Consumer complaint received 2018-09-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Credit card or prepaid card
Sub-product: Gift card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I purchased 2 giftcards at my local Kohls in XXXX, Georgia on XX/XX/2018 for {$100.00} each, equalling {$200.00}. I used my Kohls charge card to purchase them. 

The giftcards were originally a gift, but that didn't work out because of personal problems. Since returning giftcards is not an option, I decided to sell them on XXXX. They sold on XX/XX/2018 for a discounted price of {$90.00} each, totaling {$180.00}. A few days later, I shipped the physical cards and original receipt with proof of purchase to the buyer located in Illinois. According to tracking, the buyer physically received the cards XX/XX/2018. 

Around XX/XX/2018, the buyer opened a case against me claiming that the gift card balance was {$0.00} on both cards. I called XXXX thinking the buyer scammed me, providing all information, but they could do nothing about it. I then decided to call Kohls to see what was going on. In my original phone call, the representative stated the cards were actually used the DAY AFTER I bought cards IN STORE in XXXX. There was no way the buyer used the cards, because that day, they were still in my possession. So, XXXX decided to close the case, and {$200.00} was taken out of my person checking account to reimburse the buyer. The buyer sent the original cards back to me as well as the original receipt. 

I was promised replacement cards from Kohls NUMEROUS times. I've had 4 or more different phone conversations with them about this. Every time I call, I am promised someone will " email me '' regarding the replacement cards and a decision in this case. I was given case numbers and the run around for nearly 2 and a half months. 

Today ( XX/XX/2018 ), I finally was told that they could do nothing and that this was " not their problem ''. They said they have no idea what to do, have never heard of this problem before, and that it was new to them. I was baffled. As a large retail company, they should find every and all answers to this problem so that it will never happen to anyone else. I cant believe I was told and promised so many different things from this company, and after nearly 3 months, they claim there is nothing they can do. 

I treat this the same as I would fraud and unauthorized transactions on a credit card. This is STEALING and SCAMMING. Someone out there is some how stealing people 's giftcard information and using them for their own. I willingly told Kohls to open an investigation, view video camera footage to see who used them and to take action! This was NOT me. Kohls even tried to " kindly '' accuse me of giving the card information to someone in XXXX and they used it in store. I then asked if you needed the actual physical card in store to use a gift card. I was told the only way that could happen is if it was an e-gift card, but other wise, yes, you would need the physical card. If I bought the cards here PHYSICALLY in XXXX, Georgia on XX/XX/2018 at XXXX XXXX ( on the receipt ), and you need the physical gift card in hand to use in store, HOW did the giftcard get used in XXXX on XX/XX/2018? I'm sure you see the problem here - there is NO way. 

This is not my responsibility, this is something that happened on Kohls ' end some how, or someone knows of a way to scam with giftcards. I want replacements. I'm not even asking for my money back. I want Kohls to take action and SOLVE this problem, not tell me " theres nothing we can do sorry ''. I am blown away by how unprofessional, uncaring, and unwilling this company is. It seems if it doesnt benefit them, they do not care. 

I should receive my replacement cards from Kohls, and Kohls needs to take action in finding out WHO committed this fraudulent activity, HOW it happened, and needs to take steps in preventing it from happening again. That is what a big retail company should do.

Company response to consumer: Closed with explanation