Consumer complaint received 2017-06-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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 sent this email today, XX/XX/XXXX, since Kohl's had not resolved the problem.
Dear XXXX XXXX,
I received a call from XXXX on Saturday, XX/XX/XXXX. She assured me that she would correct the situation, by changing the minimum amount due. I emphasized that I was greatly upset by it saying that my account was past due, which it is NOT, and that this notice was from a debt collector. She again assured me that all would be corrected.  I gave her until today, XX/XX/XXXX,  then checked it. She may have changed the minimum amount due, which had nothing to do with anything, since I plan to pay it in full by XX/XX/XXXX the date due, however my account still shows:

Your account is past due.	              	Make Payment Now
This summary reflects the most current account information.
Account Number :	XXXX	Update Contact Information
Primary Cardholder :	XXXX Email Address :	XXXX Statement Delivery Method :	Electronic Only	 
Balance as ofXX/XX/XXXX:	$ XXXX	View Transactions
Available Credit :	$ XXXX	Credit Limit :	$ XXXX	Request Credit Line Increase
Minimum Payment Due :	$ XXXX	Make A Payment
Payment Due Date :	XX/XX/XXXX	View Payments
Last Payment Amount :	$ XXXX 
Last Payment Posted :	XX/XX/XXXX	Last Statement Balance :	$ XXXX 
Last Statement Date :	XX/XX/XXXX 	 

***This is a communication from a debt collector and is an attempt to collect a debt. Any information obtained will be used for that purpose.***


I called XXXX and apparently she is gone untilXX/XX/XXXX  Since the situation has not been handled I am filing a complaint with the Consumer Finance Dept. Evidently this is just too big a problem for Kohl's to correct. Kohl's finds it very simple to XXXX up my account, and they claim they will correct it, but they don't.

Thank you, XXXX -----  Forwarded Message -----
From: XXXX To: "XXXX" ; "XXXX" Sent:  Friday,XX/XX/XXXX,  XX/XX/XXXX XXXX XXXX Subject: Fw: Return at XXXX store/ Customer "service" phone call/ SECURE MESSAGE CENTER LACK OF READING COMPREHENSION [Incident:XXXX]

Dear XXXX XXXX:

Apparently the situation was not resolved. I received the email "A friendly reminder" below yesterday.   Evidently your system does not understand that this was handled. My statement does not show the $XXXX return as clearing out last month's balance, apparently. The amount I owe, shown online, is correct, yet my account is shown as past due and that I "missed my most recent payment" last month.  I did not miss any payment. The two payments I made online and the return I did at the store, more than cleared that month's balance.  

Last month the amount I owed was $XXXX
I paid $XXXX onXX/XX/XXXX I made a return of $XXXX on XX/XX/XXXX I paid $XXXX onXX/XX/XXXX 
Therefore my balance was XXXX


I owe $XXXX, which is due XX/XX/XXXX and it is NOT past due.  I am getting very tired of this situation, and having to deal with Kohl's errors and lack of thoroughness.  I am strongly considering cancelling my Kohl's account, as me having to do Kohl's accounting work to correct their errors on my account, wasting my time researching this, writing you emails, hoping that Kohl's will finally get it together and fix this accurately, gives me nothing but XXXX XXXX XXXX. I will tell you, that my account had better not be reported to the credit agency as late.

I've been doing everything I am supposed to do, paying my account in full every month, being a good customer, yet Kohl's is doing its very best to try to XXXX me over.  Please see below and get back to me ASAP.  I will file a complaint on Monday,XX/XX/XXXX, with the Consumer Finance Department, if this is not resolved immediately. It's ridiculous for such a large company to be so incompetent.  I have never had any problem like this with any other credit card company or department store. Only Kohl's. It makes Kohl's employees look extremely unskilled and totally unconcerned about what their customers have to deal with due to their irresponsibility.  I do not like having to deal with a company like that. Imagine if every store credit card was like Kohl's, XXXX up their customer's accounts, and totally untrustworthy as to the status of their customers' accounts.

I could not save the pdf file of my bill due XX/XX/XXXX, which does not show the return of $XXXX, so I copied it into Word. It is attached.  

Thank you, XXXX A friendly reminder

Kohl's XX/XX/XXXX at XXXX XXXX 
To XXXX
Message body
 
ACCOUNT SUMMARY
Account ending in XXXX Balance:
$XXXX
XXXX...,

We hope you are enjoying the great benefits your Kohl's charge has to offer. We have noticed you missed your most recent payment. We understand this may be an oversight and we would like to help you avoid future fees. Please utilize one of our convenient methods to the right to make your payment or contact our team of specialists to update your account information.


















I checked my account online. I owe $XXXX  which is due XX/XX/XXXX. Today isXX/XX/XXXX. So it is not past due.  It is still seeing that I owe my previous balance, which was paid online, and by my return to the store, which the store did not handle correctly, but which supposedly was corrected by XXXX at the Office of the President . What my account shows online:



Your account is past due.
              
Make Payment Now
This summary reflects the most current account information.
Account Number :
XXXX
Update Contact Information
 
Primary Cardholder : XXXX Email Address : XXXX 
 
 
Statement Delivery Method :
Electronic Only
 
 
Balance as of XX/XX/XXXX :
$ XXXX 
View Transactions
 
Available Credit :
$ XXXX
 
 
Credit Limit :
$ XXXX Request Credit Line Increase
 
Minimum Payment Due :
$ XXXX
Make A Payment
 
Payment Due Date XX/XX/XXXXView Payments
 
Last Payment Amount :
$ XXXX
 
 
Last Payment Posted :
XX/XX/XXXX Last Statement Balance :
$ XXXX
 
 
Last Statement Date :XX/XX/XXXX ***This is a communication from a debt collector and is an attempt to collect a debt. Any information obtained will be used for that purpose.*** Transaction History
	Welcome, XXXX  ( XXXX ) 
Messages: 0 New View transaction details for:	Print Friendly Version 

Transactions	
Search Transactions:	

Search Transactions
		Search		
View All

Trans
Date	Post
Date	Transaction Description	AmountXX/XX/XXXX	RTRN RVRSL AT XXXX XXXX STORE	$XXXX XX/XX/XXXX	XX/XX/XXXX	*INTEREST CHARGE* PURCHASES REFUND	$XXXX





Online Payment
*Required Field
Click Account Name to View /Delete payment account.
 	Account Name	Verified	Routing #	Account Number:	Name as it appears on check
XXXX XXXXYes	XXXX
Pay this amount*:	
minPayAmount
Minimum Payment Due	$XXXX  	
lastStmtTotalBal
Last Statement Total Balance:	$XXXX 
 	 	(Total Balance from most recent statement does not reflect changes or credits since your last statement.)
 	
currentBal
Current Balance:	$XXXX
 	 	(Current Balance does not reflect statement balance.)
 	
otherAmount
Other Amount $:	

 	 	(no commas = e.g. enter XXXX for $XXXX)
Payment Date*:	
payDate
Payment Due Date:XX/XX/XXXX today
Today   (You may submit a payment for 'Today' until XXXX XXXX CT.)
 	
otherDate
Other:	

 	/	 	

 	/	 	

  Pick a date  	(mm/dd/yyyy)	
 	 	Payments may NOT be postdated more than 180 days.
Confirmation email*:XXXX  	Changes to your email address will not update your online profile email address.
Submit	Reset	Cancel






----- Forwarded Message -----
From: XXXX To: Kohl's Customer Support  
Cc: "XXXX" 
Sent: Thursday, XX/XX/XXXX XXXX XXXX
Subject: Re: Return at XXXX store/ Customer "service" phone call/ SECURE MESSAGE CENTER LACK OF READING COMPREHENSION [Incident:XXXX]

Hello,
I wanted to let you know that I spoke with XXXX, who said she was calling from the President's office, and she assisted me and was very helpful. It appears from looking online at my account, that the situation has been resolved. 

Thank you, XXXX From: Kohl's Customer Support 
To:...XXXX 
Sent: Friday, XX/XX/XXXX XXXX XXXX
Subject: Return at XXXX store/ Customer "service" phone call/ SECURE MESSAGE CENTER LACK OF READING COMPREHENSION [Incident:XXXX]



 
 Response
We have received your email message with the subject:
 
Return at XXXX store/ Customer "service" phone call/ SECURE MESSAGE CENTER LACK OF READING COMPREHENSION
 
We will respond to you as soon as possible.
 
Thank you,
 
XXXX Escalated Team
 
CONFIDENTIALITY NOTICE: This e-mail is intended solely for the person or entity to which it is addressed and may contain confidential and/or privileged information.  Any review, dissemination, copying, printing, or other use of this e-mail by persons or entities other than the addressee is prohibited.  If you have received this e-mail in error, please contact the sender immediately and delete the material from your computer.
 

 Discussion Thread
 Customer By Email (XXXX  )	XX/XX/XXXX XXXX XXXX
Since no has yet responded to my previous email, I will share with you the "secure message" replies I received to the secure messages I sent yesterday morning.

Does this look like "help"? 

"I am happy to assist you today. Please know that for any order inquiry, you will have to contact Kohls.com directly. You may email them at XXXX or call their Customer Service Contact Center at XXXX."    Am I asking about an ORDER?   Does it even look as though they read what I wrote?  No, they just copy and paste telling me to call customer service and blah blah blah.  "I hope this information is helpful."  No, it is not.  "We appreciate the time you took to contact us [NO, YOU DON'T] and look forward to serving you again."  You haven't served me yet, how are you going to serve me "again?"

Kohl's "Secure Message" is so secure you will NEVER get an answer.

By the way, your website XXXX.  You cannot  go to the "next" message, you have to go back to the message center and click on another message. You cannot reply to any of these messages  You have to start all over. So that a new person will never know what you are talking about. Which doesn't matter, as no one even reads them.

User Name:	XXXX Submitter Name:	XXXX

Subject:	Other

Message:	XX/XX/XXXX XX/XX/XXXX EXXXX # XXXX $XX/XX/XXXX XX/XX/17 XX/XX/17 THANK YOU FOR THE PAYMENT $XXXX XX/XX/XXXX XX/XX/XXXX THANK YOU FOR THE PAYMENT $-XXXX XX/XX/XXXX XX/XX/XXXXXX/XX/XXXX LATE FEE $XXXX I'M NOT PAYING ANY LATE FEE.

Status:	Completed

Memo:	
Thank you for contacting Kohl's regarding your Kohls.com order. I am happy to assist you today. Please know that for any order inquiry, you will have to contact Kohls.com directly. You may email them at XXXX or call their Customer Service Contact Center at XXXX. Representatives are available daily from XXXX XXXX to XXXX XXXX. Hours of operation may vary and are subject to change. I hope this information is helpful. We appreciate the time you took to contact us and look forward to serving you again
XXXX 
Submitter Name:	XXXX

Subject:	Other

Message:	It is XX/XX/XXXX. It has been MORE THAN 48 HOURS. Still THE RETURN does not SHOW UP. I AM NOT PAYING INTEREST BECAUSE MY BALANCE FOR THAT MONTH SHOULD BE BELOW XXXX.

Status:	Completed

Memo:	Thank you for taking the time to contact us regarding your return. I appreciate the opportunity to review your concern. In order to fully research this matter, we will need more information. Please call our Customer Service Contact Center at XXXX so that we may assist you further. Kohl's Customer Service Representatives are available Monday through Saturday, XXXX XXXX to XXXX XXXX,  and Sunday, XXXX XXXX to XXXX XXXX Central Time. Hours of operation are subject to change. I apologize for any inconvenience this matter may have caused. We appreciate the time you took to contact us and look forward to serving you again. Have you signed up for XXXX Rewards yet? Enhance your shopping experience at Kohl's with 8 offers a year, a birthday gift, opportunities to earn bonus points, and $XXXX coupons for every 100 points you earn. For more information or to enroll visit our Kohls.com Customer Service page.



User Name:XXXX 

Submitter Name:	XXXX 
Subject:	Other

Message:	It's been MORE THAN 48 HOURS. STILL NOT SHOWING UP. WHAT IS THE PROBLEM. I AM NOT PAYING ANY INTEREST ON THIS BECAUSE I OWE XXXX. previous MESSAGE - since you don't allow REPLIES I made a return on XX/XX/XXXX. It still does not show up on my account as of today. However, I made a payment yesterday XX/XX/XXXX, and it shows "pending." Please advise why the return doesn't show up. Status: Completed Memo: Thank you for taking the time to contact us regarding your recent payment for your Kohl's Charge account. I do understand your concern and I appreciate this opportunity to assist you with your payment. I have found that your payment has been received, and still on pending status. Please allow 24 to 48 hours to be posted on your account. I hope that this information is helpful. We appreciate the time you took to contact us and look forward to serving you again. Ha

Status:	Completed

Memo:	Thank you for taking the time to contact us regarding your Kohl's Charge account. I am unable to assist you via email with the information provided. Please call our Customer Service Contact Center at XXXX so that we may assist you further. Kohl's Customer Service Representatives are available Monday through Saturday, XXXX XXXX to XXXX XXXX, and Sunday, XXXX XXXX to XXXX XXXX Central Time. Hours of operation are subject to change. I apologize for any inconvenience this matter may have caused you. We appreciate the time you took to contact us and look forward to serving you again.



----- Forwarded Message -----
From: XXXX
To: XXXX  
Cc: XXXX 
Sent: Thursday,XX/XX/XXXX  XXXX XXXX 
Subject: Return at XXXX store/ Customer "service" phone call

To Whom it  May Concern:

I ordered some shoes online from Kohl's on XX/XX/XXXX.  The total on my Kohl's charge for the shoes was $XXXX.  I had a previous in store (XXXX, Texas) charge for $XXXX.  I paid the $XXXX online on XX/XX/XXXX. I returned the shoes to the store in XXXX Texas, that same day, XX/XX/XXXX. I was "helped" by a XXXX XXXX girl who did not seem to know what she was doing. I asked why my return amount was $XXXX instead of what I was charged $XXXX. She called a young man over and he said it was Kohl's cash. I was not sure if I had used the Kohls cash, on a later purchase, or not. She gave me a receipt that says $XXXX-. I then made a payment of $XXXX onXX/XX/XXXX to cover the "Kohls cash" that was taken away from me. I checked my account for the return of $XXXX made on XX/XX/XXXX, and was not showing up.  I did a secure message, the next day, XX/XX/XXXX, when it still did not show up:

I made a return on XX/XX/XXXX. It still does not show up on my account as of today. However, I made a payment yesterday XX/XX/XXXX, and it shows "pending." Please advise why the return doesn't show up.

Status:	Completed

Memo:	Thank you for taking the time to contact us regarding your recent payment for your Kohl's Charge account. I do understand your concern and I appreciate this opportunity to assist you with your payment. I have found that your payment has been received, and still on pending status. Please allow 24 to 48 hours to be posted on your account. I hope that this information is helpful. We appreciate the time you took to contact us and look forward to serving you again. Have you signed up for XXXX Rewards yet? Enhance your shopping experience at Kohl's with 8 offers a year, a birthday gift, opportunities to earn bonus points, and $XXXX coupons for every XXXX points you earn. For more information or to enroll visit our Kohls.com Customer Service page.

The reply is above, received today,XX/XX/XXXX. It did not address my question about the return, it said nothing about the return, it was referencing the payment I made, plus a lot of unnecessary and annoying blah blah about XXXX rewards. Obviously, it has been more than 48 hours since the return. But whoever answers these messages didn't bother to notice that.

So I did three more "secure messages" this morning, XX/XX/XXXX.   I then checked my account and noticed I had been assessed a $XXXX late charge. I then called the customer service number, XXXX. I was told that there would be a survey to complete at the end. I was disconnected without a survey.

I spoke to a young man, did not get his name. I was on the phone with him about 25 minutes, while he put me on hold several times to "check" on things. I told him the situation. He asked if I had made the return in order to cover the minimum payment? As if I were supposed to make a minimum payment even if I didn't owe anything, once I made the return. (If you must know, I took the shoes back because they were too large.) 

He said he did not see the return. He asked if I had my receipt and I said yes. He asked for a number on the receipt.  I read off the number XXXX and he found it. He said the person at the store had "voided" it.  I looked and the top/middle of the receipt has TOTAL $XXXX-.  Close to the bottom it has VOID AMOUNT XXXX-.   I said she did not seem to understand what she was doing. I said I had ordered the shoes online with my Kohls card and it should have been returned to my Kohl's card. He put me on hold again. He talked to a "supervisor." He said I would have to go back to the store and tell them to correct their mistake. I said they made the mistake, why should I have to do all the work? He put me on hold. He came back and asked how far the store was from me? I said I don't know, 3 miles, 5 miles? (I looked it up and it is 5.9 miles from my work.)  So I'm thinking, I've already driven there and back once to make the return. Why am I supposed to waste my time and gas again, to drive to the store, walk all the way to the back of the store and wait, and get them to fix their error, when Kohl's has caused me the problem? That I have already wasted too much time on? And then probably still have to call back to customer service to waste more time with  them to remove the $XXXX late fee?  I was not aware that I was a Kohl's employee. I'm not getting paid for all this work.

I asked to talk to a supervisor. He said the supervisor that he had just talked to had "left." I thought, that was quick. He then corrected himself, and said the supervisor was helping someone else. I said I still needed to speak to a supervisor.  So he put me on hold.

Finally a man came on with a very thick XXXX or XXXX accent. I think he said his name was XXXX, but I could barely understand him. He acted as though he knew nothing about the whole situation. He was impatient and brusque.  After questioning him to find out what he already knew, he said it was about a problem I had with a return at the store. He said there wasn't anything they could do, they did not do returns over the phone (or correct any problems apparently) and I would HAVE to go back to the store to get them to fix their mistake. I said, I'm supposed to correct the problem they caused and what do I get? He said they could possibly give me some coupons. I said I didn't want any XXXX coupons (as it's not likely I'll shop at Kohl's again after this). He said that he was respecting me (really?) and I should respect him in return. I said that he was very difficult to understand (he was) and I wanted to speak to someone else. He said this was not about him, it was about my return.  I said again that he was difficult to understand, and I wanted to speak to someone that I could understand. He said okay, and put me on hold. He evidently had no intention of letting me speak to someone else, he merely sent me to where I would be disconnected.

After about 5 minutes of me waiting to speak to a person who could speak intelligibly, the call went back to a recording: press 1 for this, 2 for that, 0 for the operator. When I pressed 0 and it just kept repeating: Press 1 for this, 2 for that, 0 for the operator. I pressed 0 every time, about four times, never got an operator, and then it hung up on me. I was on the phone for approximately 31 minutes with "customer service" from XXXX XXXX CST to XXXX XXXX CST.  I wasn't given a chance to complete a survey, either, as I had been told at the beginning of my call.  

Then end result of this 31 minutes with Kohl's "customer service" was that the XXXX store XXXX up, I got charged a $XXXX late fee when I owe XXXX, and too bad for me, according to your customer service SUPERVISOR. He basically said I'd better get out there and do Kohl's work for them.  He did not have any customer service skills. The gentleman I spoke with before him, was at least polite.

I have attached a copy of the receipt showing the return of the shoes and $XXXX credit. There is also the back of the receipt which claims HASSLE-FREE RETURNS.  This is the MOST HASSLE I have ever had with a return IN MY LIFE. Also, it would help if your customer service people learned some telephone skills. You NEVER tell anyone that they HAVE to do something, unless your intent is to make the customer angry.

I would appreciate if someone would get back with me to resolve this as soon as possible, someone who knows and cares what they are doing, regarding my credit of $XXXX not showing up, as well as the $XXXX late fee charged in error.  

Thank you,
XXXX

Company response to consumer: Closed with explanation