Consumer complaint received 2025-03-05 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: CA

Complaint narrative:
I filed a dispute with Discover card for numerous erroneous charges with a merchant, XXXX, that has a history of overcharging numerous consumers for charges of {$180.00} for annual renewals of XXXX XXXX XXXX XXXX without customer authorization. As a consumer of this company, I was billed a total of 17 charges of {$180.00} on my Discover Card and XXXX XXXX cards, totaling {$3100.00} for a period from XX/XX/XXXX that I DID NOT authorize. As a result. the account I have with the merchant has multiple phone services that were renewed to the year XXXX and the merchant claims this was a " huge billing error in their system '' and they are not fraudsters, but the merchant claims it is " my interpretation that this is fraud '' as they acknowledge it is a billing error, so why have they not fixed it? After months of having the grueling task of unanswered calls and emails with the merchant, false promises of credits from the merchant, I had contacted the credit card companies, including Discover to dispute the transactions going back 6 months. Discover has an archaic dispute process, making it extremely difficult to request a dispute. The Discover mobile ap does not have the option to file a dispute. Instead, they require the cardmember to go on a computer or laptop to the website ( not the Discover ap ) to file a dispute and upload documents in order process a claim. This is very cumbersome and limits many consumers as many people do not have a desktop or laptop, making access to disputing a transaction unavailable to many consumers. In addition, it was very tedious to take pictures and dowload files to a XXXX laptop and try to upload them to the computer to be able sent to the Discover website. This was a major barricade. Discover has made it very difficult to the consumer, which will prevent consumers to have the ability to do a simple dispute, resulting in lots of revenue going to merchants and Discover Card that should have not. After I filed a dispute, and sending supporting documentation of my case, Discover contacted the merchant and they did not respond. However, Discover did not honor the credit and rebilled my account. I called them and spoke to a representative and they claim they did not have enough supporting documentation for my claim. They recommended I send more documentation. Therefore, I spent more time sending them public comments of the same thing happening to other consumers. I also sent emails to and from the merchant where they stated they would issue credits. I also uploaded invoices and billing statements from the merchant showing the overcharges and unauthorized renewal of services through the year XXXX. Also, the merchant did not respond to the dispute which should have been sufficient for Discover Card not to chargeback the temporary credit in the merchant 's favor that was disputed. I am now in further contact with the merchant directly to request a refund directly, which again, they acknowledge, but have yet to follow through as they claim they have a plethora of other customer claims that they can not handle fast enough! Therefore, the burden is on me as a consumer since Discover has made it very difficult to resolve. XXXX XXXX also was somewhat of a barricade to dispute, especially with their outsourced agents in foreign countries and after numerous phone calls to XXXX XXXX, I was able to finally get them to resolve all of the additional erroneous charges billed by this same merchant credited to my XXXX card. Discover card has 100 % U.S. based customer service, which is commendable, but they have a dispute process which is unfavorable to many consumers. Discover should have an online dispute option on their Discover AP. The representatives at Discover acknowledge that their AP is lacking this option and they hope in the future it will become available. Unfortunately XXXX XXXX is trying to acquire Discover Card, which will be another antitrust and anticompetitive tactic and will bring more outsourcing from foreign countries that the consumers so not need and want. I want something to be done to protect myself and other consumers from these unscrupulous and irresponsible business practices. I am a consumer that has lost huge sums of money as a result of being overcharged and myself and many other consumers are victims of unnecesarry loss and wrongdoing of Discover Card and their merchant that they continue to allow to do business with. I am requesting the CFPB to help me with a resolution. I also may pursue further legal action and possibly find legal counsel to pursue a class action lawsuit to assist other consumers that have also been cheated out of money.

Company response to consumer: Closed with monetary relief