Consumer complaint received 2018-08-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
-Early in XX/XX/2018, from the Kohl 's charge website, I set an automatic payment for {$300.00} to be applied to pay off my total Kohl 's Charge Card balance. The funds were set to come out of my XXXX XXXX checking account. 

-Around XX/XX/2018, I logged in to my Kohl 's charge account to change the checking account from which I wanted the funds to come out of for the XX/XX/2018 payment of {$300.00}. 

- Since the Kohl 's Charge website software did not allow for 2 banks to be listed as source of funds for checking account withdrawals at the same time, I first needed to cancel the scheduled payment for XX/XX/2018, then delete my XXXX XXXX checking account as the source of funds for payments, add in my XXXX XXXX checking account info to have it on file as the source of funds for making Kohl 's charge payments, and finally, reschedule a new payment to be made on XX/XX/2018 for the same amount of {$300.00}. 

-Everything looked fine on their website when I checked a couple of days later to make sure that there was in fact only one payment scheduled for {$300.00} on XX/XX/2018 from my XXXX XXXX Checking account. 

- I checked again on the actual due date of XX/XX/2018 when the payment was scheduled to be made and to my surprise I noticed that there were now 2 payments pending, each for {$300.00}, one from the old XXXX XXXX checking account and the other from the new XXXX XXXX checking account. 

- I called the Kohl 's charge Customer Service number to tell them what happened and ask them to either reject or reverse the duplicate {$300.00} payment which I had canceled but had somehow still showed pending to clear. I was told that there was nothing they could do at this point and I needed to request a refund by check back from them after both payments cleared. I was originally told it would take between 10 and 14 business days total to receive the refund. 

- As a result, my Kohl 's Charge has shown a negative balance since then, but instead of a - {$300.00} balance, it only shows a - {$220.00} balance due to them calculating in a later purchase that was made after the closing cycle of the {$300.00} balance. 

- After waiting 10-12 business days and still not getting my refund check from Kohl 's, I escalated the problem to the " Office of the President '' at Kohls corporate and received a call from their office on XX/XX/2018. They told me that a refund check was issued to me on XX/XX/2018 and should have been in the mail by XX/XX/2018. The rest of the time would depend on the speed of the post office delivery. So, at one week later ( on XX/XX/2018 ) not having received the check in the mail yet, I was told that they would resend it immediately and this time I should receive it in only 1-2 more business days. 

- As of today, XX/XX/2018, after waiting a total of 19 business days, I still have not received the refund check. I know that they have my correct address on file since I also requested a new replacement Kohl 's charge card on-line through their website on the same day I spoke with the person at the " Office of the President '' and that new charge card was in my mailbox after only 2 business days afterward. ( I guess sales is a higher priority than refunds ).

Company response to consumer: Closed with monetary relief