Consumer complaint received 2021-02-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Early in the pandemic ( around XX/XX/XXXX ), after Illinois issued the stay at home order and non essential stores closed, I had a large online order ( approx. {$180.00} ) from Kohls that I needed to return. Because the stores were not open, Kohls does not allow mail in returns, and it could potentially be months before I could return the items and receive a credit, I did not want to pay the Kohl credit card bill ( Capital One ) and I contacted Kohls customer service. 

I explained my situation and was assured that in order to help customers during this unusual time, returns would be extended, fees removed, etc. I explained that I did not have the money to pay the bill, and then wait potentially months for a credit, then months after that for the credit to be returned to me as a check. I was told that I could SKIP the payment on my bill, and once the items were returned that fees would be reversed and any credit reporting would be updated. 

Once the stores reopened and I felt comfortable going inside and returning the items, I went to the store and returned everything. After a few months, I contacted Kohls again because my credit report was still showing late and it seemed to have been enough time to correct it. They let me know they will open an issue and escalate, to confirm that the reporting would be adjusted. I then received a letter ( XX/XX/XXXX ) that explained the reporting was accurate and would stay as is. 

I contacted Kohls again, spoke to a manager who assured me that she would resubmit the escalation with additional detail noting that I was TOLD this would be okay and would be corrected, and that during the pandemic customers are negatively impacted, etc. 

I again then received a letter ( XX/XX/XXXX ) that explained they have reviewed the reporting and it was accurate and would remain. 

I called Kohls ( XX/XX/XXXX ) and asked who would be able to help with this, since it was my third time calling about this, and it is WRONG for me to be told to do something, that it would not impact my credit report due to the pandemic, and then have to call multiple times to have escalations submitted and it appear that no one is truly reviewing the issue. It seems that they are just confirming that the bill payment was late, so that is accurate. While that IS true, I was told it was okay to not pay and then return the items when the stores opened. Which, I did. 

I then contacted XXXX ( XX/XX/XXXX ) as Kohls told me that they can't do anything more, as it is the credit bureau department that handles these issues. I did not know I was provided the main number for XXXX, as I thought it was a department within Kohls that would understand THEY told me it would be okay to skip the payment and return the items. I filed a dispute with XXXX, and then received a letter ( it says " for XX/XX/XXXX '' ) back that said they were told the information is accurate and will not be updated. 

I again contacted XXXX ( XX/XX/XXXX ) and asked for the dispute to be reopened, since Kohls does not seem to be truly investigating this issue and likely has a recording of the phone call where I was told this would all be okay because of the pandemic. That report number is XXXX. I then confirmed with XXXX that the appropriate agency to file a complaint with is the CFPB. 

I don't have any late payments on my credit report. I am disturbed that not only did I do what I was told to do, but that Kohls has made this time consuming, confusing and ultimately a mark on my report that it says will take 6 years to correct. It has been hours of phone calls, explanations and follow ups. I almost feel like they may not be servicing any of their credit customers from pandemic related issues and should be reviewed. I'm diligent, but I can't imagine what may be happening to the other customers with similar or worse situations. 

In short : I had the merchandise, had a credit card bill for the merchandise, wanted to return the merchandise but could not because stores were closed and Kohls does not allow mail in returns. Rather than pay the bill and then be issued a credit ( which would keep the money out of my pocket for months or more ), I was told to skip the payment and return the items as soon as possible. As soon as I was able to go in store and make the return, I did. The late fees were removed. Why is the reporting not being updated as promised?

Company response to consumer: Closed with non-monetary relief