you via mail or secure message at Discover.com. Please review this information when it arrives for important details summarizing this dispute inquiry. Please notify us as soon as possible if you wish to continue this dispute. When I looked at the documents that were provided by the credit company that were attached to the case, the information, the name and the details in the documents belonged to different passengers. I made a few attempts to explain the situation to the credit company that this case has been investigated incorrectly and none of the details are mine. The credit company stood on their word despite the fact everything they investigated was wrong. I made few attempts to escalate the case to the higher up to look into the case, I have a few times my call being disconnected while on the call with them. They gave me the wrong company information to resolve my case with despite telling them this is not who I dealt with. I have attached the documents they stated they resolved the case with on this complaint so it can be reviewed for investigation. Neither the merchant nor the DISCOVER, whom I thought would probably conduct a reasonable investigation to resolve this dispute did not do their job right. Therefore, this merchant charged me a total of {$3000.00} in my account and thus I will not be responsible for making this payment and I decided to close their account permanently with no intention of having to deal with them again in the future. I have attached all the necessary documents that are needed to be reviewed in this complaint. The reason for filing this complaint was simply because the merchant denied me a voucher and the credit company did not provide reasonable resolution to believe this dispute can be closed. I have attached ticket information from the very first day we purchased the tickets and the same day we were denied to board the plane to be reviewed.

Company response to consumer: Closed with explanation