Consumer complaint received 2026-03-12 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: VA

Complaint narrative:
I am disputing a charge of {$110.00} from XXXXXXXX XXXX XXXXXXXX ( Discover Case Number XXXX ) for a grocery pickup order placed XX/XX/XXXX, that was never fulfilled or received. I am filing this complaint because Discover has twice denied my dispute based on merchant evidence that is physically and factually impossible, and because Discover 's XX/XX/XXXXXXXX denial was issued on the same day I submitted new documentary evidence a response time that makes any genuine human review of that evidence impossible. The Core Issue : A Physically Impossible Timestamp Instacart submitted records to Discover claiming this order was " Picked up XX/XX/XXXX, at XXXX XXXX '' at the XXXX store located at XXXX XXXX XXXX XXXX, XXXX, VA XXXX. That XXXX store does not open until XXXXXXXX XXXX This is not a matter of interpretation it is a documented, verifiable physical impossibility. I submitted to Discover a screenshot of XXXX 's official posted store hours confirming the store is closed at XXXX XXXX. No pickup of any kind can occur at a locked, unstaffed, closed store. The Misattribution : Two Separate Orders On the same date XX/XX/XXXX I legitimately placed and received a second, separate XXXX order totaling {$99.00}, which was picked up at XXXX XXXX during normal business hours ( Order # XXXX ). I submitted this receipt to Discover as evidence. It is my documented position that XXXX is misattributing the pickup confirmation and supporting documentation from this valid {$99.00} transaction ( Order # XXXX ) to fraudulently justify the disputed {$110.00} charge ( Order # XXXX ). These are two entirely separate orders with different order numbers. The valid pickup of one order does not constitute proof of fulfillment of the other. Missing Alcohol Signature The disputed {$110.00} order included two bottles of wine ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX ). XXXX 's own policies and Virginia law require a mandatory signature and age verification at the time of pickup for any order containing alcohol. XXXX has produced no alcohol pickup signature for XXXX # XXXX. This absence is further evidence the order was never fulfilled. Discover 's Failure to Conduct a Reasonable Investigation The Fair Credit Billing Act ( 15 U.S.C. 1666 ) requires creditors to conduct a 'reasonable investigation ' of disputed charges, including those for goods not received. A reasonable investigation of this specific dispute requires nothing more than verifying whether an XXXX grocery store is open at XXXX XXXX a check that takes under one minute using publicly available information. On XX/XX/XXXX, I submitted to Discover via their online dispute portal : ( 1 ) my signed final rebuttal letter citing the FCBA and detailing the physical impossibility, ( 2 ) a screenshot of XXXX 's official posted store hours confirming the XXXX XXXX impossibility, and ( 3 ) the receipt for my legitimate {$99.00} order showing an XXXX XXXX pickup. Discover issued a denial letter on the same calendar day XX/XX/XXXX. It is not possible for a human investigator to have reviewed this physical evidence and reached a reasoned conclusion within hours of submission. This same-day denial is consistent with an automated system response, not the 'reasonable investigation ' required by federal law. Credit Bureau Reporting Threat Both Discover 's XX/XX/XXXXXXXX letter and their XX/XX/XXXXXXXX letter state that Discover is reporting my account as a disputed account to four credit bureaus ( XXXX, XXXX, XXXX, and XXXX ). This reporting is occurring despite Discover 's failure to conduct the reasonable investigation required by the FCBA before upholding a charge based on physically impossible merchant evidence. Documents Available to Attach : 1. Discover denial letter dated XX/XX/XXXXXXXX ( XXXX XXXX ) 2. Discover denial letter dated XX/XX/XXXXXXXX ( XXXX XXXX ) 3. Screenshot of XXXX store hours XXXX XXXX XXXX XXXX, XXXX, VA 4. Receipt for disputed XXXX # XXXX {$110.00}, showing XXXX XXXX timestamp XXXX. Receipt for legitimate XXXX # XXXX {$99.00}, showing XXXX XXXX pickup 6. Signed Final Rebuttal Letter submitted to Discover XX/XX/XXXX XXXX

Company response to consumer: Closed with explanation