Consumer complaint received 2026-01-21 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: VA

Complaint narrative:
I am submitting this complaint against Discover Bank for its refusal to protect me as a consumer and cardholder, in violation of the consumer protection principles enforced by the Consumer Financial Protection Bureau ( CFPB ) and the Fair Credit Billing Act ( XXXX ). 

I have been a Discover credit card customer for over sixteen ( XXXX ) years, with a flawless payment history and no prior disputes. Despite this long-standing relationship and my clear eligibility for chargeback protection, Discover refused to assist me and improperly sided with a foreign merchant for a charge related to a service that was never rendered and could not legally be used. 

Transaction Details : Merchant : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Booked via : XXXX Reservation Number : XXXX PIN : XXXX Stay Dates : XX/XX/year> XX/XX/year> Amount Charged : USD {$950.00} Payment Method : Discover Credit Card Extraordinary and Unavoidable Circumstances : Shortly before my scheduled travel, sudden and unforeseen changes to XXXX residency and entry laws made it legally impossible for me to enter the XXXX XXXX XXXX. These government-imposed changes required travellers to transit through a second country before being allowed entry into the XXXX, which I could not legally or practically comply with at that time. 

I want to be absolutely clear : This was not a voluntary cancellation. 
I was denied lawful entry due to a government regulation imposed after the reservation was made, an extraordinary circumstance entirely outside of my control. 

Merchant Refusal and Failure to Render Service : More than XXXX hours before the scheduled check-in, while still at the XXXX I : Contacted the XXXX  multiple times. 
Contacted XXXX multiple times. 
Clearly explained that I was legally barred from entering the XXXX. 
Requested cancellation due to government restrictions. 

Despite this, the XXXX XXXXXXXX on duty : Refused to cancel the reservation Refused to escalate the issue Refused to connect me with his supervisor As a result, I was charged {$950.00} for a XXXX stay I never accessed, never used, and could not legally use. 

Discovers Failure to Protect the Cardholder : I promptly contacted Discovers dispute department and provided a clear explanation of the circumstances. Despite the facts : Discover refused to assist me Discover denied the dispute Discover sided with a foreign merchant that failed to render services Discover ignored the legal impossibility of performance due to government action This decision contradicts the protections guaranteed under the Fair Credit Billing Act, which provides consumers the right to dispute charges for services not rendered. 

Discovers actions demonstrate a failure to : XXXX a fair and reasonable investigation. 
Protect a long-standing U.S. consumer XXXX 
Apply chargeback protections appropriately. 
Consider government-imposed legal barriers. 

I believe Discover Bank has engaged in unfair and unreasonable dispute handling practices, including : Failure to protect consumers from charges for services not rendered. 
Improper reliance on merchant policies over U.S. consumer protection law. 
Denial of legitimate disputes involving extraordinary circumstances. 
Favoring a foreign vendor over a U.S. cardholder without proper investigation. 

Requested Resolution : I respectfully request that the CFPB require Discover Bank to : XXXX. Reverse the {$950.00} charge in full XXXX. Correct its dispute determination XXXX. Ensure compliance with XXXX and CFPB consumer protection standards XXXX Review its dispute handling procedures for international transactions involving legal impossibility. 

This charge should never have been upheld. I paid for a service that was never delivered, due to the XXXX government-imposed legal restrictions, and discover failed to provide the protection it advertises and is legally required to offer.

Company response to consumer: Closed with explanation