Consumer complaint received 2022-02-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I ordered a ring 4 times and never received it, ring kept getting mailed to the wrong address. Kohls stated that it was USPS error, I suggested for them to contact the vendor to make them aware and they said they could not do that. I also suggested for them to call the shipping department to avoid this from having again and again, they said the best they can do is email them. I expressed to the Kohls representative that an email will probably not avoid this from happening, I also recommended for them to ship to the store, they could not do that either. The orders are in the process of being refunded but it is not being refunded fast enough where I may incur finance charges and interest on these charges from my credit card. Due to the negative experience they provided me a cash Kohls that continues not to work, a few times! I have called to report this issue several times and these issues continue to be unresolved to date. The last representative XXXX XXXX XXXX stated there is an issue with their systems and decided to reprocess another cash Kohl 's, he was guided by supervisor named XXXX. I suggested for the cash Kohl 's to be entered into directly into my Kohls account and XXXX said that would not be possible and that they can only process another Kohls cash. It seems like the customer service department at Kohls really does not resolve any issues but continuously creates issues on top of the existing issues! I just started to be a customer at Kohls and I am certainly not encouraged to continue giving my business and time to Kohls. No one is able to resolve anything from the customer service department to the corporate department! They have a non working phone number on their website and when I entered my negative experience to the XXXX they were not able to resolve my issue but provide only an apology! I hope sharing my negative experience will help Kohl 's to change their internal processes to make things better for the customer and not continue to put barriers in getting things resolved much sooner and efficiently. 

Apologizing is fine which I have heard numerous times from the different customer service representatives at Kohl 's. However, their response to my complaints is not a resolution and at this time I am looking for a resolution from Kohls corporate office since my numerous attempts to your customer service department has not done so to date! In the many conversations I had with your customer service representatives I was advised to call USPS to intercept the package and make any necessary changes for the package to get tome which has caused me {$25.00} to do. I have the email from the USPS, proving the error from Kohls and the charges I have paid to get my package once and for all! I am requesting for Kohls to absorb this cost as this is the 5th time I havetried to get my paid merchandisefrom Kohls! Today they are charging my credit card for charges not authorized and my Kohl 's account has a Kohl 's credit card account that I do not own! All these issues really need to be investigated they are experiencing internal computer issues which is compromising customers information!

Company response to consumer: Closed with monetary relief