Consumer complaint received 2026-02-17 00:00:00
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
State: TX

Complaint narrative:
CFPB Complaint Narrative Consumer : XXXX XXXX XXXX : XXXX XXXX/ XXXX XXXX XXXX : Discover Bank Product : Credit Card Billing Dispute ( Services Not Rendered ) Amount in Dispute : {$2200.00} Complaint Summary I am submitting this complaint regarding Discover Banks handling of a billing dispute involving non-delivery of contracted website development services by XXXX XXXX. Despite extensive documentation demonstrating material non-performance by the merchant, Discover declined to provide relief after previously advising me that I would retain dispute rights if the services were not delivered. 

This complaint concerns Discovers dispute handling process, my reasonable reliance on Discovers guidance, and Discovers subsequent refusal to substantively evaluate documentation that directly addressed non-delivery under the contract. 



Background and Dispute History In XX/XX/year>, I was charged {$2200.00} by XXXX XXXX for custom website development services. I timely provided all requested onboarding materials, written content, branding direction, and access credentials. After onboarding, I did not receive meaningful communication from the merchant for approximately three and a half weeks, which exceeded the contractual timeline. 

When I followed up, the merchant provided a generic draft website that did not include the agreed-upon content, branding, colors, service descriptions, or written materials that had been discussed and delivered in writing. 

At that point, I disputed the charge with Discover for services not rendered. 

While the dispute was pending, the merchant contacted me, apologized, and proposed an alternative path forward. The merchant stated they would not contest the dispute and suggested restarting the project by reissuing paperwork and recharging the amount so the project could begin again. 

Before taking any action, I contacted Discover to confirm my rights. 



Dispute Process Transparency and Consumer Reliance During this communication, Discover advised me that if the merchant ultimately failed to deliver the contracted services, I would retain recourse provided I documented non-performance. 

Relying on Discovers guidance, I agreed to give the merchant an additional opportunity to perform. I allowed the original charge to stand, did not re-sign new paperwork, and did not restart the transaction, specifically because I relied on Discovers representation that documentation of non-delivery would preserve my dispute rights. 

This reliance directly informed my decision not to initiate a new transaction and instead to document continued non-performance under the existing agreement. 



Satisfaction of Discovers Stated Dispute Condition I subsequently satisfied the condition Discover identified for retaining dispute rights by submitting extensive documentation demonstrating that the merchant did not deliver the services paid for. Despite this showing of non-delivery, Discover declined to reverse the charge without substantively addressing whether the contractual services were, in fact, performed. 

As a result, the issue is no longer whether documentation was provided, but whether Discover meaningfully evaluated documented non-performance after advising that such documentation would preserve dispute rights. 



Continued Non-Performance and Second Dispute Despite being given more than four and a half months in total from onboarding, the merchant still failed to deliver the contracted services. The website was never completed or launched and continued to contain numerous objective deficiencies, including : Failure to incorporate finalized client-provided written content Duplicated and misplaced service descriptions Incorrect factual information Misrepresentation of services offered At that point, I again disputed the charge and submitted a 28-page documentation packet to Discover. This submission included the signed agreement, written communications, finalized service-specific content that was never implemented, screenshots of errors, and evidence demonstrating that the services paid for were not delivered. 



Discovers Handling of the Dispute Despite this documentation, Discover declined to reverse the charge without substantively addressing whether the contracted services were delivered. Discover stated that no new information had been provided, even though the materials submitted directly addressed non-performance under the contract. 

Separately, Discover ruled in my favor on disputes involving improper hosting fees charged by the same merchant, confirming billing irregularities and improper charges related to services that were not delivered. However, Discover did not apply the same standards of non-delivery to the primary website development charge involving the same merchant. 

This dispute does not involve dissatisfaction, design preference, or subjective judgment. It concerns objective non-performance of contracted services that were paid for but not delivered. 



Basis for CFPB Review I relied on Discovers guidance that documentation of non-performance would preserve my dispute rights. I acted reasonably and in good faith by documenting non-delivery rather than restarting the transaction. Discovers refusal to meaningfully evaluate that documentation, while simultaneously acknowledging improper billing by the same merchant in related disputes, raises concerns regarding the fairness, consistency, and transparency of Discovers dispute handling process. 



Resolution Requested Regulatory Standard Under applicable card network rules and consumer protection standards, a charge for services may be reversed when the merchant fails to deliver the contracted services as agreed, and documentation demonstrating non-delivery must be substantively evaluated. 



Relief Requested I am requesting regulatory review of Discovers dispute handling process and appropriate relief consistent with services not rendered, including reversal of the disputed charge or other corrective action deemed appropriate.

Company response to consumer: Closed with explanation