Consumer complaint received 2024-12-10 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: MI

Complaint narrative:
Dear Sir/Madam, refused to fulfill his obligations.

I am writing to express my profound disappointment regarding the decision made by Discover Bank concerning my dispute. My husband and I made an unfortunate choice to engage in business with an individual via social media who offered us a " Done For You '' ( DFY ) service. This individual was supposed to establish a company in my husband 's name, manage advertising for us, and provide us with monthly payments. We paid him {$25000.00} for these services, commencing on XX/XX/year>, with the first payment expected on XX/XX/year>. However, we did not receive the payment. Upon contacting the merchant, he a dispute, as it was still within the time frame to do so. On XX/XX/year>, I filed a dispute with Discover Bank and XXXX XXXX, as we had made payments using both credit cards.

Upon checking my According to our contract, we are entitled to a full refund if the service is not provided. Consequently, we requested the cancellation of the service, but the merchant has not responded. When we did not receive any reply, we contacted our bank to initiate Discover credit card app in XX/XX/XXXX, I discovered that they had ruled in favor of the merchant without notifying me. When I inquired about the reasoning behind this decision, Discover informed me that the merchant had provided proof. I requested to see this proof, and they stated that they would send a copy via mail, which I have yet to receive. When I asked why they could not email it to me, they claimed it was confidential. After a few days, I called again for the proof, and they finally emailed me a copy of the merchant 's documentation, which turned out to be a fake receipt and did not substantiate that the merchant had provided any service. The same receipt was submitted to XXXX XXXX. 

XXXX XXXX  contacted me the following day regarding the receipt and allowed us the opportunity to contest the decision until the very end, ultimately resulting in a favorable outcome for us. XXXX demonstrated genuine concern for their customers, whereas Discover provided exceptionally irresponsible service. I submitted the contract, as well as screenshots of messages exchanged between my husband and the merchant, via fax and uploaded them to their website, but received no response until I followed up for updates. They then placed me in a new situation, requesting proof that the merchant did not issue a refund. I find it unreasonable to provide such proof. Each time I call or chat with the bank, I encounter a different supervisor who presents a new narrative and varying circumstances. I have recorded all calls and saved all messages.

I have filed a fraud complaint against the merchant with the FTC and sent a copy to Discover Bank ; however,
they seem indifferent to this matter and continue to favor the merchant. At this point, I am uncertain where to seek justice and recover my funds. I have submitted a complaint to the Michigan Department of Insurance and Financial Services, who advised me to contact the Consumer Financial Protection Bureau ( CFPB ).

I am now reaching out to you for assistance in resolving this issue. I understand that this process may take time, but I wish to prevent others from experiencing similar situations. I can no longer trust Discover Bank, and my only hope lies with the Consumer Financial Protection Bureau.

Company response to consumer: Closed with explanation