Consumer complaint received 2025-06-11 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: OK

Complaint narrative:
Complaint Summary : I am filing this formal complaint with the Consumer Financial Protection Bureau against Discover Financial Services for their denial of a valid fraud claim totaling {$3100.00} in unauthorized charges made to my credit card account while I was the victim of theft abroad. 

On or around XX/XX/year>, while traveling in XXXX, my phone and wallet were stolen at a bar. During the short period that my belongings were out of my possession, the individual ( s ) who stole them used my phone to fraudulently confirm Discover 's fraud alert text messages, allowing unauthorized transactions to go through. 

Upon recovering my items, I immediately contacted Discover to report the fraud and filed an official police report with the XXXX XXXX Police, Case No. XXXX. The case is now being actively investigated by the Directorate for Investigating Organized Crime and Terrorism ( DIICOT ) due to its high-dollar amount and international criminal activity. 

I retained legal counsel to assist with my case. On XX/XX/year>, my attorney, XXXX XXXX XXXX, submitted a formal dispute letter to Discover, outlining the details of the theft, the fraudulent transactions, and my payment history. The letter emphasized the following : I did not authorize the disputed {$3100.00} in transactions. 

It was 7 charges that totaled {$3100.00} all of the same amount at a restaurant. It is neither logical nor reasonable for Discover to see this charge in this manor. 

I have a flawless credit history with Discover I have never missed a payment and have always paid my balance in full and on time. 

The charges in question were completely inconsistent with my normal spending and occurred under clearly compromised circumstances. 

Discovers own fraud detection system flagged the activity as unusual, and the perpetrators exploited a vulnerability in their verification process by responding yes via my stolen phone. 

Despite all this, on XX/XX/year>, Discover sent me a letter stating that their investigation was complete and that no fraud had occurred without providing any explanation, evidence, or opportunity to appeal. They then closed my original account, issued a replacement, and transferred the full {$3100.00} fraudulent balance to me, holding me responsible for charges I did not make. 

I find this outcome to be a violation of my rights under the Fair Credit Billing Act ( FCBA ) and unacceptable conduct by a financial institution that has benefited from my perfect customer history. 

Supporting Documentation ( available and attached, if possible ) : Letter from my attorney, ( XX/XX/year> ) Discover denial letter ( XX/XX/year> XXXX XXXX Police Report Case No. XXXX Timeline of events and phone records ( available upon request ) Thank you for your attention and assistance in resolving this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation