Consumer complaint received 2025-02-25 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: IL

Complaint narrative:
This complaint is related to complaint XXXX. 

While my previous complaint took issue with Discover finding me responsible after I was the victim of a crime. This complaint is about XXXX communication. 

I have had paperless statements, showing a preference for communication via email, activated for nearly as long as I have had my Discover card, well before I was scammed on XX/XX/XXXX. I received an email about my fraud claim on XX/XX/XXXX shortly after calling to report the fraud, but after that I received no emails about it. I continue to receive marketing emails but never received an email requesting information from me or notifying me of the decision of the investigation. I only received a request for more information via paper mail in late XXXX, the piece of paper mail is dated XX/XX/XXXX for XXXX  production of the document. That piece of paper mail stated : We have been unsuccessful in contacting you by telephone concerning your fraud claim. We need additional information in order to continue the investigation on the above referenced account. 

I have now reviewed and researched all the numbers that I missed calls from between XX/XX/XXXX and XX/XX/XXXX ( more on that in a moment ), and none of them are related to Discover. I would like to repeat this to be very clear : Discover stated we have been unsuccessful in contacting you by telephone but they NEVER called me. They made a claim on an official document that is a blatant lie. 

When I called the number Discover listed to call back, I was told that I needed to file a police report and in speaking with the police was asked to gather as much evidence as I could. I then went to the XXXX outside which I had been scammed and learned that per policy they delete their security footage after XXXX  days. I honestly believe that Discover purposefully did not reach out via phone or email requesting more information and only sent me a piece of paper mail on XX/XX/XXXX knowing that XXXX and other such corporate stores delete their security footage after XXXX  days so that I would not be able to gather evidence. 

As I stated in complaint XXXX, I found {$15000.00} on my account on XX/XX/XXXX when I looked at it. I received no email about this and only later received the piece of paper mail ( dated XX/XX/XXXX ) stating that Discover had found me responsible. When I called XXXX XXXX XXXX XXXX on XX/XX/XXXX after seeing the {$15000.00} on my account, the person I spoke with confirmed that Discover had found me responsible and said that they would submit an appeal request to the XXXX  Area. 

That person did not say that the investigation team needed more information from me about the claim. But days later, I received another piece of paper mail, dated XX/XX/XXXX, stating once again : We have been unsuccessful in contacting you by telephone concerning your fraud claim. We need additional information in order to continue the investigation on the above referenced account. 

It feels cruel to send such a letter ( for apparently no reason as the person I spoke with knew nothing about it ) when a decision against me had already been sent to me days earlier. 

I am submitting images of all XXXX  of these letters that I received and if necessary can take screenshots of my incoming phone calls from XX/XX/XXXX through XX/XX/XXXX or even reach out to my phone servicer to request an official record. Because again, despite what these letters say I NEVER received a call from Discover. 

Please forgive the torn and reconstituted paper of the first letter, I initially tore it as I was distressed and did not realize that I would need it as evidence.

Company response to consumer: Closed with explanation