Consumer complaint received 2022-06-25
Company: DISCOVER BANK
State: MI
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 filed CFPB complaint XXXX on or around XXXX XX/XX/2022, which pertained to a payment application/billing error. As I am recovering from XXXX, I had a family member pay on my account. That family member provided the information as requested by the representative and was given the reference number XXXX. The payment posted, but Discover alleges the were unable to collect the funds using the supplied ACH authorization. Discover claimed the returned code was because no such account existed with the information as presented by Discover to the institution. 

On or around the same time of filing complaint XXXX I filed a Billing Error notice with Discover. I received a response from XXXX in the Discover XXXX XXXX XXXX XXXX XXXX acknowledging receipt of complaint XXXX. 

On XXXX XX/XX/2022 I received an automated message requesting documentation regarding the billing error. The documentation listed the various forms of payment and what documentation was needed to assist Discover in conducting their investigation. The method by which the item was was one of the options : electronic transfer. However the requested documentation for electronic payment are as follows " if you paid by electronic means, or if a physical check was converted to an electronic check, please complete the attached form to confirm the funds were withdrawn from your account and/or provide supporting documents showing that the payment has cleared the financial institution. '' That is, Discover was/is requesting documentation that does NOT apply. Specifically they are asking for proof that the funds were debited from the authorized account. The matter as articulated both to Discover AND to the CFPB in complaint XXXX, and re-articulated here, is that there was an error when Discover presented the information to the financial services institution for debiting. 

Having already supplied the confirmation code provided by Discover, to Discover, in the billing error notice and CFPB complaint XXXX, I followed the instructions for other, which states " If you can not obtain the specific information above, please provide any supporting documentation that you may have to assist us in resolving your concern. '' Discover is capable of matching the confirmation number to the bank routing number and account number as presented to the financial services institution. However, the process that Discover is using to conduct their investigation is patently unfair because it presupposes that the " fault '' was on the other financial services institution or the individual making the payment. Neither of which is true. In fact, the same family member has paid on my account before during the time of which I've been ill : XXXX XXXX XXXX 

On XXXX XX/XX/2022 I received an automated message from Discover alleging that because I had not submitted " requested '' documentation, Discover would consider I no longer have any concerns because those concerns had been resolved. 

What Discover is doing is patently unfair. I have given the information and followed their instructions, yet they are now attempting to evade responsibility for conducting an actual billing error investigation claiming they " did not receive requested documentation. '' The process seems intentionally constructed to evade billing error investigations and compliance with their responsibilities under 12 CFR 1026.13, thereby meeting the definition of " unfair, deceptive, or abusive acts or practices " under 12 U.S. Code 5531.

Company response to consumer: Closed with explanation