Consumer complaint received 2017-08-14
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:
Hi my name is XXXX XXXX. On XXXX XXXX, 2017 I did purchase 5 items from bonton.com website ( The XXXX XXXX XXXX XXXX ). I have never receive email from them about order delivery. Couple of days after I did called them to receive some information about my order. They told me that my order was delivered. I was wondered because I never receive anything from them. During that call they did not try to resolve my problem and advise me to dispute charges with my bank. I did like they said and dispute the charges {$450.00} with my bank ( Discover Bank ) that I paid to XXXX. Bank opened two cases and. First case number is XXXX for {$200.00} and second case number is XXXX for {$240.00}. After some time they told me that XXXX provided delivery proofs. I explained that delivery printout is not a proof that I did receive my items, because proper delivery proof will be that me or somebody in my household will sign and took the package. Bank submit my dispute again. I did request from Discover the proofs that was provided by XXXX. They did not send me anything. I did called them again and requested proofs again. After second request I did receive mail from Discover dated XXXX XXXX, 2017 that they closing my dispute because XXXX provided same delivery printouts. I called Discover by explaining again what is proof and what is not. During that calls they told me that XXXX deliver the order after that I did figure it out that XXXX gave package to USPS. I did called USPS to know where is my order. USPS opened a case by number XXXX. In XXXX XXXX, 2017 I did receive official email from USPS ( Sender was XXXX XXXX ) with their apologies for their bad service ( they left my package in unsecured place ). The building does not have cameras and front door it is open building and everybody can access. I did send that USPS official email by Fax to Discover on XXXX XXXX, 2017, because they told me that they will reopen my dispute if I will provide additional materials about the claim. Email from USPS was a big proof of that I did not receive my order. They ignored my proof saying that it will not help and because XXXX is a bigger client for them than I, they will return my credit to XXXX. After that I called XXXX and did provide that USPS email to them and asked that one of their supervisors contact me with a phone, but nobody contact me. After couple days I did called them again they assure me that there is no way to transfer my call to a supervisor and one of their supervisors will call me. Nothing. Seven days ago I did found email from XXXX in my Spam folder. I saw that somebody from XXXX by name XXXX Friday wrote me an email with their tactics ignoring their fault of my lose. I had nothing to do that to file a claim with CFPB because I spent a lot of my time and health by trying to return my lose and did everything like they told me.

Company response to consumer: Closed with explanation