Consumer complaint received 2026-02-04 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: GA

Complaint narrative:
I canceled my XXXX XXXX subscription in XXXX of XXXX and they continued to bill me until XXXX of XXXX. They never sent me anything in via email, and they still maintain they will not send me anything via email. All they can provide is this chat from earlier today. I contacted XXXX XXXX who conveniently does not keep records of login or use to verify that have not used the service since XXXX of XXXX. I contacted Discover to dispute the charges of fraud to which they are stating are valid. I've closed my Discover account. I want my money back for fraudulent charges of {$77.00}. 

System ( XXXX ) XX/XX/XXXX, XXXX XXXX ( XXXX ) Hi there To start off, we'd like to know a little bit more about you : ( XXXX ) XXXX : Your name : XXXX XXXX XXXX XXXX ( XXXX ) Hi there! XXXX the XXXX XXXX here to assist you. How can I help you today? 
( XXXX ) XXXX : i canceled the service but I am still being charged ( XXXX ) XXXX XXXX ( powered by XXXX XXXX XXXX XXXX moment, I'll get a live agent to assist you further. 
( XXXX ) XXXX XXXX : XXXX, XXXX! 
( XXXX ) XXXX XXXX : I will be assisting you from here. 
( XXXX ) XXXX XXXX : How are you doing today? 
( XXXX ) XXXX : i canceled the service in XXXX and i am still being charged ( XXXX ) XXXX : i need my refund ( XXXX ) XXXX XXXX : Regarding your inquiry, please give me a moment to check your account and confirm a few things. 
( XXXX ) XXXX : yea check my last use specifically ( XXXX ) XXXX XXXX : XXXX strictly keeps no logs of your activity online, thus I can not verify usage records, since there aren't any to begin with. 
( XXXX ) XXXX XXXX : XXXX moment. 
( XXXX ) XXXX : well i canceled on the app and it told me i have till the end of the billing period sometime in XXXX ( XXXX ) XXXX : you have record of that ( XXXX ) XXXX XXXX : Please keep in mind, that you have agreed to our Terms of Service ( XXXX XXXX XXXX XXXX upon purchase. They state the following : " All our paid Services are provided on a Subscription basis. This means that the provision of the Services will auto-renew at the end of the current Subscription period, unless you cancel it before the auto-renewal. '' According to our records, the account under XXXX has an active subscription, which was never cancelled. No records of a request via our support channels, or directly from your XXXX Account dashboard are recorded either. 
( XXXX ) XXXX XXXX : Therefore, unfortunately, we will not be able to refund your payments, as our XXXX money-back guarantee applies to the initial purchase only, which has since passed. 

Nevertheless, if you are certain that our records are incorrect, perhaps you could provide a screenshot of a confirmation letter of cancelation before you were charged for the renewal? 
( XXXX ) XXXX XXXX : You can find a tutorial for taking a screenshot here : XXXX XXXX XXXX Please make sure the file is XXXX XXXX XXXX  as we are unable to open other types of formats due to security concerns. 

Afterward, you can click the " + '' icon in this chat and then click " XXXX '' to attach your screenshot. 
( XXXX ) XXXX : you XXXX XXXX XXXX XXXX XXXX XXXX XXXX : I sincerely apologize for any possible misunderstanding. In order to avoid future charges, the auto-renewal of your subscription has been canceled. You will no longer be charged unless you subscribe to our service again. 
( XXXX ) XXXX : cancel the service right now ( XXXX ) XXXX : XXXX you and your apologies ( XXXX ) XXXX XXXX : When communicating with our customer support representatives, you agree to be respectful and kind. If we feel that your behavior towards any of our customer support representatives or other employees is at any time threatening or offensive, I will be forced to terminate this session. 
( XXXX ) XXXX XXXX : The auto-renewal of your subscription has already been canceled. You will no longer be charged unless you subscribe to our service again. 
( XXXX ) XXXX XXXX : Please note that a subscription cancelation does not automatically XXXX you a refund, however, it simply deactivates the auto-renewal of your recurring payment subscription. 
( XXXX ) XXXX : send me an email ( XXXX ) XXXX XXXX : As requested, I will send you a transcript of our chat to your email address. You will receive it when this conversation is closed on both ends. 
( XXXX ) XXXX : no send the confirmation now ( XXXX ) XXXX XXXX : We do not send refund confirmation letters for manually issued cancellations. To reiterate, I have cancelled the auto-renewal of your subscription under XXXX, and you will not be charged for the subscription again, unless reordered on your end. 
( XXXX ) XXXX XXXX : This will be reflected in the sent transcript. 
( XXXX ) XXXX : you did not send confirmation email for the last cancellation either ( XXXX ) XXXX : you guys are trash ( XXXX ) XXXX : not the last you will hear from XXXX ( XXXX ) XXXX XXXX : To clarify once more, a full transcript of this conversation will be sent to the XXXX address, which will include my written confirmation of your corresponding subscription being cancelled. 
( XXXX ) XXXX XXXX : Having said that, please let me know if theres anything else I can do for you. 
( XXXX ) XXXX : yea i need a refund ( XXXX ) XXXX XXXX : A refund will not be issued in this case, as our XXXX money-back guarantee only covers your initial purchase, which has since passed. 
( XXXX ) XXXX : get a XXXX ( XXXX ) XXXX XXXX : Please note that I am just as capable to assist you as my supervisor. 
( XXXX ) XXXX XXXX : I understand that the situation is frustrating, but we can not issue a refund in this case. 
( XXXX ) XXXX : supervisor ( XXXX ) XXXX XXXX : As requested, let me redirect you to my supervisor. 
( XXXX ) XXXX XXXX : XXXX, XXXX, I am the supervisor of this shift. 
( XXXX ) XXXX : perfect go read ( XXXX ) XXXX XXXX : Give me a couple of moments to catch up with your case. 
( XXXX ) XXXX : filing a bbb complaint right now ( XXXX ) XXXX : looks like i am not the only one who has experienced your fraud ( XXXX ) XXXX : you like planet fitness ( XXXX ) XXXX XXXX : From what I can see on our database, the auto-renewal of your subscription was canceled after you were charged for the renewal. 

Therefore, unfortunately, we will not be able to refund your payment as our XXXX money-back guarantee applies to the initial purchase only. 

Nevertheless, if you are certain that our records are incorrect, perhaps you could provide a screenshot of a confirmation letter of cancelation before you were charged for the renewal? 
( XXXX ) XXXX : YOU NEVER SENT XXXX ( XXXX ) XXXX : JUST LIKE YOUR AGENT SAID HE WILL NOT SEND XXXX NOW ( XXXX ) XXXX : SCAM ( XXXX ) XXXX XXXX : Yes, it is not sent when we cancel it from our side, but if a user cancels it on his side, they always receive an email informing about a cancelation, and the previous agent did cancel it. 
( XXXX ) XXXX XXXX : Let me know if you have any other questions. 
( XXXX ) XXXX XXXX : Since no further assistance is needed, I will now disconnect. If you have any other inquiries and can't find answers to them in our Support Center : XXXX XXXX XXXX, don't hesitate to get in touch with us again.

Company response to consumer: Closed with explanation