Consumer complaint received 2024-12-09 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 am writing to formally file a complaint against Discover Bank regarding their handling of disputes related to fraudulent charges on my account, as well as their failure to adequately address the extenuating circumstances surrounding the issues Ive faced. I have made numerous attempts to resolve these matters, but Discover has shown little consideration for the complexities of the situation and has failed to take appropriate action. 

Here is a detailed summary of the issues : Fraudulent Charges and Invoices : My account was charged for items and services that were fraudulent. The charges were for products related to a new construction project, but these products and invoices were not processed transparently. My interior designer withheld the original invoices, preventing me from proceeding with an investigation into the legitimacy of these charges. I have been unable to properly challenge or address these charges due to lack of access to necessary documentation. 
Lack of Inspection and Handling of Goods : The products I ordered were sent to a third-party receiver, but the items were not inspected before being shipped to me. The third party failed to properly assess the condition or suitability of the products. After months of waiting, I was informed that several of the items could not be installed because they were either incorrectly scaled or did not meet the specifications we had originally selected. For example, the sofa that was delivered did not match our selection, and the wrong cushions were sent. 
Inadequate Customer Service and Response : Despite my efforts to resolve these issues, Discover Bank has been dismissive and unresponsive to the extenuating circumstances. Their customer service representatives have insisted that the charges can not be disputed due to their 60-day policy. However, this timeframe is unreasonable and does not account for the fact that my interior designer was responsible for having the products shipped to us, and the shipment was not properly handled or inspected in the first place. In this case, the circumstances clearly fall outside of typical scenarios where their policy would apply. 
Ongoing Nightmare and Financial Impact : As a result of these issues, I have been forced to pay for products that are not usable, not to mention the financial strain caused by fraudulent charges and the failure of Discover to intervene appropriately. This has been a months-long nightmare, causing significant inconvenience and distress. 
I believe Discover Bank has failed to act in good faith by disregarding the unique nature of this dispute and has not provided adequate assistance in resolving the issues or addressing the fraud. I have done everything within my power to resolve the matter, including trying to obtain the correct invoices, following up with the third-party receiver, and communicating clearly with Discover Bank , but to no avail. 

I respectfully ask the Consumer Financial Protection Bureau to investigate this matter and help ensure that Discover Bank addresses the dispute fairly and in accordance with consumer protection laws. 

Thank you for your time and consideration. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation