Consumer complaint received 2018-06-26
Company: DISCOVER BANK
State: WA
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: Card was charged for something you did not purchase with the card

Complaint:
I received a pre-approved credit card application for a Discover Bank Card in late XXXX. I was hesitant at first to apply, but I did and was approved for a card {$5500.00} limit. 

The card arrived and I held o opening the card for a short time cause I was going to be taking a trip to XXXX in early XXXX, and I could use it during my time away. As my trip was slowly approaching I decided to activate the card over the phone, then made various charges totaling {$160.00} in a less than a three week period. I wanted to show some usage on the card in case there was a problem before my trip. I decided to store the card in a dresser that had a small compartment in it. 

Starting in the middle of XX/XX/XXXX several serious events took place that caused me to cancel my trip. One was a return my family needed me to make back to XXXX NY to handle final estate proceeding for my Grandparents, and major XXXX my mother was going to be having in XX/XX/XXXX. 

An member of my extended family from XXXX, NY came to stay with us for a short time day after I left for XXXX. It was decided by my family that since my room was going to vacant for a time while traveling back and forth to XXXX that person could stay there. 

After each of my returns from XXXX I made sure the card was still in it's rightful place. Starting in XX/XX/XXXX I started receiving mail from Discover credit card. I figured it was a statement for the small amount charged to card and it was time to make a payment. I set it aside along with the rest of mail since my returns home were quick until my mother 's XXXX. 

The following month I received more mail from Discover credit card and I decided to open to view charges and the minimum due cause I was sure a payment was missed, and I got the shocker when there was more than {$3000.00} in charges.

Immediately called Discover and made them aware of the unauthorized charges, and asked them to issue me a new card ASAP. Discover verified the charges that were mine and the rest were flagged, and within two days a new card arrived. I chose not to activate the card until the other charges has been removed.

Discover issued a temporary credit and sent an aidavit of fraud a few weeks later that I needed to fill out and returned to the them unfortunately I was so bust taking care of my mother post XXXX that I was not taking calls or looking at mail. 

When I finally called back end of XXXX start of XX/XX/XXXX I talked to a representative in customer service and fraud that told me about the numerous calls and the affidavit sent out. I told them about my situation with my mom and I was look for that letter and get it back to them ASAP cause I wanted to make a payment due to email I was receiving about need to pay down. I filled out the forms, and faxed/postal mail them back. 

At first I did not want to disclose the name of the person, cause I did not want to cause more chaos in my extended family, which I explained in a letter I attached to the affidavit. 

Since I had not heard anything from Discover I called them end of XXXX and told them I was calling about the status of my fraud case cause I was starting to receive email that I needed to make a payment. I indicated concern about making a payment with a fraud case open, but having that new account open. They suggest I go ahead and make the payment and if the money was not needed then I would receive a credit of some kind. 

On or about XX/XX/XXXX I got a voicemail from a Fraud Specialist at Discover asking me to call back about my fraud case. I accidentally deleted the message and found the phone number online, and returned the call. 

On XX/XX/XXXX I spoke with a male rep told me that Discover had come to a decision to hold me responsible for all of the charges totaling {$3300.00}, and the reversal would appear in thirty day. I told the male rep I am not paying those fraud charges, but I will pay the {$160.00} that belong to me. I asked the male rep, if they had receiving my paperwork, and he told me they did, but there was still some missing information, and since I did not call back it resulted in holding me responsible. 

I told the male rep I am caring for my mom, so I return call when I get a free minutes, and I again said I will not pay those fraud charges, but I will pay the {$160.00} that belongs to me. The male rep stated sounds like you disagree with the decision, and I told him yes I do and I wanted to speak with some else now. Took him forever to transfer me, but I got a nice woman rep that listened to me, and told me she could ask for a 2nd dispute review as on the missing information that Discover did not currently have. I told her I wanted that, and that I would be in touch the next day to see if the 2nd review was underway. 

XX/XX/XXXX I called back Discover, and was cutoff four different time by four different reps. The last rep that I talked with told me some information about filing a police report, and then started giving me a hard time about not wanting to reveal who did in the beginning, but now wanting to say. I told them I was trying to keep this in my family and I was just doing what was necessary to make me whole again. She indicated that having that report would allow them to go after the person because Discover wants their money back too. I told female rep I had no idea where that person was anymore since returning to XXXX. The locks were changed on the last known address I listed. 

As the conversation with the female rep continued she told me that they would be doing the 2nd review based on the new information I provided, but also that Discover was choosing not to do business with me and has closed my account still holding me responsible for all of the charges. 

As of today XX/XX/XXXX I have yet to hear back from Discover as it takes them thirty days for a review. In the meantime I have alert credit bureaus about the remark placed on my report, and also submitted another fraud alert.

Company response to consumer: Closed with explanation