Consumer complaint received 2026-02-16 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: FL

Complaint narrative:
In XX/XX/year>, I disputed multiple XXXX XXXX ( XXXX XXXX XXXX ) charges on my Discover card as a billing error under the Fair Credit Billing Act / Truth in Lending Act, on the ground that the services were not delivered in accordance with the agreement at the time of the transactions. My written dispute explained that the checkout/payment screens and inapp marketing strongly implied purchaselinked chances to REDEEM CASH PRIZES, WIN REAL PRIZES, and packages like Get XXXX + Free XXXX, but did not clearly disclose that the paid coins have no realworld value, are nonredeemable, and that purchases are final and nonrefundable. 

After I submitted detailed statements and screenshots, Discover initially ruled in my favor on some of the XXXX XXXX  cases. Phone representatives told me the investigator did not think the merchants response looked right. Later, after obtaining a fuller merchant representment on other related cases, Discover first ruled in my favor and then reversed course, denying those disputes while leaving a few earlier cases still in my favor. 

Discovers final denials rely entirely on the facts that I ( XXXX ) passed XXXX, ( XXXX ) accepted generic Terms of Service at account signup via a small link and checkbox, and ( XXXX ) used the coins. The merchants own packet, however, confirms that : ( a ) the Terms of XXXX define paid XXXX XXXX as having no real money value, being nonredeemable, and only granting a revocable license ; ( b ) all purchases are final/nonrefundable ; and ( c ) none of these limitations are shown on the actual checkout/payment screens or on the marketing banners where I authorized each charge. My attachments show the checkout and marketing screens, the XXXX  excerpts, and the merchants representment. 

I am not disputing that I opened an account, passed KYC, made purchases, and used the service. My dispute is that Discover treated those facts as automatically defeating a goods/services not delivered as agreed billingerror claim, without addressing the core issue : whether the transactions were accurately described at the point of sale given the mismatch between the play & win/ redeem cash prizes/ win real prizes/ Free XXXX messaging and the buried XXXX  language denying any realworld value or defined redemption/prize mechanism. 

I am asking CFPB to review whether Discover complied with its obligations under XXXX U.S.C. XXXX and Regulation XXXX  billingerror rules in this goods or services not delivered as agreed case. Discover appears to have treated KYC, usage, and generic XXXX  acceptance as automatically resolving my claim in the merchants favor, without determining whether the services were actually delivered in accordance with the agreement made at the time of the transactions as reflected in the checkout and marketing representations. I respectfully request that CFPB require Discover to conduct a proper XXXX investigation that considers the misrepresentation/nondisclosure at checkout, or otherwise explain why these transactions should be treated as correctly billed in light of the attached evidence.

Company response to consumer: Closed with explanation