Consumer complaint received 2025-10-13 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: NJ

Complaint narrative:
Between XX/XX/XXXX and XX/XX/year>, XXXX XXXX orders totaling {$3100.00} were charged to my Discover card, but I never received the merchandise. XXXX tracking claimed the packages were left at front door or porch, yet I live in a seven-building apartment complex with no porch and separate A- and B-side entrances. The few delivery photos provided by XXXX show packages dropped at other buildingsincluding the A-side of my buildingwhile I reside on side B. None of these high-value items required or obtained signature confirmation. 
I immediately reported the missing deliveries and escalated to XXXX XXXX XXXX XXXX ( emails to XXXX, XXXX, etc. ). During an XX/XX/year> phone callwhich I recorded and can provide to XXXX XXXX representative confirmed that I would receive a refund, then rescinded it hours later, claiming that their GPS coordinates merely showed the packages in the apartment complex area. Those coordinates do not prove delivery to my door ; they only confirm that the driver was somewhere within the multi-building property. 
Amazons so-called evidence consists of incorrect photos of deliveries made to other entrances, GPS data covering the complex rather than my address, and my unrelated order history showing successful deliveries at this address in prior weeks. That history does not prove I received the disputed itemsif anything, it highlights a systemic pattern of misdelivery and mishandling. 
In XXXX of my calls, an XXXX representative explicitly asked me to file a police report claiming the packages were stolen. I refused, because that would constitute a false report. The items were not stolenthey were misdelivered due to XXXX internal logistics failures. I made it clear that I will not falsify a police record to help a merchant avoid accountability for its own delivery errors. 
Despite providing photographs, a recording summary, and a detailed written timeline, Discover Bank denied all XXXX disputes and stated that no further appeals are available. Discover accepted XXXX flawed proofphotos of the wrong building, GPS coordinates covering an entire complex, and delivery history unrelated to these transactionswhile ignoring my clear evidence of non-receipt. When I offered my call recording confirming Amazons initial refund approval and subsequent reversal, Discover replied that they do not accept audio or video evidence. This arbitrary limitation prevented the inclusion of direct proof of XXXX admissions. 
There is no valid proof that I received these items : no signature, no photo at my door, and no GPS pin to my specific apartment unit. Discovers reliance on vague merchant data and refusal to review key evidence falls far short of the reasonable, good-faith investigation required under Regulation Z ( XXXX C.F.R. XXXX ) and the Fair Credit Billing Act ( 15 U.S.C. 1666 ). Coordinates near the property and past successful deliveries do not satisfy the legal definition of proof of delivery. 
I am requesting that the CFPB compel Discover Bank to reopen and reinvestigate these disputes, require verifiable proof of delivery to my exact address, and refund all charges for goods never received. The attached documentationincluding photos showing the wrong drop-off points, my escalation emails, and a summary of the recorded calldemonstrates that both XXXX and Discover mishandled this matter and failed to uphold their consumer protection obligations.

Company response to consumer: Closed with explanation