Consumer complaint received 2019-05-24 00:00:00
Product: Credit card or prepaid 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: MD

Complaint narrative:
BACKGROUND : I placed an order with XXXX on or about XX/XX/19 in the amount of {$160.00}. 
XXXX shipped the package on or about XX/XX/19. On or about XX/XX/19 I received notification from XXXX shipping company ( XXXX ) that the package had been delivered to my home. Upon arriving home, the package was not there. I immediately contacted XXXX and spoke with a representative by the name of XXXX and advised that the package was not at my home. XXXX contacted the driver who indicated that the package was left at a white door under doormat. I live in an apartment complex with over 250 tenants so the package could have literally been left at any number of apartments in the complex. I asked if he was sure he left it at my address as there is a building 4 across from me in the same complex on the opposite side of the street. I was instructed to call back the next day to initiate an investigation. 
I then contacted XXXX and advised them that I did not receive the package. I was asked to follow up with the shipping company and advise XXXX of the outcome of their investigation. 
At this point I was under the impression that I was expected to pay for merchandise I did not receive so I then contacted my credit card company ( Discover ) and advised that the package was not delivered and asked what I needed to do to make sure I was not responsible for paying for merchandise that I did not receive. Discover advised that they could reverse the charge on my account while they investigate the matter. ( emails attached ) On XX/XX/19 I spoke with XXXX at XXXX who advised that if the package wasnt received by the following Monday I should call that Tuesday to file a lost package claim and XXXX would then determine whether to issue a refund. 
On XX/XX/19 I spoke with XXXX at XXXX  and advised that I received an email from XXXX on XX/XX/19 advising that they had completed their investigation and that I should contact XXXX about refunding the charged amount. XXXX advised that XXXX would issue a refund in 1-3 business days.

At this point I assumed the matter was resolved because the money Discover took back from XXXX when they placed on the account was being refunded back to them by XXXX. 
On or about XX/XX/19 I received an email from XXXX dispute management regarding the XXXX charge advising that a hold had been placed on my XXXX account and future orders because I opened a dispute on XX/XX/19 regarding the missing package. They advised that until the {$160.00} had been repaid I could no longer place orders with them. Once I saw the email, I responded on XX/XX/19. The dispute management department then sent another email on XX/XX/19 advising that Discover had issued a credit and they had issued a credit but that Discover had refunded them ( emails attached ). Again, I thought nothing of this because I assumed Discover was refunded the money they had credited my account.

DISPUTE : It wasnt until I went online to pay my current Discover bill I noticed that Discover placed a charge of {$160.00} on my account. Discover claims that XXXX had credited my account twice and I was responsible for repaying the overpayment to them. However, there is nowhere on my XXXX or XXXX statement ( enclosed ) that show a double credit to Discover by XXXX. In fact, on the XXXX statement you will see the {$160.00} charge from XXXX dated XX/XX/19. Then there is a post date of XX/XX/19 with transaction date showing the XXXX  # XXXX adjustment in the amount of - {$160.00}. On the current statement there is a post date of XX/XX/XXXX and transaction date of XX/XX/XXXX from XXXX # XXXX XXXX PA in the amount of - {$160.00}. It appears to me that the adjustment amount Discover posted and the refund amount of {$160.00} from XXXX, is simply XXXX reimbursing Discover for the XX/XX/XXXX adjustment amount of {$160.00}. I do not see a double credit issued by XXXX. In fact, I contacted XXXX on two different occasions to try to figure out when they issued two credits to my account. 

On XX/XX/19 I spoke with XXXX at XXXX who informed me that on XX/XX/19 XXXX placed a hold on my Discover account in connection with the purchase I made on that day in the amount of {$160.00}. When the merchandise shipped on XX/XX/19 XXXX billed Discover for that amount. On XX/XX/19 Discover then took the money back from XXXX and placed an adjustment on my account. However, XXXX then issued a refund of the {$160.00} on XX/XX/19 due to the lost claim. XXXX confirmed that XXXX issued only one credit, which refunded the amount back to Discover. 

Before filing this complaint, I wanted to confirm the information I received from FreePeople on XX/XX/19 so I again contacted FreePeople on XX/XX/19. 

On XX/XX/19 I spoke with XXXX XXXX at XXXX dispute management department who informed me that in his opinion the problem occurred because I simultaneously filed a dispute with XXXX and XXXX regarding the lost package. Mr. XXXX further advised that once I filed the dispute Discover took funds from XXXX on XX/XX/19. XXXX then issued a refund on XX/XX/19, which should have XXXX out the {$160.00} charge. There were no other credits applied to my account.

Company response to consumer: Closed with explanation