Consumer complaint received 2025-11-20 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: LA

Complaint narrative:
To whom it may concern at the Consumer Financial Protection Bureau ( CFPB ) : I am filing a formal complaint regarding XXXX failure to process a refund for a product I attempted to return within the valid return window, despite multiple attempts, repeated assurances from XXXX customer service, and a subsequent dispute filed through my credit card issuer, Discover. 

XXXX. XXXX XXXX XXXX : XXXX, DISCOVER BANK Service : Online purchase and refund processing Order Number : # XXXX Purchase Date : XX/XX/year> Amount : {$54.00} Return Policy : XXXX return window Credit card used : Discover ending in XXXX Dispute case Number : # XXXX XXXX. Description of the Issue I purchased a small push cart from XXXX website on XX/XX/year>. After receiving the product, I found it too heavy and inconvenient to use, so I initiated an online return request in XXXX within the XXXX return policy. 

I brought the item to XXXX XXXX, California store to complete the return. However, the staff informed me that due to a system issue, they were unable to process the return and instructed me to call XXXX customer service. I called immediately, and the representative told me the issue had been reported and asked me to try returning the item again after XXXX hours. 

XXXX days later, I returned to the same store with the product. The system problem persisted, and the return could not be completed. I again contacted customer service, and this time the representative stated that I did * * not * * need to return the item and that I would receive a refund within XXXX days. However, no refund was issued. 

Over the following weeks, I made numerous phone callsapproximately XXXX callsto XXXX customer service. Each time, I was told the refund was coming soon, and that I should not worry. I visited the store XXXX to XXXX times as well. Despite these assurances, * * no refund was ever issued. * * In XXXX, after a month of trying without success, I filed a dispute with Discover Bank and submitted screenshots of XXXX customer service promising that I would receive a refund. In XXXX, Discover informed me that XXXX refused to refund the transaction, and the charge was reinstated to my account. 

XXXX. Impact on XXXX This issue has caused significant financial and personal inconvenience. I spent nearly XXXX months trying to resolve this matter, made repeated visits to the store, spent considerable time on calls with customer service, and ultimately still did not receive the refund I was repeatedly promised. The refusal from XXXX has resulted in financial loss and wasted time and energy. 

Supporting documents are available, including : * Chat screenshots of XXXX customer service promising a refund * Records of my attempts to return the item * Correspondence with Discover Bank regarding the dispute Thank you for your time and assistance. I sincerely hope CFPB can help resolve this matter, as all direct attempts with XXXX and my credit card issuer have failed. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief