3 On Your Side

Kohl's refuses to refund customer's $1,500 overpayment

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Barrera says he couldn't seem to get Kohl's to return the money and says he got a different story every time he contacted the retailer for an explanation. (Source: 3TV/CBS 5) Barrera says he couldn't seem to get Kohl's to return the money and says he got a different story every time he contacted the retailer for an explanation. (Source: 3TV/CBS 5)
Ed Barrera loves his pet birds. (Source: 3TV/CBS 5) Ed Barrera loves his pet birds. (Source: 3TV/CBS 5)
(3 ON YOUR SIDE) -

Ed Barrera loves his pet birds.

It's obvious when he talks to them.

"Give me kisses," Barrera jokingly says as his pet bird puts his beak on Barrera's face.

But lately, it's not the birds, but Barrera who has his feathers all ruffled.

"I can't believe they would treat a customer like this," Barrera said.

He's talking about his frustration with Kohl's.

What's the problem?

Well, Barrera says it started when he and his wife both decided to pay off their $1,500 Kohl's credit card bill.

"Well, what happened is, I went to the store and I paid cash not knowing my wife had paid online. So, there were two payments that came in at the same time," he said.

In other words, Barrera and his wife accidentally paid their $1,500 Kohl's bill twice, meaning they paid $3,000. If you look at their account, it clearly states they have a credit of $1,500.

But Barrera says he can't seem to get Kohl's to return the money and says he gets a different story every time he contacts the retailer for an explanation.

"Can you imagine if I owed them money?" he asks. "I would have their collections department calling me daily saying, 'Where is the money?'"

Barrera claims one Kohl's representative even told him to use the $1,500 in credit and use it to shop.

Barrera says he balked at the idea and said, no thanks.

Frustrated, he reached out to 3 On Your Side.

"I contacted you, Gary Harper, because you have a good track record and you'll get my money back," Barrera said.

3 On Your Side got a hold of Kohl's corporate office in Wisconsin and told them Barrera has been waiting on his $1,500 for nearly a month, which seems to be a long time.

After my communication, Barrera says Kohl's Corporate contacted him, apologized and more importantly, said they were immediately getting a $1,500 check out to him.

Barrera says he's relieved to be getting his money back.

However, he says he'll think long and hard about ever shopping at Kohl's again.

"I'm really in disbelief. The customer service was horrible. I should have been taken care of a long time ago," Barrera said.

By the way, Kohl's never did explain to 3 On Your Side why Barreras' situation fell through the cracks and they eventually stopped communicating with us.

Copyright 2017 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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