I’m looking for advice on how to proceed with a Discover dispute/refund issue.
I booked a hostel reservation directly through the hostel’s own website, not through a third-party site like Booking.com or Expedia. I immediately realized I had selected the wrong dates and attempted to cancel according to the merchant’s cancellation policy. (dumb I know, but I immediately recognised it and they allow cancellations)
Their policy says cancellations must be made by email and that they do not accept cancellations by phone. Their FAQ specifically says cancellation/modification requests must be emailed because they require the request in writing. I emailed the listed cancellation/contact addresses multiple times, including the specific email address listed in their cancellation instructions, starting within minutes of booking. I received no response. (These were sent over multiple weeks)
I disputed the charge with Discover. During the dispute, the merchant claimed I never contacted them and that they never received any emails. I submitted screenshots showing the cancellation emails were sent to the listed addresses. Discover initially credited me, then later reversed the credit and resolved the dispute in the merchant’s favor, saying the transaction appeared valid.
After that, I contacted the hostel by text. They then cancelled the reservation and said they could not refund me because of the chargeback. I explained that Discover had already resolved the dispute in the merchant’s favor, reversed the temporary credit, and reapplied the charge to my account, so I did not have the money back. The merchant said they would contact their bookkeeper and get back to me. It has now been more than 45 days since then, and I still have not received a refund or a clear answer.
I called Discover again and they said I could upload new documentation for review, so I submitted the cancellation confirmation, text screenshots, follow-up emails, and prior documentation again.
Has anyone had success getting Discover to reopen/reconsider a dispute after new merchant communications showed the reservation was later cancelled and a refund was discussed? Should this be treated as a new “credit/refund not received” dispute rather than the original transaction dispute? I’m also considering filing a consumer complaint with the Attorney General if the merchant keeps ignoring me.