Consumer complaint received 2025-07-04 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:
I used my credit card to book a non refundable short term rental property for a two week period thru XXXX. This listing advertised a well appointed sanitized accomodation following the strictest cleaning methods and comfortable beds full kitchen access air conditioning, and verification of my identify upon check-in. My card was charged {$1300.00} on XX/XX/XXXX. my reservation was for XX/XX/XXXX through XX/XX/XXXX. When I arrived at the address at check in time I could not find the rental because the management company has never sent the check in instructions or the person to meet me and verify my ID and credit card. I waited outside emailing and calling the company for 30 minutes when I got a reply from them saying what the unit number was and what the door code was to get in and there would be nobody to meet me and verify the authorized use of my card. They also mentioned that there might be a small issue with the rental reported by someone that was supposed to have cleaned the unit but it was probably okay now. When my girlfriend and I entered the unit we heard running water immediately. we went to find it and found the kitchen flooded by water pouring from a broken air conditioner in the ceiling and the temperature in the rental was 90 degrees. The water was inches deep on the floor and as we investigated further found the plumbing to be broken as well under the sink. We started taking pictures to try to get relocated by XXXX and noticed there were dirty dishes and bugs in the kitchen sink spilled food and open drinks in the refrigerator and open food containers and more bugs in the cupboard along with a dishwasher full of dirty dishes in a broken dishwasher. the closet contained a mop bucket full of sour dirty mop water and the floors were covered with dust and hair. The bathroom sink didn't run water and the toilet wouldn't flush. We located the bedroom which boasted clean linens and room for 10 guests and found a 3 level bunk bed with no linens and broken safety railing. We immediately contacted the XXXX  and explained the situation that the listing was not as described and not sanitary or safe for use with the flooded floor and no access to clean water and we're told they couldn't rebook us somewhere but would refund our reservation. We contacted the management company who said we figured it had been fixed and then refused to return my messages asking for a refund and letting them know I was leaving immediately because there was no way we could stay there 2 weeks. XXXX XXXX listened to my complaints and asked me to send the picture evidence I did that my girlfriend and I left where we rented another place on her credit card to stay since my money was tied up in this unoccupiable rental. as I waited for my refund and it never came I contacted my credit card company and filed a dispute on XXXX XXXX they came back shortly with a denial because they said the booking was not refundable I asked for the information they reviewed to make their decision and have yet to receive that from them. I believe this property management company knew of the condition of this rental when they took my money and allowed me to rent it anyways in order to keep my money and scam me and my credit card company. My credit card company is not considering all of the evidence and that even though it was non-refundable this booking was not occupiable and not at all what was advertised that I was purchasing.and not livable without running clean water due to broken plumbing.

Company response to consumer: Closed with explanation