Consumer complaint received 2022-03-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
I received a bill today for a {$400.00} charge to my Kohl 's account. Card ending XXXX there are no statements available on line. there is no itemization of what the charge was for other than ecommerce. the purchase is not in my online transaction history. 

I called and was given the run around by the first rep who said she would update some notes. She could not confirm a fraud report. She said something was opened XX/XX/2022, which happens to be the same day as my bill. 

I asked for confirmation in writing and she refused. I hung up and tried again, this time asking for a US rep. He then transferred me to the XXXX. I do not verify my social security number outside of the US because I would have no recourse or ability to try and stop it overseas - you all at the CFPB should put an end to this practice industry wide as well. 

US agent ended up transferring me to the XXXX where the guy on the phone could not verify my account number because he actually needed my card number. He said he could not confirm anything in writing and that there is no mailing address for fraud reporting and Kohls does not even have a single fraud agent in the US. This is beyond frustrating. 

I want the fraudulent charge removed, all late fees and penalties waived and reversed and the statutory penalties for knowingly and falsely sending me a bill with charges that do not belong to me. 

I also want to note that their online system has always been an issue. Nothing can be resolved from there. I tried to download statements to see where these charges came from or where the items were sent - online credit card site says that there are no statements and no transactions in my history, yet I am being billed. 

This is extremely shady and I am pretty sure Kohls is doing this on purpose. The fact that they want me to monitor a fraud report, that I did not initiate, and then call back in real time to have resulting late fees on top of the fraudulent charges waived- is ridiculous. This needs to be looked at system wide - how they handle their late fees. they seem to be capitalizing on consumer fraud. 

Other notes from my call : XXXX XXXX XXXX XXXX XXXX supervisor No fraud department in the US Reported originally on XX/XX/2022 XXXX Fraudulent Activity was reported XX/XX/XXXX and XX/XX/XXXX they still sent me the bill on XX/XX/XXXX. Supervisor admitted that they know that this was not my charge, and they billed me anyway and the Refuse to give me a writing. At end they say letter is in the mail Refused to remove charge immediately Refused to remove the late charges ( I believe there are 2 ) First rep refused to transfer me to supervisor. 
Advised that there is no way for a US consumer to contact any human being in the Untied States by email, mail or phone to report the fraud. 
Also stated that once the charge is removed it is up to me to call back to remove the late fees and penalties. 
This is absurd. 
I want all fair credit penalties under Federal and State law for this. 
This needs to be stopped.

Company response to consumer: Closed with non-monetary relief