Consumer complaint received 2025-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: DISCOVER BANK
State: CA

Complaint narrative:
Complaint Regarding the Unprofessional Handling of Case # XXXX by Discover Card I am writing to formally complain about the unprofessional handling of my case by Discover Card employees. The staff has demonstrated a clear lack of responsibility, disregarded the facts, arbitrarily enforced disputes with double standards, and shown a lack of knowledge and common sense in handling these cases. 

In particular, I spoke with an employee from the dispute team who had a foreign ( XXXX ) accent and appeared to lack an understanding of American culture, specifically the concept of factualism. This individual seemed more concerned with protecting their own image than addressing the mistake they had made. As a result, I feel compelled to escalate this issue. 

We have two very similar, nearly identical disputed cases involving the purchase of the same XXXX XXXX battery, for which we received the wrong product. Instead of the battery, we received an adapter and charger. We provided similar documents and photos for both disputes with Discover Card, as we did not receive the products we paid for. 

Case # XXXX : We purchased a XXXX XXXX battery on XXXX but received a battery adapter in the mail. We disputed this transaction over the phone, speaking with a local representative and providing comparative product photos ( see screenshot with case # XXXX XXXX  ). After a detailed explanation, the dispute was resolved in our favor, and the amount was credited back to our account on XX/XX/XXXX ( see screenshot # XXXX ). 

Case # XXXX : Similarly, we purchased the same battery on XXXX and received a battery charger instead. We disputed this transaction in the same manner, submitting photos and detailed explanations ( see screenshot with case # XXXX ). However, this time, the dispute was resolved in favor of the seller, and the charge was reposted to my account on XX/XX/XXXX. The Discover Card employee handling the case refused to acknowledge their mistake and claimed that the evidence we provided was " insufficient to continue the dispute '' ( see screenshots # XXXX & # XXXX ). This dismissal of the facts is unjust and unfair. 

We resubmitted the dispute with updated documents, but on XX/XX/XXXX, Discover Card emailed me to say that they would not reconsider the decision, despite it being clearly incorrect. 

Question of Discrepancy : For two nearly identical cases with the same facts ( both involving the non-receipt of the battery I paid forone case resulted in receiving an adapter, and the other a charger ) and supporting documentation, why was one case resolved in our favor and the other not?

During the dispute process, I discovered that many XXXX sellers on XXXX are selling the same products from the same region in XXXX. Instead of shipping functional batteries, they are sending other items or non-working batteries. It is clear that these sellers are engaging in online fraud targeting XXXX consumers. I contacted the seller, who admitted to shipping the wrong product on purpose and offered to issue a full refund. Additionally, the seller requested that I keep the charger. 

While it would be easier to accept the refund from the seller, I am not concerned with the money ; this is a matter of principle. I refuse to tolerate online fraud and want to ensure that other consumers are not cheated. As a result, I have chosen not to respond to the sellers repeated attempts to reach me ( see screenshots # XXXX, # XXXX, # XXXX, and # XXXX, which were emailed to me on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). 

Conclusion : Discover Card must take action to uphold factual standards. This dispute should be corrected, and the employees involved in mishandling this case should be dismissed, as they are clearly unqualified. Discover Cards failure to protect consumers while allowing online fraud to continue is unacceptable. Once this dispute is resolved, I will be closing my account with Discover Card. 

We are requesting the CFPB 's assistance in correcting this dispute with Discover Card.

Company response to consumer: Closed with explanation