Consumer complaint received 2026-01-14 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:
Subject : Appeal / Continue Investigation Case XXXX ( Defective Merchandise + Warranty Not Honored + Merchant XXXX XXXX XXXX XXXX on Cancellation of Chargeback ) Dear Discover Dispute Resolution Team, I am requesting Discover continue and escalate the investigation for Case XXXX. Your denial letter states the transaction is valid ( XX/XX/year> ). 
\nHowever, authorization/occurrence does not resolve a dispute involving defective merchandise and failure to honor a written warrantyespecially when the merchant admits defects and then conditions warranty service on me waiving my dispute protections. 
Evidence was provided ( merchants no evidence claim is false ) I submitted photos/videos of the leaks and the merchant thread includes attachments.\nThe merchant later explicitly acknowledged : The video demonstrates leaking pipes.\nDespite this, the merchants final paragraph to Discover claims I did not send any evidence, which is materially false. 

The initial warranty denial was not legitimate ( XXXX XXXX The merchant initially denied replacement solely because epoxy was used ( this would void the warranty ) .\nThis is not a legitimate basis to void a written warranty under the XXXX Warranty Act without proof of causation, and the merchant later confirms their denial was a misunderstanding and acknowledges defects. 
Merchant admitted the denial was their mistake The merchant wrote : We apologize for the misunderstanding and confirmed the video shows leaking pipes.\nThis directly contradicts the merchants page 19 narrative that epoxy voided the warranty and that I failed to prove defects.

Bad-faith kicking the ball with subjective evidence demands After acknowledging leaks, the merchant demanded additional clear evidence on subjective terms and claimed they could not help without new video, despite already acknowledging the leak video. 

Most important : Merchant conditioned warranty replacement on canceling the chargeback first The merchant stated they would issue replacement parts only once he cancels the chargeback.\nThis demand would require me to waive my dispute protections before receiving the promised remedy. I clearly stated I can not cancel until replacement is shipped and received. 
Please confirm whether Discover considers it acceptable for a merchant to condition warranty replacement on a consumer canceling a chargeback first. If Discover accepts that practice, it effectively eliminates cardholder protection whenever a merchant refuses service unless the dispute is withdrawn. 

Merchants final paragraph contains material misrepresentations The merchants page 19 statement alleges I did not provide evidence and was unwilling to resolve, which is contradicted by : my initial submission of photos/videos the attachments listed in the thread and the merchants own admission that the leak video demonstrates leaking pipes\n Request I respectfully request Discover reopen and escalate this dispute under Defective Merchandise / Warranty Not Honored , disregard the merchants inaccurate page 19 narrative, and reverse the denial based on the merchants documented bad-faith warranty handling and the improper condition requiring chargeback cancellation before replacement.

Company response to consumer: Closed with explanation