• Report: #2662

Complaint Review: Discover Card

  • Submitted: Fri, July 14, 2000
  • Updated: Mon, October 04, 2004

  • Reported By:
Discover Card
PO Box 29019 Phoenix, Arizona U.S.A.

Discover Card and their so-called

*Consumer Comment: Customer Service - NOT!!!

*UPDATE Employee: CONSUMER IDIOCY

*Consumer Suggestion: There ought to be a law -- wait, there IS a law!

*UPDATE Employee: Discover Card Employees do not deserve your hostility

*Consumer Comment: Thomas, wtf does you working for Qwest have to do with Discover Card?

*UPDATE Employee: my opinion on qwest

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I was charged on my Discover Card for 2 rooms at the Mason Beach Inn for a "No Show." I know I called back the same day I made the reservations to cancel. The hotel is very small, and relies solely on guest name and dates of arrival/departure, hence, I was never given a reservation number, much less a cancellation number when I called.

I disputed this charge to Discover when I received my bill, and they agreed to "investigate." Their investigation consisted of accepting whatever the hotel provided. In this instance, the documentation consisted of the credit card charge slip and my reservation sheet with simply the words "No show, 2 Rooms" scribbled accross without a date or processor.

I had called Discover Services several times and was routed to various reps who could never help me- the representative I was supposed to speak with was never available. They claimed she had attempted to call me on numerous occasions, however, I only had 1 message from her, ever, on my answering machine.

When I finally got a hold of the rep, Ann Diaz, and also spoke with the supervisor, Terry Hopkins, they claimed there was nothing more Discover could do for me. They would accept the documentation, valid or not, simply because that was "proof" enough. So, that means, if a hotel makes any mistake and doesn't cancel your reservation, haven gotten your credit card number, you will be at their mercy because Discover Card certainly will not back you up and pursue to obtain valid documentation and authorization of the card's transactions.

Terry the Discover Card Inquiry Dept. supervisor, per our telephone conversation, claims that they do NOT protect my money. Hmm... isn't my account indeed my money? where and how I am being charged? He also claims that because both the hotel and I are their custumers, they are only the mediator and cannot prefer one over another.

Clearly they prefer the business of Mason Beach Inn over mine since they are dismissing my dispute and honoring whatever the merchant cares to provide as "proof." I guess getting the business of a hotel is much more preferable to that of an individual cardmember.

Discover Card, through this whole ordeal, was VERY difficult to reach, conducted a half-hearted investigation, and does not back up its cardmembers to protect their interest against unauthorized charges.

This report was posted on Ripoff Report on 07/14/2000 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Discover-Card/Phoenix-Arizona-85038/Discover-Card-and-their-so-called-2662. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Customer Service - NOT!!!

AUTHOR: Dina - (U.S.A.)

It sounds like "K" from Phoenix is a hard-core, card-carrying member of the Customer DIS-service for the DIScover card. Notice the "DIS"??? Although "K" makes some valid points, the reality is that some business are just plain unscrupulous - they will lie, cheat, whatever it takes to make themselves look good and the other party look bad. And unfortunately, there are more and more businesses that are following this pattern. The consumer is basically up against big business - perhaps not always literally but rather metaphorically - and they are almost always on the losing end. Businesses stay in business only if they make money... and in today's dog-eat-dog society, they will make money anyway they can. So yes, "K", you're right - CONSUMER BEWARE! THE BIG DAWGS ARE OUT TO GET YOU, AND YOUR THROAT IS RIPE FOR THE RIPPIN'! Put everything in writing! Soon, we'll be carrying our filing cabinets on our backs. So, if you ask them to send a confirmation (on anything) and they don't, WHAT THEN?? If you ask to speak to their supervisor, and they refuse and hang up on you, WHAT THEN? "K" seems to think that it's all the consumer's fault - and don't get me wrong, they are sometimes at fault as well - but when the consumer tries in good faith to right a wrong he has been done by big business and they tell him to take a flying leap, there's not too much the consumer can do - especially if you are an elderly and/or handicapped person (like those who perhaps can't hear or see too well - all that fine print is there for a reason you know... so you can't see it without using the Hubble telescope!) One thing I've learned from this forum is that I definately DO NOT WANT TO DO BUSINESS WITH DISCOVER! And to the original poster: good luck - keep trying. Next time get a name, get it in writing, copy your phone bill, take as many steps as you reasonably can to protect yourself, because you are the only one who will look after you... just ask good ol' special "K". (BTW, I thought posters were all supposed to put in their whole name, not just an initial? Whatsa matter "K", are you too chicken to use your whole name???)
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#2 UPDATE Employee

CONSUMER IDIOCY

AUTHOR: K - (U.S.A.)

In regards to the Mason Beach issue:

1. YOU as consumer, have the burden of PROOF that you cancelled. If the hotel doesn't give confirmation numbers, how about getting the first and last name of the clerk, the date and time of your call, and keeping RECORD of these for later?

2. Did you ask the hotel, in lieu of a cancellation #, to mail you a confirmation letter of the cancellation?

3. Did you WRITE the hotel at their PROPERTY address and mail it "SIGNATURE REQUIRED" as your proof?

NO to all of these...so TOO BAD. You made a valid business transaction and then didn't have the brains to cover your a## for later. WHEN will people learn that you MUST get things in writing so you can provide BURDEN of PROOF.

I'm sorry, Mister, but Discover is not at fault in this case. WE OWN THE ACCOUNT and ALLOW you based on credit, to USE our money as an ADVANCE against money you will have IN THE FUTURE. THAT does NOT obligate us to pay for YOUR mistake in not covering yourself in the BURDEN OF PROOF area. If you didn't know enough to cover yourself in the manner described above, well, it is a good lesson for how you can do so in the future.

I agree with Mimi from SLC. ...when are people going to READ THEIR CARDMEMBER AGREEMENT, TAKE RESPONSBILITY FOR THEIR OWN ACTIONS, etc.

2. YOU are incorrect again in assuming that we should give you the benefit of the doubt and accept your WORD that you cancelled the reservation. AGAIN, sir, refer to BURDEN OF PROOF. The hotel has more proof in the case...they can prove you had a valid reservation (because they are not psychic and they have somehow been given YOUR name, your address and contact phone, your account # and your exp date) and that you DID not show up to enjoy your stay. Now, if someone wants to get revenge on you and they know all your personal information as listed above, well, you may have been defrauded, I agree. However, you were not... you acknowledge you made the reservation. They are not required to prove you did or did not cancel your reservation. They are only required to prove WHY they think they deserve the money. So if you value your money, sir, I would say again and again that it is important that you do whatever you feel is best to protect YOUR interests. Protecting your financial interests is SOLELY your responsibility.

3. For Mike: You state:
Most banks would believe the consumer in this case. (((NOT!! REFER BACK TO BURDEN OF PROOF, SIR. )) The hotel doesn't have any proof that he didn't cancel either. ((NO, BUT IT IS NOT THEIR JOB TO PROVE HE DIDN'T CANCEL...THAT'S HIS JOB)) He certainly didn't ever check in. ((DOESN'T MEAN HE CANCELLED...)) The card company can get their money back from the hotel.((NOT IF THEY HAVE A VALID RESERVATION AND A NO SHOW))) If the consumer follows the dispute process and refuses to pay, the card company will lose the money.((TRUE, BUT IT WILL SHOW ON HIS CREDIT BUREAU AS AN UNRESOLVED DISPUTE...AND TRUST ME, CREDITORS DO NOT AUTOMATICALLY FEEL "SORRY" FOR THE CONSUMER. THEY ARE MORE LIKELY TO SEE HIM AS A CREDIT RISK WHO WILL REFUSE TO PAY WHAT HE OWES OVER A HE SAID/SHE SAID ISSUE))) So which side should they take? ((THE MERCHANTS...BECAUSE THEY HAVE MORE PROOF THAT A TRANSACTION EXISTED)) But Discover seems to have established a reputation to deny almost every claim, ((NOT TRUE...PROVE IT VIA REAL STATISTICS, NOT JUST THE CLAIM OF ONE SOURPUSS WHO DIDN'T TAKE STEPS TO PROVE HIS CASE))and force the consumer to pay, trying to keep as much money as possible.((WE NEVER SAID WE WEREN'T IN THE BIZ TO MAKE MONEY...))
The original poster should have sent Discover a written notice of dispute to exercise his rights under the law. (((AGREED)) Calling is OK to start with, but if they want to play hardball, calling will not preserve your rights. ((AGREED))) Also he should have gotten the hotel to confirm that he cancelled in writing, but who ever does that?((NOT MANY PEOPLE, SO YOU SEE IT REALLY IS THEIR OWN DARN FAULT IF WE SIDE AGAINST THEM!! TAKE RESPONSIBILITY FOR YOUR OWN ACTIONS. DON'T BE IGNORANT AND SAY "BUT YOU NEVER TOLD ME..." BECAUSE YES, WE DID...IN THAT "SELDOM READ" PAPER CALLED THE CARDMEMBER AGREEMENT.
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#3 Consumer Suggestion

There ought to be a law -- wait, there IS a law!

AUTHOR: Mike - (U.S.A.)

Mimi, there is an important difference here between using a check and a credit card. The credit card bank is fronting their money to the merchant until the consumer pays it back. And under federal law, the consumer has a right to refuse to pay back improper charges such as what happened in the complaint.

Most banks would believe the consumer in this case. The hotel doesn't have any proof that he didn't cancel either. He certainly didn't ever check in. The card company can get their money back from the hotel. If the consumer follows the dispute process and refuses to pay, the card company will lose the money. So which side should they take? But Discover seems to have established a reputation to deny almost every claim, and force the consumer to pay, trying to keep as much money as possible.

The original poster should have sent Discover a written notice of dispute to exercise his rights under the law. Calling is OK to start with, but if they want to play hardball, calling will not preserve your rights. Also he should have gotten the hotel to confirm that he cancelled in writing, but who ever does that?
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#4 UPDATE Employee

Discover Card Employees do not deserve your hostility

AUTHOR: Mimi - (U.S.A.)

Working for the credit card industry has opened my eyes to the petty habits of the human race. For every 100 customers I speak with I may actually speak with 1 who read through their Cardmember agreement and understands how a credit card works. I am continually amazed that consumers can assume that just because you use your credit card you are protected from everything. You can't go to your bank after your check is cashed and ask for a stop payment on that check. They tend to forget that they are the ones in control over those cards, and that they also need to take the responsibility to protect themselves, and not leave that up to a customer service representative. Though most issues can be resolved favorably there are still times when the consumer may have to pay the consequences for their own actions.
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#5 Consumer Comment

Thomas, wtf does you working for Qwest have to do with Discover Card?

AUTHOR: Johanna - (U.S.A.)

And I wonder why there are so many posts about Qwest's lack of service. Is lack of reading comprehension and direction following running rampant there?

Maybe you made a simple mistake, but you arent even in the right forum.
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#6 UPDATE Employee

my opinion on qwest

AUTHOR: Thomas - (U.S.A.)

I was reading this article title fraud and cheater. I can't say that it did not get my attention, but when I saw that it was the company that I work for I became upset . First of all the new spirit of service is a great way to redeem our company and to also give back to the community. My friends and co-workers are in the commercials. Not just the stock holders . My boss was in one of them as well ( in his early 30's) and not close to retirement .I dont know what everyones problem is with qwest . If you dont like the service and everyone is mean and rude some h*e why would any one stay with a company who treats people like that . The people on the ads , They are people like you and I who work very hard at our jobs. who are trying to change and to redeem morale and to truly provide legendary customer service to each customer. I just wanted to say that our stock is going up and to those people who think we are going bankrupt , you are truly foolish. Hope you have a truly blessed day .... fellow co-workers of qwest
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