Consumer complaint received 2022-06-21
Product: Credit card or prepaid 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 (NM)

Complaint:
The following is a letter written to my credit card company Discover Card documenting everything that happened in my dispute case. 

To Whom It May Concern : I am writing to resolve an issue that has been going on for over a year. Attached you will find all my documentation that I have submitted over the year to justify my claim for a refund. I will explain, herein, with details that will correspond with the paperwork included. 

I ordered an oil machine on XX/XX/XXXX from XXXX. The order number was XXXX. It was shipped on XX/XX/XXXX. ( Site reference # 1 ) On XX/XX/XXXX another machine was mistakenly shipped on order number XXXX ( Site reference # 2 ). 

After I received the second machine, I talked with XXXX and they had got an okay from the seller that I could return it for a refund. XXXX issued an XXXX Return ID : XXXX for order number XXXX on XX/XX/XXXX. ( Site reference # 3 ) I dropped off the machine at the UPS store on XXXX XXXX in XXXX XXXX on XX/XX/XXXX at XXXX with a XXXX TRACKING NUMBER XXXX. ( Site reference # 4 ) On XX/XX/XXXX I got a Proof of Delivery from XXXX  on Tracking Number XXXX that it was delivered on XX/XX/XXXX at XXXX. ( site reference # 5 ) I never got a refund. 

After working with the XXXX A to Z for over a month to get my refund and getting no results, I opened a Claim Dispute with Discover for my card ending in XXXX. Soon after I placed the dispute, I lost my card and got my replacement with the number ending in XXXX. I uploaded all my documents to the Discover website and thought that everything was fine until XX/XX/XXXX when two charges for the amount of {$2800.00} were put on my card ending in XXXX. I have been working with Discover ever since to get the rest of the documentation to prove that I have a refund coming for the returned oil machine. 

I have collected additional data since then to prove that XXXX owes me the refund. ( Site reference # 6 ) is a screen shot of order # XXXX with the payment method picturing a Discover Card with XXXX, and Grand Total : {$2800.00}. 

When you click on the View return/refund status on this page it takes you to ( site reference # 7 ). This page shows the Refund issued of {$2800.00} on XX/XX/XXXX. 

Clicking on the details highlighted on this page will take you to the screen shot of ( site reference # 8 ) which gives the order # XXXX. 

After submitting all these documents, Discover asked me to provide something in writing from XXXX stating that they refunded the {$2800.00} to the Discover Card. I talked to XXXX and they provided ( site reference # 9 ) an email stating that they Refunded the original payment method-discover card {$2800.00} and was Completed XX/XX/XXXX at XXXX and then referenced the Oil Machine details. 

I still haven't received a refund and just got this notice from Discover To Whom It May Concern : I am writing to resolve an issue that has been going on for over a year. Attached you will find all my documentation that I have submitted over the year to justify my claim for a refund. I will explain, herein, with details that will correspond with the paperwork included. 

I ordered an oil machine on XX/XX/XXXX from XXXX. The order number was XXXX. It was shipped on XX/XX/XXXX. ( Site reference # 1 ) On XX/XX/XXXX another machine was mistakenly shipped on order number XXXX ( Site reference # 2 ). 

After I received the second machine, I talked with XXXX and they had got an okay from the seller that I could return it for a refund. XXXX issued an XXXX Return ID : XXXX for order number XXXX on XX/XX/XXXX. ( Site reference # 3 ) I dropped off the machine at the XXXX store on XXXX XXXX in XXXX XXXX on XX/XX/XXXX at XXXX with a XXXX TRACKING NUMBER XXXX. ( Site reference # 4 ) On XX/XX/XXXX I got a Proof of Delivery from XXXX  on Tracking Number XXXX that it was delivered on XX/XX/XXXX at XXXX. ( site reference # 5 ) I never got a refund. 

After working with the XXXX A to Z for over a month to get my refund and getting no results, I opened a Claim Dispute with Discover for my card ending in XXXX. Soon after I placed the dispute, I lost my card and got my replacement with the number ending in XXXX. I uploaded all my documents to the Discover website and thought that everything was fine until XX/XX/XXXX when two charges for the amount of {$2800.00} were put on my card ending in XXXX. I have been working with Discover ever since to get the rest of the documentation to prove that I have a refund coming for the returned oil machine. 

I have collected additional data since then to prove that XXXX owes me the refund. ( Site reference # 6 ) is a screen shot of order # XXXX with the payment method picturing a Discover Card with XXXX, and Grand Total : {$2800.00}.

When you click on the View return/refund status on this page it takes you to ( site reference # 7 ). This page shows the Refund issued of {$2800.00} on XX/XX/XXXX. 

Clicking on the details highlighted on this page will take you to the screen shot of ( site reference # 8 ) which gives the order # XXXX. 

After submitting all these documents, Discover asked me to provide something in writing from XXXX stating that they refunded the {$2800.00} to the Discover Card. I talked to XXXX and they provided ( site reference # 9 ) an email stating that they Refunded the original payment method-discover card {$2800.00} and was Completed XX/XX/XXXX at XXXX and then referenced the Oil Machine details. 

Still no refund and I received a response to my claim dispute with Discover. It is as follows : XX/XX/XXXX Transaction has been found to be valid. 
We've completed our investigation of this transaction. During our review, we considered all information and documentation we received from you and we attempted to obtain transaction records from the merchant. We regret that we are unable to validate the details of your claim. Accordingly, we consider the charge to be valid. The charge will remain on your account and the temporary credit we previously applied to your account will be reversed. 

I have tried to work with XXXX but nothing ever gets done. 

I am not sure how much more I have to do to prove that I sent the machine back and that XXXX has stated in several documents that I am due a refund for {$2800.00}. 

Thank you

Company response to consumer: Closed with explanation