Consumer complaint received 2025-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: DISCOVER BANK
State: CA

Complaint narrative:
Fraud Department Claim # XXXX My Discover Debit card was fraudulently used on XX/XX/XXXX in XXXX XXXX, CA. I called and reported this fraud to Discover on the night XXXX. At the time of this event, I was on vacation with my family in XXXX XXXX, NV. I also have the card in my possession. 

I was under the impression that Discover would do an investigation into this fraud. 

When I returned home, I received letters from Discover stating that you had investigated and that the charges were not fraudulent. 

Upon receipt of the letters, I contacted the XXXX XXXX XXXX XXXX XXXX and filed a complaint regarding the Fraud. In the numerous phone calls with Discover, you ( the company ) stated that you would not reopen or investigate further until I could provide the police report. You also asked if I had gone to XXXX, XXXX, XXXX XXXX, or XXXX, or contacted them. 

Here is my timeline : DATE ACTION CURRENT STATUS XX/XX/XXXX Notified Discover of fraudulent charges XX/XX/XXXX Returned from vacation and had the Discover letters stating that you Investigated and the charges were standing Attached letters in PDF XX/XX/XXXX Filed police report with the XXXX XXXX XXXX Picked up report on XXXX it is included in the PDF XX/XX/XXXX Contacted XXXX XX/XX/XXXX Went to XXXX XXXX in question and XXXX told I could not see the footage without a Sheriff XX/XX/XXXX She returned to XXXX with XXXX XXXX XXXX XXXX XXXX XXXX and she went with security to review the tapes. When she came back out, she told me it was a young white man who used the card. XXXX was going to send all the info to the XXXX office. XXXX XXXX told me that it was not worth going to XXXX XXXX, as they require a warrant to view the footage. We then went to XXXX, where she again went with XXXX and reviewed the footage. Again, it was the same white man who used the card. 
XX/XX/XXXX Detective XXXX XXXX, XXXX XXXX, both from the XXXX XXXX XXXX office, and I contacted Discover. We spoke with XXXX in the Fraud Department. She informed us numerous times that our call was being recorded. She told us that the case was investigated, and there was no one other than her to speak with. She was the investigator. At this time, I requested copies of the Discover investigation, which I am entitled to. As of XX/XX/XXXX, I still have not received these documents. She also gave us the email address brureges & XXXX and told me I could send any additional information to reopen my claim. Discover would not do anything towards reopening the investigation until I had a written police report. 
XX/XX/XXXX A police report was completed, and I picked up a copy. I was informed that the case has now been transferred to the XXXX XXXX, as this is an open investigation. XXXX XXXX XXXX, XXXX, CA, XXXX. 
XX/XX/XXXX SUBMITTING ALL OF THIS INFORMATION AND DEMANDING THAT THIS BE REOPENED AND INVESTIGATED. EMAILED AND UPLOADED INTO THE SECURE DOCUMENT UPLOAD ON DISCOVER.COM Dear XXXX XXXX, Your upload was successful. Please find your confirmation below. 

Document Type : Proof of Identity Confirmation Number : XXXX We will review your document ( XXXX ) and follow up, if needed. 

If you have any questions, please call us at XXXX. Our 100 % U.S.-based customer service team is available 24 hours a day, 7 days a week. 

Thank you for Choosing Discover. 

Sincerely, Discover Bank Customer Service UPDATED AS OF XX/XX/XXXX THE EMAIL ADDRESS I WAS GIVEN DOES NOT WORK. ON XXXX WAS TOLD TO JUST JUST UPLOAD THEM. I DID UPLOAD THEM AND STILL HAVE NOT HAD A RESPONSE FROM DISCOVER. STILL NO DOCUMENTS FROM DISCOVER REGARDING THEIR INVESTIGATION.

Company response to consumer: Closed with monetary relief