Consumer complaint received 2019-08-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
Product: Credit card or prepaid card
Sub-product: Store credit 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

Complaint:
XXXX : KOHLS STORE XXXX XXXX EMAIL : XXXX CONTACT PHONE NUMBER XXXX On XX/XX/19 I purchased 2 pieces of jewelry that totalled {$49.00}. I continued shopping and then realized that I did not use a 20 % off coupon that I had. I went back to the jewelry counter and explained this to the clerk. I asked her if she could void the first purchase ( in amount of {$49.00} ) and ring the items through again, applying the 20 % off coupon and she said yes, she was able to do that. The second, correct transaction came to {$30.00}. I received my XXXX statement and both amounts were showing on it - {$49.00} and {$30.00}. I immediately called Kohls and placed a dispute on my account. OnXX/XX/19 I received a letter acknowledging the dispute and advising that I would be contacted with a resolution within 60 days. Yesterday,XX/XX/19 I again called Kohls and spoke to CSR Badge # XXXX. She was clueless, even though I explained the situation to her, which is not odd considering the caliber of customer service that Kohl 's continually offers. Customer Service has been an ongoing problem, I am not sure what causes the sub-standard customer service with Kohls but it is a repeated, ongoing problem. Nobody understand the situation even though it has been explained to them repeatedly AND all of the notes are clearly in my file. 

CSR Badge # XXXX did not understand what I was saying and obviously she lacked the skills to read the file and figure out what was going on. I then spoke to Manager Badge # XXXX, XXXX, who was just as, if not more clueless than previous CSR. He kept telling me there was no " duplicate charge '' - even though the original complaint included the facts, that the second transaction was done because I did not use a 20 % off coupon, so the amounts were not going to be the same. It can still be a duplicate charge even if the amounts are different, the charges were for the SAME ITEMS. I again explained to this Manager what happened and again he just couldn't absorb the situation. He told me no adjustment would be made " because there was no duplicate transaction ''. Today, XXXX/XXXX/19 I called Kohls back and requested, in writing, the resolution letter that was promised to me, within 60 days, on XXXX/XXXX/19. CSR Badge # XXXX again had absolutely no clue and again told me there was no " duplicate charge ''. I then spoke to Manager Badge # XXXX and she told me the resolution letter had been sent to me already, I told her I did not receive it and asked to have a copy sent to me. She said she could not do that for me, that the letter came from the " back office '' and she did not have access to it. I asked if she could contact them and get me a copy and I was told " she had no extension to contact the back office ''. I asked if she could provide me with the contact information so I could call them and she said no, she had no contact number or information. I told her by law I needed to be sent that letter and she said that wasn't true. I then hung up the phone. 

Even though I clearly explained what happened with the transactions on XX/XX/19 and provided the 2 different amounts I was charged and why, which should have been in my notes, not one CSR or Manager I spoke with could grasp this information, all they could say was " THERE WAS NO DUPLICATE TRANSACTION ''. When I AGAIN explained the situation and gave the amounts, these sharp Kohls CSR and Mgr. could not grasp it. I have not been given the resolution letter, violating my rights and I have no way to obtain this or speak with somebody that has even a shred of common sense or able to perform their job. I demand, at the very least, that I receive that resolution letter and I would also request that somebody with some common sense and able to understand English review my account to see that indeed I was charged double for the same items.

Company response to consumer: Closed with monetary relief