Consumer complaint received 2024-09-15 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: CA

Complaint narrative:
I am writing to formally lodge a complaint against Discover for their mishandling of a dispute and their refusal to address my concerns despite numerous attempts to resolve the matter directly with them. 

I have contacted Discover dozens of times over the past month via phone calls and online chat, and they have consistently ignored me. In fact, Discover has transferred me a total of 32 times during this period without providing any resolution. At this point, they have completely stopped responding to my chat messages and continue to transfer me when I call. 

Issue : I am disputing a transaction where the merchant falsely claimed to have issued a refund of {$28.00}, which was never actually refunded. Instead, the merchant misrepresented the situation. 

Here are the key facts : I initially added {$100.00} to my account balance for future purchases. 
I withdrew the remaining balance after deciding to stop using the merchants services and dispute the charge. 
The merchant falsely claimed that a {$28.00} refund was processed. However, this was not a refund but rather a withdrawal of my own funds. 
Although a Discover representative issued a partial refund of {$11.00}, they informed me that the merchant claimed the remaining amount was allocated to a different order, which is not accurate. 
My communications with the merchant clearly show that they refused to issue a refund. 
Furthermore, Discover 's representative admitted that their system shows no proof of the order or refund, which points to the merchant being dishonest. 
I have provided Discover with evidence, including email receipts and documentation from the merchants website, that clearly demonstrate the {$28.00} was a withdrawal of my funds, not a refund. Despite this, Discover refuses to properly address the dispute. 

Discovers Inadequate Handling : Discover has failed to provide an explanation for why my dispute was declined. 
I was assured by one of their customer service agents that my case was valid, and that the merchant had not provided proof to counter my claim. 
Despite this assurance, the dispute was declined, leaving me without my rightful refund. 
This mishandling has been extremely frustrating and stressful. I believe I am entitled to my money back, and Discovers refusal to assist me is unacceptable.

Resolution Requested : I am requesting that Discover : Re-review my case immediately, considering the evidence I have provided.

Process the full refund for the disputed amount of {$28.00}, as this is clearly not a refund but a withdrawal of my funds.

Provide a detailed explanation of why my valid dispute was declined, despite assurances to the contrary.

I ask that this matter be escalated and reviewed by a manager, as the ongoing lack of assistance and responsiveness is highly concerning. 

Thank you for your attention to this matter. I hope for a prompt and fair resolution.

Company response to consumer: Closed with monetary relief