Consumer complaint received 2025-06-28 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: FL

Complaint narrative:
This pertains to a dispute I filed with XXXX XXXX XXXX on XX/XX/XXXX in the amount of {$90.00}. I am writing in reference to the company 's flagrant violation of the Fair Credit Billing Act and to report a pattern of deceptive, abusive behavior by XXXX and its employees. 

The dispute is related to an XXXX reservation. I reserved the XXXX because it prominently advertised several amenities

including Wi-Fi , Air Conditioning , and a Smart Television . However, when I arrived, the Air Conditioning and Wi-Fi were not operational. ( Because there was no Wi-Fi, the Smart Television was also non-operational. ) I informed XXXX that it did not have the amenities that were promised, but XXXX refused to provide a refund, because they said it was against their policy to provide a refund and that they were not obligated to provide any of the services that were advertised. ( They provided a consolation credit of {$6.00}, but would not refund the remaining charge of {$90.00}. ) Because I did not receive the service I paid for, I stayed elsewhere. I disputed the charge via XXXX on the basis of what it calls a " qualifying service issue. '' After several weeks, XXXXXXXX XXXX initial response was to reject the dispute, saying it was not a FRAUDULENT charge. In other words, XXXX disregarded the reason I initiated the dispute, and effectively attempted to reclassify it as a dispute over what XXXX terms a " Billing Error. '' This, apparently, was the first instance of what amounted to intentional deceit or gross negligence by XXXX or its employees. 

Initially, I believed that this was merely incompetence by some of the company 's employees. However, after several weeks of attempting to correct the issue, they were still unable to address my original concern which was the fact that I did not receive the service for which I paid. XXXXXXXX XXXX second response noted that I had been given a credit of {$6.00}. XXXX again attempted to close my dispute without addressing my complaint. 

I escalated the problem to XXXXXXXX XXXX Executive Office on XX/XX/XXXX, where I spoke with an individual named XXXX. That individual said she would call me back within one week " at most. '' She said I might receive some automated communications via email in the meantime, but that I could ignore all of that until she called me back.

This was the second instance of what I assume was intentional deceit. 

On XX/XX/XXXX, I received an email from XXXX informing me that XXXX  " could not continue '' my dispute because it had " insufficient '' information from me DESPITE THE FACT THAT THE COMPANY DID NOT ASK ME FOR ANY ADDITIONAL INFORMATION.

The message did not address or acknowledge my complaint the fact that I did not receive service. If XXXX acknowledged my complaint, XXXX would be forced to acknowledge that it is violating the Fair Credit Billing Act by refusing to reimburse me.

I was not sure that was an automated message that I could ignore ; as XXXX had instructed me ; or if XXXX had attempted to deceive me ; or if XXXX had experienced some sort of life event that prevented her from returning to work. So I called XXXXXXXX XXXX  Executive Office to follow up on XX/XX/XXXX, and spoke with an individual in that office who said XXXX would call me back within XXXX hours. 

That was the third time more or less that someone at XXXX intentionally deceived me. 

XXXX did not call me back, so I called the Executive Office again on XX/XX/XXXX. Once again, they promised that XXXX would call me back. 

If we count this as an additional incident, that was the fourth time someone at the company intentionally deceived me. 

XXXX did not call me back. I called again today ( XX/XX/XXXX ), and the Executive Office stated that it was not sure why XXXX had not called me. However, they said XXXX had sent correspondence to me dated XX/XX/XXXX that once again the company was ruling against me. This correspondence stated that it was not the merchant 's policy to provide a refund, even if a contract were violated or the merchant could not provide service.

The letter was at least the fifth example that paints a picture of what appears to be a broad culture of deceit and misconduct at XXXX. I would request that the CFPB initiate an investigation into the company to assess whether it has violated the Fair Credit Billing Act on a wider scale.

My dispute case number with XXXX is XXXX.

Company response to consumer: Closed with explanation