Consumer complaint received 2024-08-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: DISCOVER BANK
State: IN

Complaint narrative:
Dispute Timeline Order- XXXX Amount {$3300.00} Discover ( Dispute # XXXX ) Ordered Product from XXXX XXXX XX/XX/XXXX ) ( Items come from over seas which is why dispute was so far from purchase ) Received Product Damaged ( XX/XX/XXXX ) Attempted to work with seller. Seller requested MORE money to fix situation. ( XXXX ) Escalated problem to XXXX where buyer won Arbitration and was due refund. ( XX/XX/XXXX ) I reach out to Discover to ask for help with dispute due to order being overseas. ( XX/XX/XXXX ) XXXX Cancels refund claiming my order is in CHARGEBACK. ( XX/XX/XXXX ) XXXX gives endless new and changing reasons to not refund money. ( XXXX ) Discover closed investigation in 3 days with NO documentation from my side. ( XX/XX/XXXX ) Discover claims they need in writing that I won Arbitration and that I am DUE a refund in order to continue with dispute. ( All phone calls XXXX ) I provide writing that states I am due a refund. ( Just did not state the dollar amount ) I provide the fact I won arbitration. 
I provide pictures of damaged products. 
I provide proof I have worked tirelessly with seller and company to try and fix the situation. 
I provide XXXX company policy in which I am due to have refund. 
( Customer protection is supposed to cover buyers for a time period after purchase. This includes shipping damages. ) Discover now has proof and is telling me they still will not help. 
Filing disputes with a bank is to have them work with the seller on the clients behalf. That is NOT what Discover has done. They closed my investigation immediately and told me to pursue a refund. When I turned in documents they claimed they needed to see, Discover still chose not to help. I was told to contact the Attorney General if I had a problem with it. 

XXXX EXCUSES XXXX Claims refund was canceled due to order being placed into CHARGEBACK ( Discover only offers a temporary credit they do not do Chargeback ) XXXX says I need to wait and see what Discover says Ifwin. ( My bank is telling me they wont help and that I am at mercy of the company ) XXXX Claims they canceled the refund due to me not responding. ( Although I have months of messages begging for assistance and being told they won help because the order is in chargeback. ) XXXX says I am out of client protection period. ( Of course NOW it is. I have spent months trying to get help and they refuse. ) XXXX says I need to contact shipping company and file a claim, they do not handle that. ( I have in writing that customer shipping damages are protected under XXXX XXXX thru XXXX. I also inform them the seller did not properly package items which is why they broke. I sent pictures. ) XXXX again says I need to wait for Discover decision. 
XXXX states that NOW the reason they wont help is because I agreed to replacement parts with seller and they had been shipped. ( That was not true. I have sent them pictures. I asked seller if replacements were possible to see if I could try and fix issues. SELLER asked for even MORE money from me. That is why I sent my issue to an arbitration. ) XXXX is now stating I never won Arbitration in the first place. ( After I have in writing that I won Arbitration, after confirming they would work to retrieve the refund from winning the arbitration, after claiming the refund was canceled due to chargeback. ) Why would so many things be in my favor for refund and I have everything in writing and NOW I AM BEING TOLD I NEVER WON? 

Proactive I have worked endless angles trying rectify this situation. I even attempted to pay more within the protection of my own country. 
This situation has gotten completely out of control. I have done all of the right things. I am receiving no support from Discover and will be closing my account with them once this is fixed. When I am asked to turn in documents and I provide them. Then I am told it doesnt matter. 
Each side is telling me it is the other persons responsibility MEANWHILE, I am stuck making payments and accumulating interest. 
This directly defies XXXX refund/ Protection policy. Which I have provided pictures. 
Discover just does not wish to deal with the dispute and has left me alone. 

Contacted seller as soon as this happened tried to work a solution Contacted XXXX for Arbitration Contacted Discover for help. 
I drove to another state to purchase the only basins we have access to in the USA. I attempted to find a fit and nothing worked. 
I paid an electrician to fix one of the chairs but the dishes are still broken. 
Contacted my insurance company to see if I could file a claim. ( they require proof products broke in the USA. ) The seller also did not safely package items. Which is why they are broken. Insurance would not cover items not shipped properly protected. 
I am now trying to contact CFPB.

Company response to consumer: Closed with explanation