Consumer complaint received 2024-09-08
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: DISCOVER BANK (WI)

I had been recommended by XXXX to go to XXXX XXXX to get my " computer '' ( XXXX ) fixed. XXXX had given them detailed information about the issue. This was supposed to be related to my check engine light having turned on, with overheating being the primary issue. In total, it took an entire month for me to get my car back with the check engine light turning on a couple hours after picking it up. They had my mother pay {$500.00} for the part, only to tell her that they did not need it ; this is part of what had taken so much time. During the weekly phone calls with XXXX XXXX XXXX, or my mother, would make to check the status, we found that they hadn't started work. Initially it was a struggle to just get them to order the part I needed. I immediately called them after the light turned on to let them know, and they asked me to bring the car back. I refused, and asked for a refund as I didn't want to spend any more time or money on this business. They did not agree to the refund and continued to suggest I bring the car back. 

This is despite knowing that I had just XXXX  and needed to leave the state in a couple weeks. XXXX another indefinite amount of time for my car was not possible. I had filed a dispute with Discover that was initially found in my favor on XX/XX/XXXX, and the amount was credited. However, this was recently reversed because XXXX XXXX provided documentation that shows I signed for the purchase. This doesn't change the fact that the service I paid for was essentially not provided ( details in documentation ). 

The " computer '' despite being replaced was found to not be working by another repair shop and throwing the same errors that it had when I brought it to XXXX XXXX. I no longer think Discover is going to be a reliable means of communicating this information and would just like to be given a refund. I had to junk the car not soon after, because of further related issues. Important dates are in the documentation. 

Initially, after I had submitted documentation, the case had been put in my favor and I had been credited the refund. However, Discover reversed this after XXXX XXXX had provided their own information. They had sent me a copy of this information, and it did not disprove or override any of my documentation. 

The representative that answered the phone on both XX/XX/XXXX and XX/XX/XXXX ( same person ) in the department dealing with disputes, had not given me any concrete reason for the case being reversed in their favor. The woman initially claimed it was because I signed for the purchase, which they had known the entire time. During the second call, her answer had changed to say it was because I had never contacted them about the issue. This had not been proven. XXXX had only provided the phone records between my mother and XXXX battery, as they had asked her to order a part. This part was not the correct part and was another instance of this company mishandling my car and being dismissive of my time. 

XXXX battery had not provided any actual evidence that they had done the service correctly, only that they asked me to bring the car back to them. Discover was not able to answer for this in any meaningful way, and the representative on the phone refused to continue the dispute as I had asked. Discover had emailed me saying that I could continue the dispute if requested, but this representative still refused. I can not remember her name, but she seems to be XXXX of only a few people in this department that answers the phones. 

I was only able to request a second review over the online chat option. This also does not have an explanation from Discover. I am currently waiting for the phone records from my own phone company so that I can send them to Discover ( showing I did contact XXXX immediately after picking up the car ), but as they are handling the case now it XXXX not make any difference.