Consumer complaint received 2021-11-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
SUBJECT : KOHLS ACCOUNT PAYMENT CANCELLATIONS NOT BEING COMPLETED CAUSING OVERDRAFT FEES IN CHECKING ACCOUNT AND ISSUES WITH KOHLS CHARGE On XX/XX/2021 I completed the following two actions Via the Kohls charge website I updated my payment account information I received an email confirming the change to banking information I removed checking account ending XXXX ( Routing XXXX XXXX XXXX ) I added checking account ending XXXX ( Routing XXXX XXXX XXXX ) I remitted a payment for {$27.00} from XXXX to apply on XX/XX/2021 Via phone I contacted their customer service team to update my address for my account I changed my address from XXXX XXXX XXXX, XXXX OH XXXX to XXXX XXXX XXXX XXXX XXXX XXXX, XXXX OH XXXX o I also asked the rep while I was on the phone with him if he could see where I had updated the payment account information and addressed my concern that the payments previously remitted under account XXXX needed to be cancelled Those payment amounts were {$27.00} and {$30.00}. The representative assured me that since the account ending XXXX had been removed from the online payment options the payments would not process o The representative indicated the payments didnt need to be cancelled XX/XX/2021 The payments did process from account XXXX and caused two {$32.00} overdraft charges in my checking account, as well as, the debits for - {$27.00} and- {$30.00}. I was also charged and Insufficient Funds fee from Kohl 's. 

XX/XX/2021 I, again, contacted customer service regarding the issue with the payments remitting from checking XXXX even though I had been assured they would not be processed. The representative said I would have to contact my bank and dispute the payments. I advised him that the payments are showing on my Banks end as insufficient funds, and they will not clear this for me. He again indicated I needed to contact my bank. 

I then asked the rep for the FCBI address after several minutes, 3 on holds and several times me advising the customer service rep that FCBI stood for Fair Credit Billing Inquiries he finally was able to locate and provide this FCBI address. He then said he was sorry for the delay, but the people in Customer Service dont know what FCBI is. 

I am asking for the two payments to be cleared to not show as insufficient funds, and IF they do Please do not charge my account for Insufficient funds charges. This was not my error. I acted in good faith and with due diligence to fix the situation before it could happen the payments should have been cancelled when I removed the checking account from the online payment information as the rep said -- - or -- - he needs to be updated that he gave incorrect information. Someone should have been able to assist me in cancelling those two payments XX/XX/2021 when I asked. 

Please make sure my Kohls account does not suffer delinquency or extra fees because of this issue. 

XX/XX/2021 I checked my statement information in the MyKohlsCharge site and there is an insufficient funds charge for {$25.00}. I want that to be removed and any indicators on the account regarding those two payments being NSFs. The rep XX/XX/2021 assured me that the payments would not transact since I had removed my banking information. I called today and the rep said there is no way the insufficient funds fees can be removed. 

I want this updated. 

My bank will not adjust the fees that were caused by your reps misinformation. I specifically asked him on XX/XX/2021 to cancel the payments, and he said they did not need to be cancelled. That is on your call center. 

I want this {$25.00} adjustment And I want a credit on my Kohls account for the {$64.00} in returned check fees I was charged by my bank for your representatives error.

If this is not corrected my next communication will be to the CFPB and the Attorney Generals office regarding a complaint and the misinformation from your call center. I will also mention how the rep I spoke to on XX/XX/2021 had no idea what an FCBI address is or why I would want that. 

Please assist. 

I have been a good Kohls customer, and I do not deserve to have my requests overlooked/denied.

Company response to consumer: Closed with monetary relief