Consumer complaint received 2024-02-02 00:00:00
Product: Credit card — Store credit 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
State: VA

Complaint narrative:
Both my Kohls shopping and credit cards accounts have been compromised, and my integrity as a consumer has been called into question by Kohls. First, Kohls uses an order tracking system that logs claims made by customers. As advised by Customer Service agent XXXX and supervisor in the XXXX call center on XXXX XX/XX/2024, the Kohls tracking center stated I could no longer receive refunds or replacements on future orders due to the fact that I had made approximately 13 claims within an 18-month period despite the thousands of dollars I spent as a customer which was neither taken into account nor was the errors accounted for that Kohls made in filling and improperly packing these orders and selecting the courier who delivered them. Instead of authorizing a return label to return the item ( s ) at their expense or investigating my claims, Kohls used their tracking system against me the consumer although I had no authority over such deliveries, or the condition or status of such order ( s ). I was told by representative XXXX that it was incumbent upon me to track the item with the courier and file a claim with them because Kohls would no longer cover my orders which left me unprotected from theft and all damages. Secondly, after receiving this information, Kohls employees began to decrease and even cancel my Kohls cash from purchases and earned monthly rewards. On XXXX XX/XX/2024, I called Kohls Rewards Dept and spoke with supervisor XXXX about the absence of my Kohls cash in my shopping account and the decrease in Kohls monthly rewards. XXXX informed me that the decrease was due to a return of my outdoors umbrella purchase on XXXX XX/XX/2024. I told XXXX that the transaction was erroneous because I still have possession of the umbrella. He provided me a confirmation # XXXX of this transaction. Unfortunately, he said the confirmation number provided no details about the return. After receiving my monthly credit card statement, it was noted that this transaction occurred on XXXX XX/XX/2024 and the approved transaction number was # XXXX indicating that a return was physically made at the XXXX XXXX XXXX in New Jersey which again was incorrect because I only shop at Kohl's.com or at the local Kohls store in the XXXX VA area, and I nor anyone representing me made such a return either physically or virtually to this store. Again, this item was never returned and it can be physically presented at any local Kohls store as proof. I believe Kohls is operating fraudulently in an attempt to recoup the Kohls cash and rewards I have already earned for the purchases Ive already made which might be occurring widespread with other consumers. Additionally, I believe Kohls is assigning blame to the consumer to support their unjust recoupment of profits. As a result of the recent fraudulent activity on my shopping and credit card accounts, I have ( 1 ) paid in full my {$120.00} Kohls credit card balance, ( 2 ) cancelled my shopping account, ( 3 ) cancelled my Rewards account, ( 4 ) cancelled my Kohls credit card, ( 5 ) have requested a written confirmation be provided to me and the credit bureaus maintaining that my credit card was cancelled at my request, and ( 6 ) demand that Kohls honor the {$66.00} I have already earned in Kohls cash and rewards. I will no longer shop at Kohls in any capacity or recommend shopping at Kohls to other consumers, but I reserve the right to use the {$66.00} already earned in Kohl 's cash/rewards until utilized or expired. I further request Kohls corporate support these actions and that Kohls corporate confirm the cancellation of all my Kohls accounts and ensure both I and the credit bureaus have been notified that my Kohls credit account was closed as per my request. I further request an FTC investigation of Kohls illegal and unfair business practices with regard to me as a consumer and to determine whether such practices are widespread among other consumers.

Company response to consumer: Closed with explanation