Consumer complaint received 2024-05-01 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:
CASE NUMBER XXXX My card was used fraudulently by XXXX XXXX aka XXXX XXXX. She was in possession of the card, and locked me out of the online banking account, and made calls to Discover impersonating me. I WAS NOT IN POSSESSION OF THE CELL PHONE WITH THE PHONE NUMBER ASSOCIATED WITH THE ACCOUNT, DISCOVER CARD, OR ONLINE DISCOVER ACCOUNT ( WHICH I INFORMED DISCOVER OF AT MY INITIAL REPORT ). All of which I reported to Discover at the openign of my fraud case XX/XX/XXXX. I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX proof of which was provided to Discover. The suspect has committed fraud on all of my other credit cards, which have been resolved and found in my favor. The suspect made charges while vacationing, all fraudulent charges were reported to Discover once I was aware of the fraud some of which were XXXX charges, a charge f rom XXXX XXXX ( suspect 's rental/leasing company for apartment ) in the amount of {$2800.00}, XX/XX/XXXX. Discover Fraud investigations team informed me the suspect made the charge using her name and address, not my information, and I was not notified as my account had an alert set to where i would be notified if a charge was attempted over {$700.00} and I was not. Similarly, XXXX XXXX disputed the chargeback initiated by Discover stating XXXX XXXX and XXXX XXXX are the tenants in question who paid rent using my card at the address that I also provided for the suspect named above including her real and assumed names to Discover and the police, all of which is on the FTC and police reports Discover is in possession of. 
The property management company dispute my initial dispute through Discover bank providing the details of their tenants : XXXX XXXX and XXXX XXXX at : XXXX XXXX XXXX, XXXX, XXXX, NY XXXX In said documents received on XX/XX/XXXX by Discovers fraud investigation team it provided the details above for the tenants as the billing address for the card, despite the card being in my name with my billing address information. They confirmed that the card was processed with billing details the same as above and they stated that the above listed are tenants at their property on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
FURTHERMORE, DISCOVER ALREADY HAD EVIDENCE THAT THOSE INDIVIDUALS WERE TENANTS OF THE UNIT FOR WHICH THE CHARGE WAS MADE AND HAD EVIDENCE THAT THEY USED THEIR BILLING DETAILS AND NOT MINE. RECEIVED XX/XX/XXXX AND DISCOVER STILL ALLOWED THE CHARGE TO GO THROUGH DESPITE THE BILLING INFORMATION BEING INCORRECT. ( EVIDENCE RECEIVED BY FRAUD TEAM ON XX/XX/XXXX, WITH XXXX AS THE LESSEE AND XXXX AS THE LESSOR ) THEY HAVE AGREED TO REFUND THE MONEY BUT THEY STATED IN pdf XXXX, THAT THE CHARGE BACK/DISPUTE HAS TO BE REINITIATED BY MY BANK AS TOLD TO THEM BY XXXX THE PAYMENT PROCESSING PORTAL WHERE THEIR TENANT FRAUDULENTLY USED MY CARD TO PAY RENT. THEY CAN NOT JUST ISSUE REFUNDS AS REQUESTED. 
THEY ARE AWARE THE TENANT FRAUDULENTLY USED MY CARD, AS I PROVIDED PROOF OF MY OWNERSHIP OF THE CARD AND THEY HAVE AGREED TO GIVE A REFUND IF DISCOVER BANK RE-INITIATES THE DISPUTE. 

The charge referenced above ( XXXXXXXX XXXX  XX/XX/XXXX, {$2800.00} ) was authorized by discover financial services/discover credit card and I was not notified. Even though transactions should be declined when any incorrect billing information is entered associated with the card at the time of use and i had an alert set to get notified when charges are made to the account over {$700.00}. XXXX XXXX XXXX XXXX XXXX 's information and name were entered. I was not in possession of the card, did not have access to the account, and was being impersonated when the suspect called in to Discover. 

MY INITIAL CALL TO DISCOVER WAS MADE THE SAME DAY I CALLED IN TO REPORT FRAUD. I was only in XXXX XXXX XXXX, and did not make all of the charges reported to Discover because I was not in possession of the card or the account. it is stated that the XXXX address locations match the location of the alleged fraud, however as proof provided to all parties I was not present in any of these locations. I did not stay at any of these airbnbs the account used was made in my name to match the credit card, that is not my XXXX, as i have provided proof of my accounts to Discover 's fraud investigation team. I did not call in XX/XX/XXXX to confirm that a flight charge was valid, as i was not even in the country, I landed days after this call was made and still did not have access to a cell phone. i provided proof that I had to replace my cell phone and was not in the country to make this call in the first place. Valid charges were not made amidst the fraudulent charges, the mishandling of evidence associated with this case and lack of investigation prevented me from filing all charges at once. I have sent ample sensitive documentation via fax and email which discover 's fraud department stated from XX/XX/XXXX to XXXX they did not receive despite confirmation of receipt via fax and usps mail, mail was even sent via regular mail and Discover stated they could not find it or they did not receive despite confirmation on my end that it was received. Further compromising my sensitive information as I still have not been updated on where all of these physical documents have gone, XX/XX/XXXX I sent my first email with documents through XXXX XXXX ( XXXX ). He gave me his email after a month of Discover fraud department 's mishandling of documents, despite there being no issue with receipt of the police report prior to this. Similarly, it was mentioned that I was listed as a passenger for a flight that I did not take, the flights were paid for in my name with my card, however i was not present on said flights, which is why I was listed as a passenger so as not to suspect fraud. However, all of these charges are fraudulent, there is no mix of fraudulent and non-fraudulent charges. i have reported them all. Discover 's mishandling of this case and my sensitive information has removed all trust as a card holder. As i have basically had to keep in close contact with the fraud department, as they have not been timely with investigating, receiving and reporting receipt of my documents, and safeguarding my information. As well as violating the terms of the credit card agreement/contract I have signed with Discover, in relation to billing information reported with the XXXX XXXX  charge and other charges. 

In short, Discover 's fraud department is in possession of documentation received from XXXX XXXX XXXX XXXX on XX/XX/XXXX, proving I did not make these charges. A representative from Discover 's fraud department also states the charge in question XXXX XXXX {$2800.00} should have declined given the billing information entered was all the suspect 's information. You were given her assumed name and legal name XXXX XXXX XXXX XXXX XXXX reporting of the incident. Furthermore as previously stated I was not in possession of the card, account, or cell phone to access the account and make calls on my own behalf WHICH I ALSO REPORTED TO DISCOVER IN MY INITITIAL STATEMENT TO THE FRAUD DEPARTMENT WHEN I CALLED XX/XX/XXXX TO REPORT THE FRAUD. Similarly, the XXXX address information accurately reports the suspects movements, not mine. I provided proof of my travel from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The only places I traveled for work. 


Discover is in violation of the terms of the credit card agreement/contract I have signed with Discover, in relation to billing information reported with the XXXX XXXX charge and other charges. My billing information is not associated with these charges made and accounts made to make these charges for flights, XXXX 's, rent paid, and other consumer goods. None of them tie to my current accounts or current billing information, I was also not in possession of the credit card aforementioned and the account was compromised by the suspect. I am making ample attempts to settle this out of court with Discover card/discover financial services, however you are not protecting your customer and aggressively handling this issue. Similarly, i would like to file a complain against XXXX of your fraud investigation representatives as she was very unprofessional, very belittling, refused to discuss my case with me as documentation is not sent to me with findings ( everything is only discussed over the phone with representatives that answer the phone ), made broad claims about me and my character all of which is on a recorded line, then transferred me to another agent ( who ended up being very helpful ) even though i asked to be transferred to her supervisor. 

CASE NUMBER XXXX

Company response to consumer: Closed with explanation