Consumer complaint received 2021-03-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I paid my Kohls charge card bill on time and proved to Kohls that I did indeed pay it. Kohls keeps saying they can not find my payment and keeps charging me interest and late fees. What I once thought was a mistake or incompetence is clearly predatory behavior. 

XXXX XXXX Kohls charge card bill ( opening/closing date XX/XX/XXXX XX/XX/XXXX ) for {$150.00} around XX/XX/XXXX. 
Paid Kohls bill at the XXXX, PA Kohls on or about XX/XX/XXXX with check # XXXX XXXX bank statement notes the date the check was cashed, as does the XXXX Check Research Report obtained on XX/XX/XXXX ) Received numerous telephone calls from Kohls about not having received our payment. 
Contacted Kohls via telephone call during XX/XX/XXXX ; was told to send a bank statement showing payment and then all would be taken care of, including being reimbursed for late fees and interest. As long as Kohls received the bank statement by XX/XX/XXXX late fees and interest charges would be waived. 
Received bill ( opening/closing date XX/XX/XXXX XX/XX/XXXX XXXX around XX/XX/XXXX showing {$27.00} late fee and {$3.00} interest charge. 
Sent letter with bank statement on XX/XX/XXXX. 
Received letter from Kohls dated XX/XX/XXXX indicating that our account was suspended. 
Received bill XXXX opening/closing date XX/XX/XXXX XX/XX/XXXX ) around XX/XX/XXXX showing {$38.00} late fee and {$4.00} interest charge. 
Received letter from Kohls dating XX/XX/XXXX indicating that they reviewed our account and were unable to locate our {$150.00} payment. The letter said this was the final resolution to our inquiry. Note that in the second bullet ( above ) we have proof that we paid this bill and sent the proof to Kohls. 
Had at least two other telephone calls between XX/XX/XXXX and XX/XX/XXXX ; I dont have the exact dates but Kohls should have record of them because at one point the employee said she would note to not call us anymore since this was taken care of. We got another letter within a few days and at another phone call that day the employee said that she would note not to send us any more letters, that the mail was probably slow and that the letter was probably sent out after the earlier telephone call from the previous week. 
Received bill from Kohls ( opening/closing dates XX/XX/XXXX XX/XX/XXXX XXXX around XX/XX/XXXX showing that on XX/XX/XXXX they credited us with the {$150.00} payment and the late fee and interest from the XX/XX/XXXX XX/XX/XXXX cycle. Then on XX/XX/XXXX they charged XXXX {$150.00} again ( PAYMENT BOX CAP ONE NC XXXX XXXX WI ). Additionally, a {$38.00} late fee was added and also a {$3.00} interest charge. 
Had two telephone calls on XX/XX/XXXX : o The first call was made to me and I asked for their help with this continuing problem. Employee talked with her supervisor at least twice. I was told to send Kohls pics of the back and front of the check that cleared. When I said that we do not get our checks back, I was told to ask the bank to trace the money back to my account and ask for it to be returned to my account. We were asked to call XXXX XXXX back at ( XXXX ) XXXX after talking to the bank. We went to bank twice and was told this could not happen. They do not have copies of the check because Kohls made it into an echeck ( # XXXX ). We were given a Check Research Report which also showed that Kohls ( payee # XXXX XXXX cashed our check on XX/XX/XXXX. 
o The second call my husband talked with an employee and their supervisor for 45 minutes. He asked for the supervisors supervisor and was told s/he was unavailable but would call us back later that day or the next. We were continuously told that because they could not find our money, we are behind in our payments. We were not given any contact information except for a fax number where we could send corroborating information. We did not get a phone call back. Our late fees are accumulating and now are more than the original bill. 
Received bill ( opening/closing date XXXX XX/XX/XXXX XXXX on XX/XX/XXXX showing {$38.00} late fee and {$4.00} interest charge.

Company response to consumer: Closed with explanation