Consumer complaint received 2025-03-06 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: NJ

Complaint narrative:
On XX/XX/year> I made a purchase of {$49.00} on XXXX to purchase a fragrance that was advertised as " new in box. '' When I received the package containing the fragrance on XX/XX/year> I opened it to find that it was previously opened, missing any seal ( cap/piece of plastic that prevents it from spraying while inside of the package ) that would indicate that it is " new '' as it was described, and it also lacked any plastic seal that would normally be seen on new fragrance packages. 
I created a return for this item, however, I had not uploaded any pictures of the item as proof of its condition, and there was no area/link that I could upload any images at that point, so I " closed '' this return hoping I could re-open it to upload pictures. I wanted to upload pictures as proof of this item 's condition, so I would not be refused a refund because it would have appeared as if I were the one who had tampered with the product, despite the fact that I had received it in that condition. To my surprise, there was no area that I could re-open this return, so I contacted XXXX via phone for the first time. I contacted them XXXX times via phone, the last time being the evening that I am writing this complaint, XX/XX/year>. 
The first time I contacted them, I was met with an agent that told me to contact the seller to reach a resolution, and hopefully the seller would respond and send me postage to send back the item. I contacted the seller, told them that I would like to return the item, and they sent me their return address and told me that I would have to purchase the postage to return this faulty, defective item. I told them that I had " closed '' the return on XXXX accidentally, and that I would like to be sent postage to return the item since I had received it not as described, and their account was listed as " free returns '' in the item 's description. They told me that unfortunately, I would not be able to send me any postage because I had to initiate it through XXXX. 
I contacted XXXX for a second time, asking if I could be sent a return label for this item, since it was faulty, and the seller offers " free returns '' as well in the description. I explained to them that I had inadvertently " canceled '' the return, because I was looking for a way to upload pictures of the condition of the item and thought I could reopen it afterwards. I was told by the customer service agent that I would have to contact the seller for them to contact XXXX with a reference number ( that I sent the seller over messages ) to receive a return label from XXXX to send to me as postage for the return, and that they would attempt to contact the seller as well, and that they have documented this information on my account. I followed the directions of this customer service agent, waited over a week for the seller to respond or take any action about this faulty item they sent me, and I received XXXX response. 
Then, I contacted XXXX once again XXXX weeks later. I explained the entire situation once again to the phone agent on the line, and they told me to contact the seller once again, pleading that I would really like to return the item, and that they would be receiving communications from XXXX to allow me to return the item. They also told me that I would be receiving an update from XXXX within XXXX hours about this situation, that they have documented additional information on my account, and to await that update as well as a response from the seller. I waited over a week for any update or communication from either XXXX or the seller, and received nothing. Nothing from my email, or phone number. 
Then on the evening of XX/XX/year> I contact Discover Bank via XXXX chat that I would like to continue this dispute, because I have not received any communication from XXXX, or the seller of this item about any postage to return this item that I had received faulty. I was told by an agent on Discover live chat that I would have to return the defective item on their terms, and spend more money to send it to their return address, even though there is no guarantee that they would even respond or acknowledge that they had received this item because they did not respond to multiple attempts over weeks to contact them ever since this situation began. Then, I contacted XXXX to see if they had any update on their side of the situation ; I was met with an agent who told me that there was no documentation on my account of this situation, and that there was nothing that could be done about it. So, all the " documentation '' that the XXXX phone agents I had spoken to prior were nowhere to be found. I do not want to spend money on postage on an item that I had received faulty, that I have no guarantee on whether I will even receive a refund.

Company response to consumer: Closed with explanation