Kohl’s Corporation (NYSE:KSS) policies and federal regulations allow a refund in case of an overpayment or if a customer requests. However, the retailer seems to be breaking this policy following its refusal to refund $1,500 to a couple that accidentally paid their Kohl’s credit card bill twice.

According to 3TV News, the double bill was occasioned by Barrera’s payment via cash without knowing that his wife had paid online almost at the same time. They paid $3,000 in total.

The couple has contacted Kohl’s several times with no success

Barrera and his wife have contacted the retailer several times but have gotten stonewalled. At one time, they received an apology with a further promise that they would get a $1,500 check in a short while, which has not happened to date. Apparently, Kohl’s has not bothered to give an explanation on the way forward even after failing to give back the refund at the promised time.

One of the retailer’s representatives is said to have suggested to Barrera to use the $1,500 in credit to shop. However, the suggestion was declined.

In frustration, Barrera laments, “Can you imagine if I owed them money? I would have their collections department calling me daily saying, ‘Where is the money?'”

But there seems to be headway after 3 On Your Side contacted the retailer

The customer service has been horrible according to Barrera who after intense aggravation reached out to after 3 On Your Side perhaps for intervention. 3 On Your Side reached out to Kohl’s corporate office in Wisconsin seeking an explanation whey Barrera’s refund had taken close to a month. Surprisingly, and even without feeling remorseful of its failure, Kohl’s indicated that it was making arrangements to have Barrera get his refund.

How soon this will happen is still not known. In fact, it is long overdue because Under Regulation Z (Section 1026.11), a refund is required within seven business days from receipt of a customer’s written request. Nonetheless, it is not clear whether or not the couple sent a written request for the refund.

At the same time Regulation Z also states that the creditor must refund the cash even when a customer does not request it. This also applies in the case they are not aware of a credit balance. In the meantime, Kohl’s stock was trading at $40.46 an increase of $0.68 or 1.71%.