Consumer complaint received 2023-05-11
Company: DISCOVER BANK
State: OH
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:
In early XXXX of XXXX I purchased a refurbished kitchen appliance from a website for the price of {$64.00}. 
The merchandise was never delivered to me, I do not have the name of the seller ; website and email address have completely vanished from the Internet after I threatened to file a Police report. I reported the charge as fraudulent to Discover. 
I used XXXX as a guest, my Discover Card was charged on XX/XX/XXXX. Discover cancelled the card ending in XXXX for safety reasons, reversed the charge on XX/XX/XXXX and a new card ending in XXXX was issued. I had considered the case closed. 
After I had received a letter from Discover that they had tried to call me several times and that I should call the Fraud Department, I had a long conversation with an agent regarding the allegedly fraudulent charge of {$64.00}, that they determined no fraud was committed, but there would be another 19 days until they would close that case, and that my account could be charged again with those {$64.00}. In that case I should call the Billing Department and discuss with them what could be done. 
I received my billing statement for XXXX online on Friday XX/XX/XXXX, and I immediately noticed that my account was charged again with {$64.00}. 
I started making calls to Discover that same morning, I had to tell the story to six different agents and still was told that this charge is not considered fraud, since I authorized a payment. That I had never received my merchandise did not seem to matter, but at least one of the agents gave me a little bit more information and told me XXXX had provided them with a USPS tracking number, which indicated that my merchandise was delivered on XX/XX/XXXX. 
The tracking number is : XXXX XXXX XXXX XXXX XXXX XXXX. 
I went to my local XXXX XXXX XXXX XXXX, ( XXXX ) XXXX, talked to clerk XXXX, he was able to confirm that this was not a package meant for me, but a XXXX. package ( postage {$4.00} ) which was delivered on XX/XX/XXXX, to XXXX XXXX XXXX in XXXX XXXX, OH ( I live on XXXX XXXX XXXX in XXXX XXXX, OH, but the two cities share the same ZIP Code ). My merchandise would have been about XXXX. 
XXXX opinion was that the merchant had fished a tracking number, provided XXXX with it, they took it as valid and provided Discover with the information that a package with that tracking number was delivered. 
With that information I contacted XXXX. Using the information from my Discover statement XXXX XXXX XXXX CA. I was lucky that agent XXXX was able to find the dispute with Discover within a few seconds, that it was closed as not fraudulent since the merchant had provided a USPS tracking number as proof of shipping. 
We discussed the case in detail, and he agreed that it is considered fraud when a seller provides a false tracking number to make the buyer believe he has shipped merchandise, but he also admitted that it is nearly impossible to verify all information they get from merchants, there are simply too many claims like this. 
XXXX has the case reopened and escalated, and I was supposed to hear from them by XX/XX/XXXX, and that it is very likely that the charge would be reversed in my favor. That did not happen, and I called XXXX again on XX/XX/XXXX. The agent told me to get in touch with Discover again and request a chargeback, and that XXXX would not be able to help me. 
On Saturday XX/XX/XXXX, I had received a letter from Discover in which I am told the investigation has been completed and no fraud has occurred on my account, and that the dispute has been reported to the credit reporting agencies until I advise Discover to remove the dispute status. 
On XX/XX/XXXX, I sent a Fax to a number Discover Customer Protection Services had provided me with. I requested the dispute to be removed from my credit reports and to provide written proof by XX/XX/XXXX. 
Neither Discover nor XXXX have done their due diligence in this case, and in return for doing this entire investigation myself, I am now stuck with Discover reporting this dispute to the Credit Bureaus, plus I am charged with an amount of {$64.00} and no merchandise. 
In my call to Discover on XX/XX/XXXX an agent told me Customer Protection Services does not accept faxed documents, and they did not know who received my fax. I asked to tell me what department is using the fax number I had been provided with, the agent refused to answer that. 
I then asked for the billing or chargeback department and asked the agent why they had not opened my case on XX/XX/XXXX during my first interaction with them, and I was told that the agent was mad that I had asked for a supervisor, and that she asked me for documentation, therefore she did not change my case from fraud to chargeback. I told her that I would send my fax from XX/XX/XXXX again, this time to the billing department, in which everything is explained in detail, she refused to provide me with a fax number. 
I used online-banking and an agent with the name XXXX in an online chat and asked for a fax number for the billing department. 
I have sent another fax today.

Company response to consumer: Closed with explanation