Consumer complaint received 2017-04-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am trying to get a refund from my deceased brother 's Kohl credit card. I closed the account on ~12/23/16 when he passed away. On  XXXX , I found out there is a credit balance of  XXXX  {$740.00}, and I was told to fax the power of attorney document, his death certificate, and a letter explaining that I would like to request a refund to a fax # that they provided.  XXXX  months went by, I did n't receive a check. I called back on  XXXX  & was told to fax the same doc. to a different fax #. Nobody contacted me despite I put my contact # on the cover page to tell them specifically to call me & let me know once they receive the documents & the doc. are indeed what they are looking for. After faxing my doc. to different fax # on  3  different occasions, I contacted the president Kohl office ( corp. office of  Kohl   )  and told them about the frustration of faxing the same doc. over & over again, and they always tell me that I should have faxed over to a different fax # instead. This lady from corp. office is no help either. She just gave me a phone # and asked me to call them to find out what 's the fax # to fax over the executor of estate document. The phone # that she provided is a voicemail, and all I can do is to leave a voicemail. Of course, nobody ever called me back. I tried to call back the corp. office & told the lady that I had no luck in obtaining a fax #. However, this lady did n't return my call either. Customer service is bad from phone center all the up way to headquarters. I then called customer service again today & they told me to fax over the executor of estate doc. to yet another fax #. They said the document I faxed over is incomplete. When I asked what part is incomplete, the rep. just told me to just fax over again. By now, I have faxed the death document, my driver license with my full name, DOB, current address, my brother 's Kohl credit card #, his last  4  of his SS #, his DOB, his Last Will and Testament ( to show that I am the personal representative of his estate, and the trust info to show that I am the trustee. I do n't know what else can I do at this point. If there is no activity on the account since   XXXX   by now, should n't the refund be automatically processed by law? I am being abused by their customer service. Every time when I called them, they asked me who I talked to, what is the fax # I used, and the dates that I fax the doc. I felt like I was being interrogated ; handling my deceased brother account is emotional and frustrating. Of all the credit card companies that I dealt with (  XXXX ,  XXXX ,  XXXX   XXXX   XXXX ,  XXXX   XXXX   XXXX , I did n't encounter any problem except KOHL. They keep on giving me this runaround and tell me to fax over my sensitive doc . ( DL  's #, SS #, address, my brother  's Will etc ) t o different fax #. I waste at least  30mins  each time I call, and the end result is still the same, namely " you need to fax your doc. to THIS  FAX # ).  I am beyond frustrated and I 'd like you to help me and let others know how  Kohl  treat their credit card customer.

Company response to consumer: Closed with explanation