(USA)
Here’s a condensed version of my CFPB complaint that captures the key events. (dates and values are rounded for privacy). I also got a letter the next day of my complaint stating "we can't reopen the case without further information".
Summary of Complaint
On late February — 2025, I lost my Discover card during international travel at airport, which caused
unauthorized charges of $16,000 starting February –, 2025 (few days later after losing the card). I reported the fraud in early March,
well within the Fair Credit Billing Act (FCBA) timeframe. Discover repeatedly denied my legitimate claim
based on unsubstantiated reasons (including an erroneous I-94 reference), ignored evidence, failed to
provide required written explanations, and improperly threatened credit reporting causing a distressing
five-month ordeal.
Timeline of Events and Procedural Failures
Early March 2025*: Reported fraud within days of noticing charges. Discover issued provisional credit.*
July 2025: Discover reversed the provisional credit and denied the claim, citing a vague "social media
engine" placing me at the transaction location, which I disputed as I was abroad. They requested travel
proof; I sent passport photos with stamped pages and an Airlines letter via certified mail (Discover
doesn’t accept email).
August 2025*: Received a letter denying the claim, stating "no fraud has occurred on your account"*
without explanation, violating FCBA transparency rules.
August 2025*: Called; Discover re-denied the claim, citing 2 reasons (1) past fraud claims, deemed*
"highly suspicious" but irrelevant under FCBA, and (2) no I-94 travel records, but inapplicable to U.S.
citizens. About one hour later, I called back, clarified I-94’s irrelevance, and they reopened the case but
then started to question my timely reporting, asked how I lost the card, and "highly suggested" a police
report (first raised after 5 months). A supervisor was denied due to "Saturday staffing." They refused
provisional credit or payment extension, causing a missed ~$300 minimum payment on August and a
$700 minimum payment due on September 6, 2025, violating FCBA.
August 2025*: Followed up; no progress. Requests for relief (provisional credit or payment*
extension) were denied after multiple transfers, with pressure to pay disputed amounts.
August 2025*: A representative claimed denial, but a supervisor clarified the case is still open,*
escalated to "higher-ups" and "out of our hands". No relief was offered; they warned a 60-day
delinquency would be reported if the $700 payment is unpaid, despite the active dispute, violating
FCBA.
Discover's FCBA Violations and Unjust Actions Baseless Denials*: Cited inconsistent, illogical reasons ("social media engine," I-94 records, past frauds).*
Ignoring Evidence*: Disregarded passport and Airlines letter proving I am abroad.*
Lack of Transparency*: August letter lacked required explanation.*
Misconduct in Communication*: Questioned integrity, shifted burden (e.g. 5-month delayed police report*
suggestion), and failed to accommodate overseas communication (insisted on U.S. number).
Improper Credit Reporting Threats*: Threatening 60-day delinquency on disputed charges violates FCBA.*
Harm Caused by Discover's Actions*: Discover's delays, denials, and uncooperative conduct caused*
significant emotional distress, exacerbating my diagnosed general anxiety disorder. The denial and
threat of negative credit reporting risk financial and credit harm.
The dates in this complaint are based on the best recollection of events. Some dates may have minor
discrepancies due to the timeframe and stress. The account's substance is accurate and supported by
the documentation.
What would be a fair resolution to this issue?
Requested Resolution
Reversal of the $16,000 unauthorized charges, including all fees and interest.
Reinstatement of provisional credit during the investigation to eliminate payment demands.
Correction of any negative credit reporting, including the $300 missed August payment and any
delinquency.
If provisional credit is not promptly reinstated, extension or adjustment of the $700 minimum payment
due September 2025.
Email-only communication via the CFPB portal, as I am currently overseas.
They responded:
COMPANY'S INTERIM RESPONSE
We are currently investigating the consumer's concern, and additional time is needed. Upon completion of the investigation, a detailed response will be uploaded to the CFPB portal and sent to the consumer.
—
Based on the way they've been treating me, I assume they will just stonewall me again. I was looking into arbitration, but the stats look horrifically biased.
Lost my bag while traveling, $16K in fraud charges, Discover says it’s not fraud. What now?
byu/Turnover-Annual inpersonalfinance
Posted by Turnover-Annual
9 Comments
Haven’t read all that but it wont matter. If you have complained to the provider and they have given a final response you are not happy with you can escalate this to an Ombudsman or mediator and let them review the decision.
Did you file a police report?
Cfpb is worthless now. Need to complain to the OCC since they regulate caponediscover
You definitely should have filed a police report. And you can still do so now just so that you can submit it to them. They really only asked for that so they can charge you with fraud and filing a false police report. If they find out more information that would prove that you’re lying. But they like to have it because their internal system systems require it. You should deep dive and figure out if you need to file an arbitration or reach out to something like in obunsman
So did you file a police report or not?
Lost your whole bag and didn’t report it to the police or called to report the cards missing? You can literally go on your phone and turn the cards off online. You literally just shrugged it off and waited until the following months to report it??
You also don’t elaborate in those past claims, only making this more suspicious. If this has happened to you before, you should know the basic steps of the police report and reporting the cards being missing with your bank. Moreover, you would have learnt to set out alerts or maximum spend limits on the cards. This sounds like a scam where you just gave someone your card before leaving the country.
Why did you not immediately report the card lost. This raises alot of suspicion right there.
On one of my overseas trips my wallet was stolen including two credit cards. I reported the theft to the two banks, within an hour of the theft. They cancelled the cards and no unauthorized charges were made, so I was out only the cash in the wallet. Because of their sensible responses, I still bank with both.
On another overseas trip an unauthorized charge was made to my American Express card. This was in the days of having to sign for every charge. My signature was forged by the night manager of the hotel where I was staying. I filed a dispute and was denied. That ended my relationship with American Express.
The point is that banks have their own ways of doing things. Some seem to look after their customers. Some seem to look after the merchants. All have fraud management “criteria” so it is best to avoid any of the red flags.
Timely reporting is essential. The real trick is to have purchase alerts set up, and to monitor them. If you catch it quickly, while the charge is still pending, the transaction can be blocked and you won’t lose anything. I get timely text or email alerts for every credit card charge above $20 and for every international transaction.
Even so, given stories like the OP’s, helps to also have fraud and identity theft protection. Mine covers up to $1m in losses. Note many such “protections” do not actually cover losses, but help you make claims. Mine ( Norton Lifelock ) actually does cover losses.
What was the nature of the 16k in charges?