Consumer complaint received 2020-07-17
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:
On XX/XX/2020, I purchased a product from XXXX XXXX XXXX XXXX for {$540.00}. It was shipped on XX/XX/2020 using XXXX with a tracking number of XXXX. On XX/XX/2020, it was supposedly delivered to my apartment at XXXX. I never received the product. The door to my apartment was never rang, even though I was home the whole day. The package was not around the apartment or at the mail center in the building. I contacted the leasing center for my building and it wasn't there either. 

On XX/XX/2020, I contacted XXXX to get more information about the delivery. They told me they would have to wait for the following Monday before giving any updates since they need to wait for the driver. At the same time ( XX/XX/XXXX ), I emailed XXXX & XXXX XXXX customer service to let them know about the situation. On Monday, XX/XX/XXXX, I didn't hear anything back from XXXX, so I called them again, to which they said they would contact me the next day with updates. They didn't call me the next day, so I emailed XXXX XXXX XXXX  XXXX again asking for my order to be reshipped. They responded telling me they were waiting on XXXX and that it would take 3-5 days. On Thursday, I emailed XXXX XXXX XXXX XXXXXXXX again asking for updates. They responded on Friday saying they are still waiting on XXXX. On Monday, XX/XX/2020, I emailed XXXX XXXX  XXXX XXXX again asking for updates. They told me they would receive an update from XXXX on XX/XX/XXXX. During this time, I had also been calling XXXX trying to get any updates from them directly. On XX/XX/XXXX, I hadn't heard anything from XXXX XXXX XXXX XXXX, so I called XXXX and they basically told me that they think they delivered the package to the correct address and that to resolve this I should contact XXXX XXXX XXXX  XXXX for a refund. I emailed them that day demanding a refund or I would open a dispute with my credit card company, Discover. On Saturday, XX/XX/XXXX, I opened a dispute with Discover to reverse the transaction. I basically told them the story I am writing here. They reversed the transaction. 

On Monday, XX/XX/XXXX, I finally got an email from XXXX XXXX  XXXX XXXX saying they opened a claim and that they were going to give me a refund. They sent me a form to fill out which basically asked me if I wanted a refund or them to reship the product, and that they were going to file a loss with their insurance company. It also said that if I do end up receiving the product, I must ship it back to them or I face a fine. I agreed, asking for a refund, signed the form and emailed it back to them. At this point since I already had reversed the transaction through Discover and have gotten confirmation from XXXX XXXX XXXX XXXX that they were going to give me a refund, I thought everything was resolved. 

On XX/XX/XXXX, I noticed the transaction was reapplied to my credit card. Discover had denied the dispute on XX/XX/XXXX, I believe. The only reason I noticed was I was checking my statement. They had supposedly sent me an email, mail and secure message when this was done, but I had never received those, so I only found out more than 2 weeks later. That night, I messaged Discover though their chat application on what I should do. I provided the form to Discover ( the one I filled/signed for XXXX XXXX XXXX XXXX ) to the dispute. Discover told me I would need to contact XXXX XXXX XXXX  XXXX to get them to confirm the refund. I sent emails that night to the XXXX XXXX XXXX XXXXXXXX email address ( XXXX XXXX that originally sent me that form to follow up and get this resolved. I explained this whole story again to them and asked why I didn't end up getting the refund confirmed despite filling out the form. 

On Monday, XX/XX/2020, I called XXXX XXXX XXXX XXXX customer service to get more information. They informed me to email XXXX. I emailed the same thing to that email address. Tuesday, sent a follow up email. Wednesday, called XXXX XXXX XXXX  XXXX customer service again. They told me, they informed the chargebacks department and I should get a response by the end of the week. Didn't hear anything back from them. I called XXXX XXXX XXXX  XXXX customer service again on Monday, XX/XX/2020. They told me again that they informed the chargebacks department and I would hear from them soon. Nothing. I called again on Tuesday, XX/XX/2020. They told me that they informed someone else and that they would check with accounting to make sure they received the money from the transaction, and after confirming that they would give me a refund. They told me I would hear back in 1-2 business days. On Friday, XX/XX/2020 I had still not heard anything. 

After not hearing anything on Friday, XX/XX/2020, I contacted XXXX XXXX XXXX  XXXX customer service again. This time they informed me that they closed the claim that I had originally made. They had also told me that since I made a dispute with XXXX that they weren't going to reopen the claim or look into this issue any further. Basically, they weren't going to honor the refund, despite me filling out the form a doing everything that I did, because I opened a dispute with Discover. I contacted Discover the immediately afterwards and they told me, since they had received confirmation of delivery by XXXX XXXX XXXX XXXX of the product that I would need to take it up with them or XXXX. Discover would not look into the dispute anymore since the store saying that the product was delivered is good enough. Since XXXX XXXX   XXXX XXXX and Discover both said they wouldn't look into this anymore, I contacted XXXX again. They informed me that since the last call that I gave them, on XX/XX/2020, that no further investigation had been made on this package and that XXXX XXXX  XXXX XXXX had not done anything to try to investigate. Basically, XXXX XXXX XXXX XXXX didn't do anything with XXXX after I started the complaint, despite them repeatedly telling me that they need to wait on XXXX. So, here I am filing a complaint to the CFPB directly, since this issue still hasn't been resolved. I find it outrageous how they won't honor a refund because you opened a dispute with the credit card company and also that Discover won't help push forward on this dispute at all, just because the store said they delivered the product. ( Which I was aware that the status of the package was marked as delivered from the start ). 

In conclusion, never do business with XXXX XXXX XXXX XXXX and don't expect Discover to help you at all on situations like these.

Company response to consumer: Closed with monetary relief