Consumer complaint received 2024-10-17 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: MD

Complaint narrative:
Subject : Formal Response to Discover Cards Reply to CFPB Complaint To Whom It May Concern, I am writing in response to Discover Cards recent correspondence regarding the dispute case with XXXX XXXX, as referred to the Consumer Financial Protection Bureau XXXX CFPB ). I must reiterate my continued dissatisfaction with how this dispute has been handled by Discover Card and my rejection of Discovers fraudulent claim that it has not mishandled this dispute case. Below is my formal complaint, highlighting Discover 's failure to accurately address the core issues of the dispute and its fraudulent claim that documentation showing proof of return had not been provided.

From the beginning, the dispute is about : 1. The merchant failed to ship all ordered items.

2. All received items have been returned to the merchant.

3. The UPS tracking information and proof of delivery for the returned items was provided at the time of the dispute filing on XX/XX/year>. 

XXXX. The full refund for the amount of {$140.00} charged by the merchant is due before the first billing statement in XX/XX/year>. 

XXXX. The merchant failed to issue the full refund as requested, which is the very reason for the dispute. 

6. Discover Cards claim in its letter dated XX/XX/year>, that we have found the dispute in the merchants favor because you have not provided documentation showing proof that you have returned the merchandise is false and absurd, completely contrary to the material facts provided for the dispute. 

Discover Card has consistently failed to handle this dispute properly. Rather than investigating the missing refund for the returned items, Discover fraudulently claimed, through its staff including XXXX from the Executive Office of Customer Care, that a partial refund from the merchant for items they failed to ship justified closing the dispute investigation. This completely ignores the fact that the dispute was about the merchant 's failure to issue a refund for both the items not shipped and the returned items received by the merchant on XX/XX/XXXX and XXXX, XXXX, as shown by the UPS proof of delivery. 

It is crucial to highlight that Discover Card has failed to provide any material facts or information it claimed to have received from the merchant to justify its decision in the merchants favor. In fact, agents, including XXXX, have failed to understand the basic fact that the returned items had already been received by the merchant in XX/XX/year>. This has been consistently communicated to Discover, including in my communication on XX/XX/year>. XXXX 's colleague XXXX from the Executive Office had promised to explain that the returned items were delivered to the merchant, and UPS indicated they were left at the loading dock of the return address. XXXX confirmed that XXXX previous claims that documentation showing proof of return was not provided are contrary to the material facts presented since the dispute was filed on XX/XX/year>. 

In summary, the ignorance of the material facts by Discover Card, through its agents, including XXXX from its executive office, and the mishandling of this dispute, does not justify its misconduct. Nor does it allow for the fraudulent reporting of misinformation regarding my credit card account payment history, which contradicts my 100 % on-time full payment history for every single XXXX of my XXXX credit card accounts over the past XXXX years. 

Moreover, evidence demonstrates that Discover Card took more than XXXX months to resolve this dispute, while it is legally required to do so within 90 days under 15 U.S. Code 1666, specifically 1666 ( a ) ( 1 ) and 1666 ( b ). Consequently, Discover has no legal right to collect or report the disputed amount of {$140.00} or any associated fees due to its failure to resolve this dispute in a timely manner. 

I demand an immediate correction by Discover Card for this repeated failure in handling my dispute.

Company response to consumer: Closed with explanation