Consumer complaint received 2024-06-24 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO

Complaint narrative:
Below is a copy of letter I sent to Kohl 's department store after my initial phone call to them to dispute all charges to my card. I can provide receipts if needed. I also filed dispute on the reported balance with XXXX, XXXX, and XXXX on XX/XX/XXXX. 


On Thursday, XX/XX/XXXX, I received XXXX packages delivered to my home at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX from Kohls. I did not order anything from Kohls and in fact, had not used my Kohls charge card in quite some time. The balance at the time was {$0.00}. These XXXX packages contained XXXX pairs of the same style XXXXXXXX XXXX XXXX XXXX XXXX and XXXX XXXXXXXX XXXX which were the exact model. I returned these items to my local Kohls store located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX.on XX/XX/XXXX. I was told at this time that these transactions occurred on XX/XX/XXXX for a total of over {$2000.00}! I did not order these items, as previously mentioned, I hadnt used my Kohls card in quite some time. My card was still in my possession and was not lost. Somehow someone gained access to my account/email to commit this fraud. Not once did I receive any email, into any of my email folders such as junk, indicating a confirmation of these orders. The only emails that I have since received are the delivery notifications. I attempted to change my password immediately ; however, I was unable to do so and received a technical failure message. I assumed this was something do with the account being closed and I didnt have access any longer. 

Upon the initial return of the watches and XXXX XXXX XXXX XXXX, I was informed that the perpetrator was able to receive and redeem the Kohls XXXX based on the total value of these large purchases. Due to these redemptions, I was not able to receive full credit for these returns. According to my return receipt for the XXXXXXXX XXXX, they were {$890.00} each of which there was a XXXX XXXXXXXX XXXX applied for each so the price was {$890.00} for a total of {$1700.00}. According to the receipt, {$350.00} in Kohls XXXX was earned and redeemed by the perpetrator. I never received any emails either that Kohls XXXX was earned. I only received partial credit of {$1500.00} ( which includes a credit of {$71.00} for sales tax ). My account needs to be credited the full value of these items. The receipt for the XXXX XXXX XXXX XXXX, totaled {$110.00} ( $ XXXX with a XXXX XXXX applied so total was {$27.00} and $ XXXX ). According to this receipt, {$20.00} in Kohls XXXX was redeemed. I only received partial credit of {$95.00} ( which includes a credit of {$4.00} for sales tax ). My account needs to be credited for the full value of these items. 

After returning these items to Kohls, I immediately called Kohls customer service number and obviously had a new employee as I could hear her getting help from multiple people in the background. After XXXX minutes of conversation, she was closing my account and opening a fraud investigation. I was told I would have a letter mailed to me within the next XXXX weeks with the findings of their investigation. There was no number in which I could speak to the fraud department directly. My question, is why did these transactions not flag for the fraud department to begin with? My understanding is that this card is managed by Capital One which is a large bank and should have a reputable fraud department. My card goes from a {$0.00} balance, with no recent activity, to being maxed out in XXXX day and multiples of the same items are purchased!! If this doesnt indicate fraud, then I dont know what does. I cant tell you how disappointed I am in the way this card is managed. I have been a Kohls customer for over XXXX years ( not to mention that I have another card specifically with Capital One ), but after this experience, I no longer have faith in Kohls customer protections. 

Next, I received another package from Kohls on Saturday, XX/XX/XXXX. Once again it was another pair of the same XXXXXXXX XXXX XXXX XXXX XXXX, which I returned as well to the XXXX Kohls store that evening at XXXXXXXX XXXX. The total was {$27.00} which I received full credit for, with tax this was {$29.00}. I once again called Kohls customer service on Sunday, XX/XX/XXXX, and spoke with another representative. I was told at this time by a representative named XXXX, that my card was not actually closed on XX/XX/XXXX, when I initially called. Thankfully, there had been no additional transactions. I was told there had only been these XXXX purchases on the card on XX/XX/XXXX but the order for the jeans was for a total of XXXX XXXX and this is why the deliveries of these have been sporadic. At this time, XXXX emailed me a link to change my password which I did immediately. I currently have no access to my old account, nor can I retrieve any statement that shows this fraudulent activity I received XXXX more pairs of XXXX XXXX XXXX XXXX XXXX on Sunday, XX/XX/XXXX, and an additional XXXX pairs of these XXXX were delivered on Monday, XX/XX/XXXX. So, this is a total of XXXX pairs of XXXXXXXX XXXX delivered to me, so XXXX didnt have this correct when he told me XXXX total XXXX XXXX XXXX were ordered. I returned these XXXX pairs of jeans to the same XXXX Kohls store on Tuesday, XX/XX/XXXX at XXXXXXXX XXXX For the XXXX XXXX XXXX XXXX the total was {$83.00} ( $ XXXX ). According to the receipt XXXX Kohls XXXX values were redeemed totaling {$15.00}. I only received partial credit of {$71.00} ( which includes {$3.00} for sales tax ). My account needs to be credited for the full value of these items. For the XXXX XXXX XXXX XXXX, the total was {$110.00} ( $ XXXX ). According to the receipt, XXXX Kohls XXXX values XXXX XX/XX/XXXX were redeemed totaling {$28.00}. I only received partial credit of {$87.00} ( which includes {$4.00} for sales tax ). My account needs to be credited for the full value of these items. 

Since the company can see that Kohls XXXX was redeemed, I would think it could be confirmed as to which store and address location these were redeemed at and/or if redeemed online where were these items shipped to as I have not received any other items as of XX/XX/XXXX. The sales tax credits Ive received indicate different store numbers possibly where the tax was based on. I have no doubt that this information would prove that I was not the person receiving benefit of the Kohls XXXX. 

At this time, based on the return receipts I have, my account needs to be credited the remaining {$410.00} ( total of all charges {$2200.00} - {$1700.00} already credited from returns ) considering the Kohls XXXX redemption values that lowered my return credits. As of my call to Kohls Customer Service on XX/XX/XXXX, my balance is currently {$440.00}. Additionally, I was told there had been a total of XXXX transactions on XX/XX/XXXX, not XXXX as I was originally told. My math might be off as Im not able to receive a copy of my billing statement until after it cycles on XX/XX/XXXX ; however, my account needs to reflect {$0.00} as there was no prior balance before these fraudulent purchases. I would like to request a statement be mailed to my po box XXXX XXXXXXXX XXXX XXXXXXXX for my own documentation. 

I also want my credit report cleared to indicate that the balance was reported as fraudulent or however this is needed to be reported to indicate that I did not charge this as I dont want this negatively impacting my XXXX XXXX. I did file a credit dispute on Monday, XX/XX/XXXX, with XXXX, XXXX, and XXXX so that the Kohls balance shows as fraud, and they can also do their investigation.

This has been such a disappointing experience from the Kohls customer service team with mistakes and misinformation, not to mention the poor fraud protections provided by Kohls/Capital One. I have been completely inconvenienced with this issue as Ive had to make XXXX separate trips to my local Kohls to make these returns and spend so much time on the phone with Kohls customer service and with the XXXX credit reporting agencies to try to clear-up this error. 

Follow-up : After all of the above took place, I received, in XXXX different mailings, XXXX additional cards with the same account number but XXXX different ending card numbers ( XXXX, XXXX, XXXX XXXX in my name and XXXX in my husband 's name ). I called on XX/XX/XXXX to have everything cancelled in my name and my husband 's regardless of which acct/card numbers they had on file. I was told this would be taken care of. 

I received a letter from Kohl 's on XX/XX/XXXX, dated XX/XX/XXXX, stating the dispute was found in my favor and a credit was applied for {$1900.00} and that this would be corrected with the credit reporting agencies. However, when I called to get my XX/XX/XXXX statement mailed to me, the automated system indicated I had a balance owing of {$46.00} with payment due XX/XX/XXXX. On XX/XX/XXXX, I called the phone number on the dispute letter and the representative confirmed that the balance prior to the fraud charges was {$0.00} and last activity I did was in XX/XX/XXXX. He was escalating the issue to see about crediting the {$46.00} as he didn't understand this. He said I should receive a phone call in a few days with this resolution. I then called the regular customer service number on my " old '' card to get my XX/XX/XXXX, statement mailed and because of the automated system showing that I had an available balance, I once again asked if this account had been closed and once again, I was told it wasn't closed! The representative said she was processing this request again and would mail the statement to me in a few weeks.

Company response to consumer: Closed with explanation