Consumer complaint received 2017-05-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
Approximately 25 days ago I was called  by Kohls  credit card company saying I was late on a payment. I was told I had made  two  purchases in  XXXX . I explained to them that I had mail stolen from me around that time and have also had other issues with some fraud and possible tax return fraud. After speaking with many people at  Kohls  they could not get me to their fraud department in an expedited time frame. It took well over a half hour to speak with someone. No one could ever tell me what exactly was purchased nor did they give me the address of where the items were shipped. Only the fact that it was a city and state. They also explained that my wife 's account email address was either changed or attempted change to be changed to a very similar email address to her curren t one. After this call we received a letter delivered via USPS telling us the case was being investigated and we should only pay on the balance of what we owe. It is my understanding that our balance with Kohls was {$0.00}. If there was a balanced owed there was never an accurate statement sent to us to show an open balance. Kohls recently reported us late to the credit bureaus and shows an  open balance of almost 30 % more than our credit limit. I called into the collection department and I was told by their employee  XXXX   XXXX  ID  XXXX  that it is my responsibility to continue to pay on the account during the 30 day period after  Kohls explained the fraud to me. I told her that I was n't going to make payments on an account after I reported fraud. She then explained that Kohls would then reverse the credit reporting error after their investigation. In the mean time my balance shows {$360.00} dollars on a small credit line of {$300.00} and now a 30 day late. Their error is keeping me from moving into a new home and might effect my employment status and or future employment status. They are telling me to pay on a fraudulent charge to avoid their misrepresentation of derogatory credit. I spoke with  XXXX  immediate   supervisor  XXXX  employee ID  XXXX  and she explained that they could n't get through to their fraud department and agreed that if this is fraud then I should not be making payments during the investigation. She apologized for the miscommunication because they felt it was a dispute on the purchase not as a fraud dispute. I responded that it was not a miscommunication it rather was an employee who demanded payment to avoid reporting of erroneous credit history to the agencies and the additional late charges added to my credit bureau. I spoke with  XXXX  in the fraud dept ( employee ID  XXXX  ) and she explained that nothing should have been reported to the credit agencies and that it is the collection departments fault. She said she had no supervisors available and that  XXXX   XXXX  would call me when he gets out of his meeting. No one  at Kohls  knows how to fix this problem other than me making payments on a fraudulent charge.

Company response to consumer: Closed with explanation