Consumer complaint received 2025-06-18 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 filed disputes over a transaction with a bestbuy, and despite providing clear evidence supporting my claim, Discover sided with the merchant without ever offering me an opportunity to review or contest the evidence the merchant submitted. Instead, the decision was made based solely on the merchants word, leaving me at a significant disadvantage. When I asked Discover to provide the evidence that supported the merchants claims, I was refused. It is deeply troubling that Discover would accept the merchant 's unverified statement as sufficient grounds for the decision, especially when I had already provided documentation supporting my case. 
Additionally, I submitted clear evidence showing that the merchant had lied about initiating the refund in the first place, which contradicted their previous statements. However, even after presenting this documentation, Discover ignored the truth of the merchants misleading claims and refused to reconsider its decision. This disregard for clear and credible evidence not only reflects poorly on Discovers dispute resolution process but also suggests a troubling lack of diligence and fairness in how such matters are handled. 
When I requested arbitration to resolve this matter impartially, I was again denied, even though arbitration is an established and important mechanism for ensuring fairness in disputes like this one. By refusing arbitration, Discover further demonstrated an unwillingness to provide a transparent and unbiased process to resolve the dispute, leaving me without a neutral third party to evaluate the situation. 
As a customer, I trusted Discover to act in good faith and protect my rights. Discover has a clear responsibility, under consumer protection laws such as the Fair Credit Billing Act ( FCBA ), to conduct thorough investigations and ensure that disputes are resolved fairly. The FCBA requires credit card companies like Discover to respond to customer disputes promptly and fairly, to provide the customer with relevant documentation, and to ensure that the charge in question is thoroughly investigated. Instead, Discover has failed to meet these obligations by accepting the merchant 's claim without verification, ignoring evidence that contradicts the merchants story, and denying my right to arbitration.

Furthermore, Discover 's actions are in violation of the Truth in Lending Act ( TILA ) and the Credit Card Accountability, Responsibility, and Disclosure Act ( CARD Act ), both of which exist to protect consumers from unfair practices by credit card issuers. These laws hold credit card companies accountable for ensuring that disputes are investigated fairly, that evidence is reviewed impartially, and that consumers have a right to a transparent and just resolution process. By ignoring these obligations, Discover is not only failing to meet its legal responsibilities but also violating my rights as a consumer. 
It is becoming increasingly clear that Discover is not interested in upholding its legal and ethical obligations to its customers. Instead, Discover seems to be actively enabling merchants who are dishonest or untrustworthy. The actions taken in my case have shown a disregard for customer rights and an unwillingness to engage in fair practices. I fully expect Discover to do nothing in response to this complaint, sending me an automated message claiming they can not do anything and advising me to reach out to the merchant againwho I have already informed them will do nothing to resolve the issue. Discover will likely continue to lie and operate in bad faith, as has been the pattern throughout this process. 
It is illegal to operate in bad faith when handling disputes, as this not only violates consumer protection laws but also undermines the integrity of the financial system. Discovers failure to provide transparency, deny arbitration, and disregard credible evidence speaks to a systemic issue of bad faith that undermines consumer trust. 
This situation is deeply disappointing and leaves me with little confidence in Discover as a financial institution. It is clear that Discover has failed in its obligations to protect me as a consumer, and I believe this reflects a broader problem in how the company handles disputes and interacts with customers.

Company response to consumer: Closed with explanation