Consumer complaint received 2018-03-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I am writing to dispute fraudulent late charges and interest charged by Kohls/CAPONE after my Kohls/CAPONE store account was hacked and my account was comprised on their system. I also want all Past Due information that Kohls/CAPONE has updated on my credit report to be removed. 
I have researched the KOHLS/CAPONE past due charge on my credit report and have determined the following : 1. ) On XX/XX/XXXX, my KOHLS/CAPONE store credit card account was hacked in a case of identity theft. The hacker changed all of the contact information on the account street address, email address, and phone number. The hacker changed the address on my account to : XXXX XXXX XXXX XXXX GA, XXXX The hacker then ordered a {$390.00} XXXX XXXX   to be shipped to that address in XXXX, GA on Kohls order # XXXX. Kohls did determine that this order was fraudulent and did cancel the order before the item shipped. Once the account had been hacked and the contact information changed, I received no bills or further communication from Kohls/CAPONE. 
2. ) I have opened a Fraud Investigation case on Friday, XX/XX/XXXX with the Fraud Department of Kohls/CAPONE for the hack on XX/XX/XXXX. 
3. ) After the hack, Kohls/CAPONE failed to : a. Determine that the hacker had performed identity theft by changing all of the contact information on the account and correct it back to the correct information. 
b. Communicate with me that my account had been hacked and that changes had been made to the contact information. 
c. Attempt to reach out to me using the previous contact information on file at Kohls/CAPONE in the intervening 6 months. 
I had used the Kohls/CAPONE card in early XX/XX/XXXX for charges of {$240.00}, however, once the hacker changed the account contact information, I did not receive the XX/XX/XXXXbill or any subsequent bills and therefore did not pay the amount. Please see attached statements which I did not receive until requesting them in XX/XX/XXXX During my review of my credit report I found this issue. I have prepared and mailed a check for the amount of {$240.00} to Kohls/CAPONE via certified mail for the valid charges. I confirmed on XX/XX/XXXX that Kohls/CAPONE had received the {$240.00} and credited it to my account. 
I have communicated with Kohls/CAPONE and they continue to add late fees and interest charges to my account although I have paid all of the valid charges and disputed the hack on XX/XX/XXXX. The only charges remaining are Kohls/CAPONE fraudulent charges related to the fact that identity theft occurred. Kohls/CAPONE should not make profits on consumers because of their lax security to protect consumer credit accounts by charging late fees and interest charges on hacked accounts. Kohls/CAPONE should remove all late charges and interest fees from my account dating back to the date of the identity theft/hack. 
Kohls/CAPONE does not have the correct cyber security in place to inform consumers when their account has been hacked and account information has been changed. 
I am requesting an Investigation of this item and removal of all fraudulent late charges and interest charges. I would also like all of the Past Due statuses removed from my credit report. 

Kohls/CAPONE debt collection continues to add late charges/interest charges to my account even though I have disputed the amount. 

Kohls/CAPONE continues to call me even though I have disputed the charges as fraudulent and that Kohls/CAPONE should not make money when my Kohls/CAPONE credit card is hacked. 

Can you determine if Kohls/CAPONE experienced a security breach on XX/XX/XXXXand if there were other accounts that were compromised? 

Does Kohls/CAPONE have a responsibility under the law to inform a consumer when his/her account has been hacked and their security breached? 

Thank you, XXXX XXXX XXXX Attachments : 1. ) Copy of XXXX   Credit Report showing incorrect Late Due Status 2. ) Copy of Check for {$240.00}. 
3. ) Copy of Certified Mail Receipt 4. ) Copy of Kohls Fraud Investigation Letter 5. ) Copy of prior months statements showing hacked address in XXXX GA

Company response to consumer: Closed with explanation