Consumer complaint received 2025-05-31 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: FL

Complaint narrative:
On XX/XX/XXXX I bought a half-leg waxing package of 5 visits from XXXX  for the XXXX location for {$140.00} with Discover Card On XX/XX/XXXX I bought an eyebrow waxing package of 5 visits from XXXX for the XXXX location for {$60.00} with Discover Card Receipts show all the above information ( submitted to Discover Card in dispute ) These packages never expire ( shown in documents submitted to Discover Card in dispute ) I used 3 half-leg waxing visits ( 2 remaining ) and 2 eyebrow waxing visits ( 3 remaining ) ( shown in documents submitted to Discover Card in dispute ) On XX/XX/XXXX I found XXXX 's online booking site no longer accepted booking to the XXXX  location, so I emailed an inquiry to XXXX ( shown in documents submitted to Discover Card in dispute ). Never received a response to this day On XX/XX/XXXX I called XXXX and was told the XXXX location was permanently closed. Merchant refused to refund me for the unused portions of the packages, also lied about notifying customers about location closure. Merchant never sent out notification and never had a remediation procedure such as offering refund, but just expected customers to go to another location to redeem the visits I can not go to their other location that's too far out. I bought the packages specifically for the XXXX location, and wouldn't have bought anything if I would have to travel far out. By closing the XXXX location without notice and remediation, merchant changed the condition of the sales, rendered the packages irredeemable, and left customers like me at a loss On XX/XX/XXXX I filed a dispute for the 2 package transactions with Discover Card, seeking prorated refund of {$56.00} for the half-leg package ( XXXX visits irredeemable ) and {$36.00} for the eyebrow package ( XXXX visits irredeemable ). I submitted all documents I had On XX/XX/XXXX I found that Discover Card decided against my dispute. I called and was told that I needed to have a statement from the merchant saying the merchant would refund me, such as a terms and conditions policy. I argued that merchant refused to refund me, which was the reason for the dispute ; and merchant did not have any terms and conditions policy, except a refund policy saying simply " Once opened and used item is non refundable '' at the point of sale on the booking platform My packages have irredeemable visits due to merchant location closure ( merchant unilaterally changed the condition of the sale ), the refund policy is not applicable to my dispute I explained my case to the Discover Card agent, but she insisted on the terms and conditions documentation and offered no recourse By using terms and conditions documentation as a blocker to helping consumers get their money back, Discover Card incentivizes merchants not to provide it so that they can escape accountability when issues arise, as most small businesses provide no terms and conditions statement for sales I have been a Discover Card customer for 30 years ( also have a Discover savings account for many years ), and very rarely have disputes. And this one time I have this dispute, Discover 's unfair handling is horrendous, which echos the general internet consensus that Discover 's customer service has significantly gone downhill in recent years, including its reputation of being bad with dispute and often siding with merchants

Company response to consumer: Closed with explanation