Kym M.
They placed a fraud hold on my Kohl's…
They placed a fraud hold on my Kohl's card because I made an online purchase that they felt was suspicious without notifying me to verify the purchase. Two days later they sent me an e-mail saying I needed to change my password. Then sent another e-mail following it saying that they had cancelled my order - WITH NO EXPLANATION. I contacted Kohl's and spoke with Andrew. After having to go through everything, he tells me to call another phone number. I call and spoke with Shaniquwa, who tells me that they have a "new fraud policy" that I may not be aware of and then proceeds to ask for tons of personal information including full date of birth and last 4 numbers of my social security. Then she asks for a phone number to text a code to I give it to her. She says, "It's not registering in my system. Do you have another number?" I give her my T-Mobile cell phone number. Again, she says, "That's not coming up in my system either." Then she tells me that I will have to drive over to Kohl's with two forms of ID to unfreeze the account. I could not believe this! I told her that was ridiculous and hung up. I then drove 20 miles over to the only Kohl's around here with my drivers license and valid US passport. The clerk calls and then is told to call another number. The store manager comes over asks me to go to customer service with her to resolve it. She calls the number and speaks with a woman named Anita. After she tells her all the information; she handed me the phone. I go through the same process that I did with Shaniquwa. Then Anita gets really rude and tells me that I need to bring in a utility bill. This was TOO MUCH. She was rude and argumentative. That was my FINAL straw. I was not going to continue to be treated so poorly by a corporation that should be providing customer service - NOT ACTING LIKE THEIR CUSTOMERS ARE THE CRIMINALS. I told her to close the account and gave phone back to the manager. I WON'T BE SHOPPING THERE EVER AGAIN. WORST CUSTOMER SERVICE AND WORST FRAUD POLICY. I would hope that they do go under treating their customers like that - but I wouldn't want all of their non-rude customer service agents to lose their jobs but I am okay with Anita losing hers.