Consumer complaint received 2025-06-25 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: MN

Complaint narrative:
I started my dispute with discover on XX/XX/XXXX for the amount of {$200.00} from a purchase made through XXXX from a third party seller ( I did not know it was a third party seller at the time I thought I was buying from XXXX. ) I had made the purchase on XX/XX/XXXX. Allegedly, it was delivered on XX/XX/XXXX. The delivery photo shown was a zoomed in picture of a package on concrete. The picture does NOT meet XXXX guidelines for picture proof. I had called XXXX same day and continuously until XXXX support themselves told me to initiate a chargeback with my bank. I had called XXXX jumping through their hoops XXXX  times ranging from XXXX XXXX a call to an XXXX and XXXXXXXX XXXX per call. The dates of these calls were XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX. They had me wait for multiped weeks between some calls to let the process happen. I have an email showing a refund would happen pending the return of the item but on XXXX of the calls made on consecutive days, I was told on the first call that I would NOT have to return the item ( I did not have it ) and that the email confirmation was on the way. The email said pending return of item so I called back and the support person said that it was just shown this way to get me my refund and that I would still receive said refund and to wait XXXX business days. Eventually XXXX said to initiate a chargeback with my bank. 

Before doing that, I reached out to the third party seller I apparently bought my item from. I reached out to them through email myself on XX/XX/XXXX. No response. XXXX reached out to them on my behalf several times and I only received robot automated message. I reached out to them by phone multiple times the first being on XX/XX/XXXX and could not speak to anyone regarding my issue, only a front desk type individual who could only put in the same request I made through their email channels. Again, I only received an automated bot response with no bearing on my issue. 

These XXXX avenues fully exhausted, I initiated a chargeback through my bank, Discover through phone. on the same day, XX/XX/XXXX. I had provided them all the information I had to prove I didn't get my item. All the phone logs from XXXX support, my attempts to reach the third party merchant through phone and email, the " delivery photo confirmation '' that DOES NOT meet XXXX guidelines for delivery as it does not show any identifiable information of the house like the house number, cars in driveway ( I only park in the driveway, ) or even the front door. It is just a zoomed picture of a package on concrete. I had next contacted discover support on XX/XX/XXXX as I saw on the online status page that the investigation was ongoing but they had also sided with the merchant at the same time. I contacted them and was told to appeal the decision, which I did. Called XXXXXXXX more on XX/XX/XXXX and the XXXX to no avail on my appeal. I then called Discover XXXX offices, their highest level of support on XX/XX/XXXX. I took a week before calling them because at this point I was extremely fatigued on this issue, being bounced around between these XXXX entities. I made my case to them and the first woman I talked to, and everybody else I talked to, seemed extremely understanding and agreed with my issue and could easily see the problem ( with the delivery photo. ) I sent her all the information again through email and over the phone and she said she would do her best and she thought I would get refunded. I did not. I called back again to see if I could get escalated AGAIN today, XX/XX/XXXX, but apparently the decision makers are not able to be contacted through phone and it was made clear to me their decision would not change. XXXX and Discover want to bounce me back and force between each other and the third party merchant XXXX ( who I could never contact a real person, ) each claiming they had no power to help me. I pointed out to the Discover rep that it is their policy, listed clearly in their terms on their website, that a chargeback can be initiated if the item was paid for but never received or the item that was paid for wasn't delivered as agreed. Apparently that means nothing according to discover. Discover kept repeating over and over on the last call that the only thing that would help me was more proof I didn't get my item. I gave them all I had that was sufficient to me and seemingly to every support agent I spoke to. Apparently that was not the case. I had no more proof because how do I prove I didn't receive something? How do I prove it anymore that I already had? That is a logical fallacy these companies are hiding behind to seemingly avoid helping me. How impossible it is for an individual such as myself to prove a negative. Now here I am out XXXX dollars hoping this will help me. Thank you for reading.

Company response to consumer: Closed with explanation