Consumer complaint received 2025-01-14 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: GA

Complaint narrative:
**Subject : ** Formal Complaint to the Consumer Financial Protection Bureau Regarding Discover Bank 's Inadequate Investigation of Fraudulent Transactions Dear Consumer Financial Protection Bureau , This submission represents my second formal complaint concerning Discover Bank 's deficient handling of disputes related to unauthorized transactions on my account. Despite my provision of extensive evidence, including documentation of my incarceration from XX/XX/XXXX to XX/XX/XXXX and verified proof of identity theft, Discover Bank has failed to conduct a rigorous investigation or furnish an adequate resolution. 

# # # **Issue Background** 1. **Incarceration and Unauthorized Transactions : ** - My personal accounts and credit cards with Discover Bank were compromised during my incarceration.

- Upon my release, I encountered unauthorized transactions and instances of financial mismanagement.

2. **Prompt Reporting : ** - Fraudulent activity was reported immediately upon discovery.

- I submitted incontrovertible evidence of my incarceration, substantiating that I could not have authorized or executed these transactions.

# # # **Details Requested and Legal Obligations** To hold Discover Bank accountable and validate the findings of their investigation, I formally requested the following information : # # # # **1. Comprehensive Investigation Process Details** - **Actions Undertaken : ** A meticulous outline of Discover Banks investigative procedures, including communication with relevant entities and assessment of the evidence provided. 
- XXXXnvestigation Timeline : ** Precise dates marking the receipt, investigation, and closure of my dispute.

# # # # **2. Supporting Documentation** - **Third-Party Reports : ** Copies of communications from creditors or other involved sources.

- **Acknowledgment of Submissions : ** Confirmation of receipt and consideration of my supporting documents.

# # # # **3. Investigation Findings and Results** - **Resolution Status : ** A detailed account of whether disputed transactions were rectified or verified. 
- **Rejection Rationale : ** A clear and substantiated justification if the dispute was denied. 
- **Updated Credit Report : ** Documentation reflecting necessary adjustments to ensure accuracy. 

# # # # **4. Verification of Information Accuracy** - **Proof of Verification : ** Evidence supporting the accuracy of the disputed items.

- **Communication Documentation : ** Records of communications between Discover Bank and creditors.

# # # # **5. Investigation Records and Internal Notes** - **Investigation Documentation : ** Internal records and notes maintained during the dispute resolution process. 
- **Criteria for Automated Systems : ** Explanation of automated tools and criteria employed.

# # # # **6. Clarification on Inconclusive Results** - **Justification for Ambiguity : ** Clear rationale for any inconclusive findings.

- **Future Action Plans : ** Steps for further investigation or additional evidence requirements.

# # # # **7. Adherence to Federal Regulations** - **FCRA Compliance Documentation : ** Assurance that Discover Bank complied with all legal mandates. 
- **Notification Obligations : ** Confirmation that resolution notifications were issued within regulatory timeframes. 

# # # # **8. Reinvestigation and Escalation Procedures** - **Renewed Investigation : ** A comprehensive review incorporating overlooked or undervalued evidence.

- **Escalation Protocol : ** Referral of the dispute to higher authorities within the institution for reassessment.

# # # **Impact and Harm** Discover Bank 's noncompliance with the Fair Credit Reporting Act ( FCRA ) and the Fair Credit Billing Act ( FCBA ) has resulted in significant harm, including : - Substantial damage to my credit rating. 
- Inhibited access to necessary financial services. 
- Unwarranted emotional and financial strain.

# # # **Proposed Resolutions** 1. **Rigorous Investigation : ** A thorough reassessment by Discover Bank , ensuring full adherence to federal laws.

2. **Correction of Records : ** Immediate removal of fraudulent transactions and accurate restoration of account and credit information.

3. **Institutional Accountability : ** Transparent documentation of corrective measures and procedural improvements.

I respectfully request the CFPB to intervene decisively, ensuring Discover Bank fulfills its obligations and safeguards consumer rights. 

Thank you for your prompt attention to this matter.

Company response to consumer: Closed with explanation