Consumer complaint received 2025-04-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: DISCOVER BANK
State: NY

Complaint narrative:
On XX/XX/XXXX, an unauthorized fraudulent transaction of {$200.00} appeared on my Discover account. The transaction took place at XXXX XXXX XXXX XXXX XXXX, XXXX, NY ; a merchant I have no association with and from whom I have never authorized any purchases. I received the statement in the mail, and immediately took action. I called Discover 's customer service, explained the situation, and the representative I spoke with assured me that the dispute was handled - they removed the fraudulent balance, sent me a replacement card, and I believed the matter was resolved. However, without warning, Discover withdrew the {$100.00} promotional bonus ( earned legitimately through a referral incentive program ) from my account on XX/XX/XXXX, and applied it toward the fraudulent balance without my consent. They left a remaining balance of {$100.00} still on the account. On XX/XX/XXXX, I received a shocking letter from Discover stating that " Upon reviewing the facts of this case, it has been determined that no fraud occurred, '' and that I would be responsible for the full balance. I called again for clarification, but the representatives were extremely dismissive and offered no genuine help or explanation, simply reiterating the same verdict. After firmly standing my ground, I was told a reassertion would be initiated. On XX/XX/XXXX, I received another letter from Discover repeating the same conclusion : " Your dispute was previously investigated and resolved, '' and stating they would report the balance as " disputed '' to credit bureaus ( XXXX XXXX XXXX XXXX ). No explanation was provided on what evidence they used to determine " no fraud, '' despite my repeated requests of what proof they acquired to reach this decision. I called again asking what " additional information '' they expected me to provide, something unreasonable, since victims of fraud rarely have details about unauthorized transactions made by criminals. I also asked for a copy of all documents Discover relied on to deny my claim. I requested to speak to a supervisor and was told they were unavailable. I have been disputing this fraudulent charge continuously for XXXX months ( XX/XX/XXXX to XX/XX/XXXX ). Discovers handling of this case has been irresponsible, dismissive, and harmful. I now feel forced to escalate this issue to regulatory authorities because of their consistent failure to properly investigate the fraud, their inappropriate application of my promotional funds, and their threat to damage my credit report for a transaction I had no part in. Now, I am expected to pay on the XXXX of XXXX, which under no circumstances will I pay for something I never purchased. I am, in fact, not responsible for this balance as discover claims. I respectfully request the CFPBs assistance ( as I exercised what seems like all other options ) in investigating Discovers conduct and to have this fraudulent charge removed from my account as immediately as possible. Thank you.

Company response to consumer: Closed with explanation