Consumer complaint received 2024-06-17
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 (NJ)

I submitted a complaint regarding the below earlier this year and received a response to send the receipt of the replacement phone I purchased legitimately. Upon sending the receipt they said the claim was denied because I already sent the document, which is what I told Discover but they still requested I provide the receipt. Every time I have spoken with Discovers fraud team I am met with inconsistent advice and instructions that have only delayed this process and significantly hurt my credit score. I had never missed a payment prior to this incident and was instructed not to pay the balance as it looked to be an obvious decision and now it has been over a year that this has weighed on my credit history and Discover has done nothing to improve the situation accept offer a {$100.00} credit to compensate for a {$1500.00} fraudulent charge that has been accruing interest for a year. They are consistently unresponsive requiring over a month to respond to any documents I provide and when I left a message for the individual who responded to my previous complaint I received no response. 

My phone was stolen and hacked in XX/XX/2023 and used to purchase items at an XXXX XXXX XXXX XXXX XXXX using the credit cards I had on XXXX XXXX at the time. Discover initially removed the charge from my balance as fraud but ultimately completed an investigation to conclude it was not fraudulent and added the transaction back to my balance. I have spent the last XXXX months disputing this charge speaking with several representatives and sending additional support after each interaction in full cooperation with Discovers policies. This support includes ( XXXX ) evidence I purchased a new phone, ( XXXX ) the email from Discover asking to confirm a separate transaction on the same day with the same merchant but a different amount that they suspected to be fraud to which I confirmed the charge was fraudulent and cancelled my card, they did not send a notification asking if this transaction in question was fraudulent ( XXXX ) evidence of my other credit card concluding a similar purchase from the same vendor on the same day was fraudulent ( XXXX ) evidence I boarded a flight to XXXX prior to the transaction date and evidence I boarded the return flight after the transaction date ( XXXX ) evidence of my credit fraud reports submitted to XXXX, XXXX and XXXX ( XXXX ) evidence an XXXX XXXX was opened using my stolen phone without my knowledge and the closing of that account and XXXX and XXXX XXXX conclusion of fraud. As well as numerous additional forms of evidence requested by the representatives to support my case. With each interaction I was assured the additional evidence would prove my case and I should not need to pay the balance as it will swiftly be resolved. Today I was greeted with disrespect and accusations and the representatives bluntly informed me there is nothing I can do and that I am fully responsible for this fraudulent charge regardless of the evidence I have submitted.