Consumer complaint received 2024-10-21
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CAPITAL ONE FINANCIAL CORPORATION (GA)

Dear Consumer Financial Protection Bureau, I am writing to file a complaint against Kohl 's regarding an online order that I placed on XX/XX/year>. I ordered a pair of men slacks and a men formal shirt with a total cost of XXXX. I did not receive either of the items and made Kohl 's aware on 2 separate occasions and was provided reference number XXXX on XX/XX/XXXX and reference number XXXX on XX/XX/XXXX in which i was told my funds should be refunded by XX/XX/year>. Despite numerous attempts to contact Kohl 's today via the online center and was hung up on, on 4 different calls, XXXX in customer service, customer ID # XXXX, had a manager XXXX, ID # XXXX to call me while we were on the line. I provided her with both reference numbers and she proceed to say to me that it will be an additional 14 days before my refund is issued after the original request on XX/XX/XXXX. I also reached out to my local Kohls  store located in XXXX, XXXX and requested to speak with the store manager, who 1, refused to identify herself initially when taking the call and if already provided my name to the representative who answered the phone and transferred the call, and 2 she literally laughed at my request in asking who she was so that i could probably address her. I have been unable to receive my order or a refund for my purchase, and this entire experience now has me emotionally and mentally drained and I feel robbed, mentally abused, lied too and embarrassed by a store manager all in trying to get them to refund me for an order I never received from them. I've also since this request, have physically gone into their store and purchased the items I didn't receive and so extra merchandise. 
I have attached copies of my order confirmation, reference numbers and a screenshot of my multiple attempts of my trying to get this resloved directly with the company, but they have been uncooperative to my inquiries. 
I believe that kohl 's refusal to refund my money for an unfulfilled order constitutes a violation of my consumer rights. I am requesting that the Consumer Financial Protection Bureau investigate this matter and take appropriate action to hold Kohl 's accountable and have them to compensate me for me valuable time and efforts in trying to get this resolved and for my mental state of mind in having to have to go this route to try and resolve it. I do not want any overdrafts, late reporting hitting my credit while we are trying to resolve this because I currently have no intentions of making any payments until my account has been adjusted and I've been compensated for my time. I make multiple purchases with Kohl 's and I pay my account in a timely manner, never defaulting or carrying a balance and the way I've been handled and treated as a loyal customer has been degrading, embarrassing and unethical in every way imaginable. 

Thank you for your attention to this matter. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX XXXX XXXX Here 's the order number because the system wouldn't allow me to upload the receipt : order # XXXX