Consumer complaint received 2024-01-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: DISCOVER BANK
State: OR

Complaint narrative:
XX/XX/XXXX, received email solicitation from Discover Card Services described as " Earn up to {$60.00} extra cash back at Grocery Stores '' with details described as " earn an extra 6 % cashback bonus at grocery stores on up to {$1000.00} in new purchases through XX/XX/XXXX. '' The email included an 'Activate ' button for the offer. Same day, I activated the offer ( confirmed by screenshot of the web page AND by Discover customer service chat ). On XX/XX/XXXX, I used the Discover card to make a {$500.00} purchase at XXXX ( MCC coded 'Grocery Stores and Supermarkets ' per Discover ). This purchase posted to my account with only default 1 % bonus instead of the " extra 6 % advertised. '' On XX/XX/XXXX, I contacted Discover customer service via chat to address the issue. Chat representative 'XXXX ' confirmed I had enrolled in the bonus offer sent to me, and that the purchase would qualify, but to 'wait a while ' for the correct bonus to be posted. It's been 3 months. I indicated to the representative that I would like to know that the bonus will indeed be posted, as it would influence whether I used the card again for grocery purchases ( if they're not going to pay the advertised bonus, I would simply use XXXX or other ). Representative placated me, and simply told me to 'wait. ' On XX/XX/XXXX, I received a follow-up email from Discover marketing reminding me to take advantage of the offer they had previously solicited to me. On XX/XX/XXXX, based on that follow-up email and on the advice offered by the Discover chat representative, I used the Discover card again to make a grocery store purchase. This time, in the amount of {$500.00}, at XXXX ( also MCC coded as " Grocery Stores and Supermarkets '' per Discover ). That purchase posted, just like the previous one, with only the default 1 % rewards awarded, rather than the " extra 6 % '' advertised in the promotion. It's been a month. On XX/XX/XXXX, Discover sent another email reminding me that the promo had ended with subject line " Your extra cash back offer may have ended ... but don't forget about these exclusive features. '' On receiving that email, I contacted Discover by chat and provided the above details, at which point the representative disconnected the chat, which was reopened by another representative ( with all the lengthy details above deleted ). This is unacceptable customer service, and a failure to honor the offer Discover solicited me into. To date, I have received {$10.00} in the default 1 % cashback rewards baked into the card itself. I have received ZERO of the " extra 6 % '' from the offer ( which would be {$60.00} -- as limited by the {$1000.00} max purchase of the offer ). The {$60.00} due to me needs to be made available in my rewards balance promptly, and perhaps they can figure out a way to get me back the literal hours of work I've had to apply to resolving this issue. All facts stated above are documented in the attached PDF.

Company response to consumer: Closed with explanation