Credit card -- Problem with a purchase shown on your statement -- Complaint #13707406

Complaint Overview

Complaint ID: 13707406

Company: Discover Bank

Product: Credit card

Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement

Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement

State: Texas

ZIP Code: 75098

Date Received: 2025-05-25T12:00:00-05:00

Date Sent to Company: 2025-05-25T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I am writing to formally request assistance and clarification regarding a recent dispute I initiated for a digital service purchased with my Discover card. Here is a detailed summary of the situation : I purchased a digital educational service from a company that operates outside of the XXXX, but they also have a registered entity in the United States. I used my Discover credit card for the transaction. After accessing the service, I found that it was saturated and not as described. I immediately contacted the company and explained my concerns. Instead of addressing the issue, the company banned me from accessing their educational page. However, the service remains available for other current and future customers, so the issue does not appear to be system-wide, but targeted. As a result, I disputed the transaction through Discover. Initially, Discover decided in favor of the merchant. I then uploaded documentation and additional evidence, after which Discover reversed the decision and ruled in my favor. Subsequently, the company submitted a PDF document claiming their service is non-refundable, citing a general policy. However : I was never shown or asked to agree to any refund policy at the time of purchase. I did not sign any contract or acknowledge any terms stating the service was non-refundable. The PDF they sent contains only generic content, and no personal information, name, or signature that confirms I agreed to those terms. I could easily generate the same type of content using AI tools like XXXX, which further questions its credibility. I also contacted the company via email, and based on their initial replies, it seemed they were considering refunding the payment. However, they now claim that the payment has not been returned to them by Discover, and I have not received the refunded amount in my account either. This has left me in limbo, where neither the bank nor the merchant is returning the funds, despite a favorable dispute decision in my favor. Given all the above, I kindly ask Discover to : Confirm the current status of the refund : Has the chargeback amount been recovered from the merchant? If the funds were returned by the merchant, please credit the amount to my account as soon as possible. If the merchant refuses to cooperate and the refund is blocked, please reopen the case with the documents I submitted, as the PDF they sent does not prove consent or any agreement on my part. I am available to provide any additional details or clarification you may need. I appreciate your assistance in resolving this matter promptly. Sincerely,

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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