Consumer complaint received 2026-02-19 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: WI

Complaint narrative:
Company : Discover Bank Product : Credit card Issue : Credit card company isn't resolving a dispute about a purchase Date of incident : XX/XX/year> Account number ( last 4 digits ) : XXXX ________________________________________ Incident : I filed a dispute with Discover Bank for a transaction with XXXX ( Order # XXXX ) totaling {$590.00}. I canceled this order on the same day it was placed - within 7 hours of order confirmation - before any work began or products shipped. Despite providing clear documentation of the cancellation, Discover closed their investigation accepting only a partial merchant refund of {$460.00}, leaving me {$120.00} short of the full amount owed. Timeline : XX/XX/year>, XXXX XXXX : Order # XXXX confirmed by XXXX for {$590.00} ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) - Business was closed. XX/XX/year>, XXXX XXXX : I emailed XXXX requesting cancellation : " Disregard this order. Please cancel it. '' ( same day, only 7 hours after order confirmation ) -Business was closed. XX/XX/year>, XXXXXXXX XXXX : I sent follow-up email confirming cancellation before placing corrected order XX/XX/year> : Merchant issued partial refund of only {$460.00} ( not the full {$590.00} ) Late XXXX XX/XX/year> : I filed dispute with Discover providing complete documentation XX/XX/year> : Discover closed case ( Case # XXXX ) accepting the inadequate partial refund Documentation Provided to Discover : XXXX. Order confirmation email showing {$590.00} total charge XXXX. My cancellation email sent same day at XXXX XXXX ( 7 hours after order ) 3. My follow-up email on XX/XX/XXXX confirming cancellation 4. Timeline showing order was canceled before any assembly or shipment began ________________________________________ Legal Violations : XXXX XXXX refusal to provide a full refund violates multiple consumer protection laws, and Discover 's acceptance of this partial refund represents a failure of their legal obligations : Federal - FTC Mail/Internet Order Merchandise Rule ( 16 CFR Part 435 ) : This rule requires merchants to provide full refunds when orders are canceled before shipment. Specifically, when a customer cancels before shipment, the merchant must provide a full refund within 7 business days ( or one billing cycle for credit card charges ). Since I canceled within 7 hours of ordering - before any assembly or shipment- I am entitled to a complete refund of {$590.00} under federal law. Federal - Fair Credit Billing Act ( 15 U.S.C. 1666 ) : This Act requires credit card issuers to conduct reasonable investigations of billing disputes and properly investigate consumer complaints about charges for goods not accepted or not delivered as agreed. Discover violated this obligation by accepting a partial refund without adequately investigating that my order was canceled the same day before any fulfillment occurred. XXXX XXXX XXXX Deceptive and Unfair Trade Practices Act ( Fla. Stat. 501.204 ) : XXXX operates in XXXX and is subject to FDUTPA, which prohibits unfair or deceptive acts in commerce. Retaining {$120.00} for an order canceled the same day before any work was performed constitutes an unfair practice and unjust enrichment under XXXX law. XXXX XXXX XXXX Deceptive Trade Practices Act ( Wis. Stat. 100.18 ) and Wisconsin Consumer Act ( Wis. Stat. 427.104 ) : As a XXXX consumer, I am protected by Wisconsin law from unfair business practices by out-of-state merchants. XXXX law requires merchants to refund payments when goods or services are not delivered. XXXX 's failure to provide a full refund violates my rights as a XXXX consumer. Common Law - Unjust Enrichment : XXXX received {$590.00} but provided zero goods or services. The order confirmation stated they were " getting it ready for creation '' - meaning no work had begun. Retaining {$120.00} for work never performed constitutes unjust enrichment. ________________________________________ The Problem : Discover 's investigation was grossly inadequate and failed to meet their obligations under the Fair Credit Billing Act. The order was canceled the same day - within 7 hours - before any work was performed or products shipped. This should have resulted in a full refund of {$590.00}, not a partial refund of {$460.00}. Discover 's resolution letter ( dated XX/XX/year>, Case # XXXX ) states : " The merchant has issued refund ( s ) totaling {$460.00} as of XX/XX/year> '' and notes that merchants may " not refund shipping and handling charges or may impose a restocking fee on returned goods. '' This logic is fundamentally flawed and doesn't apply to my situation because : 1. Nothing was shipped - I canceled 7 hours after ordering, same day 2. Nothing was assembled - The order confirmation explicitly states " we're getting it ready for creation. We will notify you when the assembly starts. '' No assembly notification was ever sent because I canceled before work began 3. No restocking applies - No product should have been created, manufactured, or returned 4. I never received any product or service- Zero value was delivered to me 5. Same-day cancellation - This was not a return of delivered goods ; this was a cancellation before fulfillment The merchant has no legitimate basis to retain {$120.00}. They performed no work, shipped nothing, and incurred no costs specific to my order beyond standard business overhead because both cancelations arrived simultaneously with the order. Discover 's Failure to Investigate : Despite my providing clear, time-stamped documentation proving same-day cancellation, Discover failed to : Question why a partial refund was appropriate for an unfulfilled order Request merchant documentation showing what work was performed or costs incurred Apply the FTC Mail Order Rule requiring full refunds for pre-shipment cancellations Recognize that " restocking fees '' and " shipping/handling '' retention only apply to returned goods, not canceled orders Protect my rights as a consumer under federal law This represents a systematic failure of Discover 's dispute resolution obligations under the Fair Credit Billing Act. ________________________________________ Request : 1. Immediate credit of {$120.00} to my Discover account ending in XXXX 2. Reopening of Case # XXXX with proper investigation applying the FTC Mail Order Rule 3. Explanation of why Discover accepted a partial refund when federal law and my documentation clearly showed entitlement to full refund 4. Assurance that Discover will properly train dispute investigators to recognize same-day cancellations vs. product returns ________________________________________ Fair resolution : Full credit of {$120.00} to my Discover account ( ending in XXXX ) for the remaining balance owed Acknowledgment that Discover failed to adequately investigate this dispute Confirmation that same-day cancellations before fulfillment should result in full refunds under the FTC Mail Order Rule Assurance of improved dispute resolution procedures I have been a responsible Discover cardholder for many years and provided complete documentation. Discover failed to adequately investigate my dispute and wrongly closed the case despite clear evidence - both documentary and legal - that I am owed the full amount. Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation