Consumer complaint received 2025-03-15 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: PA

Complaint narrative:
Dear CFPB, I am submitting a formal complaint against Discover regarding their failure to properly investigate a fraudulent transaction on my account, as well as their refusal to reopen my dispute despite new evidence. Below are the key details : Transaction Date : XX/XX/XXXX Merchant : XXXX XXXX - XXXX XXXX XXXX Amount : {$16000.00} On XX/XX/XXXX, I discovered this unauthorized charge and immediately contacted Discover to dispute it. I also requested my account be frozen to prevent further fraudulent activity. However, upon further review, I found additional irregularities : 1.Two repayment transactions were made toward this charge, but neither of them originated from my bank account. These payments were applied to my account without my knowledge or authorization. Discover has not explained where these payments came from. 
2.My email address associated with my Discover account was changed without my authorization. As a result, I did not receive any notifications, alerts, or communications regarding this fraudulent transaction, making it even harder for me to detect and dispute it in a timely manner. 
3.My XX/XX/XXXX statement showed a - {$16000.00} balance transfer adjustment, leading me to believe that my dispute was resolved in my favor. However, when I reviewed my XX/XX/XXXX XX/XX/XXXX statement, I was shocked to see a + {$16000.00} adjustment dated XX/XX/XXXX, reinstating the fraudulent charge without any prior notification or explanation. 

-Discovers Unjustified Refusal to Reopen the Dispute After realizing that the fraudulent charge had been reinstated, I provided a police report reference number to Discover as additional evidence. Despite this, Discover claims that the dispute is " already resolved '' and that there is " no new evidence '' to reopen the investigation. 

This response is completely unacceptable for the following reasons : 1.Discover has failed to provide any justification or evidence proving that I authorized this transaction. Instead, they have unfairly placed the burden on me to prove that I did not make this purchasesomething that is inherently difficult. 
2.It should not be my responsibility to prove a negative ( i.e., that I did not make this purchase ). Instead, Discover should be required to show how they concluded that this charge was legitimate before reinstating it. 
3.Discover has not explained how two payments were made on this charge without coming from my bank account. If these payments were made by a fraudster, this should be clear evidence that my account was compromised. 
4.The unauthorized change to my email address further indicates that my account was accessed by an unauthorized party. Discover has ignored this critical fact in their investigation. 

-Request for CFPB Intervention Given Discovers failure to handle this case properly, I am seeking CFPBs assistance to : 1.Require Discover to provide clear evidence supporting their claim that I authorized this transaction. 
2.Investigate the origin of the two unauthorized repayment transactions and determine how they were applied to my account. 
3.Ensure that Discover properly re-evaluates my dispute in light of the police report and unauthorized account modifications. 
4.Hold Discover accountable for their lack of transparency and failure to conduct a fair and thorough fraud investigation. 

I believe that Discovers handling of this case has been unjust and has placed an unreasonable burden on me as the victim of fraud. I appreciate CFPBs intervention in ensuring a fair resolution. 

Please let me know if any additional information is required.

Company response to consumer: Closed with monetary relief