Consumer complaint received 2026-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: DISCOVER BANK
State: CA

Complaint narrative:
I filed a dispute claim with my bank due to an overcharge of {$81.00} at a gas station who charged me for gas when I never got any, I was only purchasing a drink. This occurred on XX/XX/XXXX at XXXX. I noticed after the transaction went through that the charge was incorrect and immediately asked the employee for a refund. As the transaction was done through XXXX XXXX, the card number on the system was different than my physical card number and they couldnt directly refund me. The gas station employee contacted their manager who said he would refund through his end and it would take several days to go through. After a few days with no refund I contacted Discover to file a dispute, they recommended I wait for at least till XX/XX/XXXX, as I was busy that day I called on XX/XX/XXXX to open the dispute. After that on XX/XX/XXXX I received a temporary dispute credit for the amount. I heard nothing after that until XX/XX/XXXX when I received a letter stating my dispute was found invalid. I called the dispute line and requested the documents used to come to the conclusion and asked what I could do to try to get this amended, they said I could re-open the dispute if I could provide a new document, when asked what I could provide they said there werent set rules, and suggested I could try to get in writing that the charge was wrong from the company themselves, and I needed it within 3 days. I went back to the gas station to try to talk to the manager but he wasnt there and they told me to call the next day to see if he was that time, I also asked if they kept security footage from the day to potentially use that but due to how long the investigation took the footage was gone by then. I called the next morning and the manager answered, he remembered the incident and said he would refund me. An hour later he notified me the refund should take up to 7 days. On XX/XX/XXXX at night I received the documents I requested, I received XXXX documents I will attach. XXXX were blank, XXXX was a letter saying what the documents were, XXXX was titled Facsimile Transmittal Sheet, and the last was what appeared to be an electronic receipt. The receipt said I paid a XXXX XXXX for XXXX for XXXX gallons at XXXX dollars per gallon. As I was confused about the receipt and I was still unsure if the refund would actually go through this time so on XX/XX/XXXX at XXXX I contacted the Discover dispute line again. They didnt know anything beyond what amount I was charged and explained they werent the ones who actually handled the investigation and dont know how it is done, they also said the same thing as the previous person about reopening the dispute needing additional documentation within 3 days. As the call was verbal I didnt have written confirmation that they were trying to refund me and I said I would try to get it tomorrow. After that at XXXX I checked my account to see if there was a refund yet and there was not. After arriving home at XXXX I checked my account again and it was there. This was after the dispute line closed and I was unable to contact them to let them know it was resolved. I am reporting this because I feel like my dispute was not handled properly, there was clear evidence in the receipt that the charge was fraudulent or at least invalid and it was clear that no service or product was provided for my cash, there was no clear effort to contact the business to see if the charge was valid as it took one call for me to get that information despite them saying they contacted the business, and the time they took to investigate made it harder for me to locate additional documentation that I didnt know I would need until it was too late. I feel my dispute was mishandled and appropriate effort to ensure the charge was valid or not was not taken. And I am reporting it so others dont make the same mistake in handling the case as I did like making sure they can get additional documentation before the result of the investigation, and that they are aware of how Discover treats their account holders.

Company response to consumer: Closed with explanation