Consumer complaint received 2019-09-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
Kohls/Capital One is refusing to remove a 30-day late payment from my credit reports due to a system issue on their side that cancelled the AutoPay for my account WITHOUT my  consent. AFTER the pending balance was paid in full, Kohl 's reported the late payment for XX/XX/XXXX to all 3 credit bureaus. I have been a Kohls credit card account holder since XX/XX/XXXX and my account has always been in excellent standing. In XX/XX/XXXX, I reluctantly answered a call on my cell phone from an Unknown caller. I was shocked to find out that it was Kohls Collections Department trying to collect an overdue payment. At first, I thought it was a scam/fraudulent call because it came from an Unknown caller and I knew there was no way I could have a late payment, as I have Autopay enabled for all my accounts. However, when I logged into my account online, I saw that my account was Past Due. I was certain this was due to a system error, but nonetheless, I immediately paid the past due balance of {$110.00}. After settling my account, I spoke with a Customer Service Manager named XX/XX/XXXX ( ID # XXXX ) wanting to know how this happened because my account was set up for Autopay. I was advised that my Autopay was automatically cancelled when my account was previously paid off and had a {$0.00} balance. I was extremely upset that my Autopay was cancelled without my consent and that Kohls made no attempts ( other than calling from Unknown numbers ) to alert me of this situation so that it could be resolved sooner. There were no voicemails left from the Unknown callers, no emails sent, no letters mailed. I receive sales flyers and other mail from Kohls all the time. It is inconceivable that Kohls made no serious attempts to contact me for such an important matter that would negative impact my financial history for 7 years! 

I have made numerous attempts to resolve this matter directly with Kohl 's, but they refuse to remove this 30-day late payment from my credit reports, even though by the admission of their own Customer Service Manager ( XX/XX/XXXX ID # XXXX ) with me on XX/XX/XXXX, my Autopay was cancelled by their system without my consent when I previously paid my account in full. I have written 3 separate emails to the Director of Customer Service and Active Customer Engagement ( XXXX XXXX ), Senior Executive Vice President, Chief Marketing Officer ( XXXX XXXX ), President ( XXXX XXXX ), CEO ( XXXX XXXX ) and Executive from the President 's Office ( XXXX XXXX ). I spoke with XXXX XXXX on XX/XX/XXXX at XXXX XXXX EST and she advised me that the 30-day late payment would not be removed from my credit reports. I have requested that they provide documentation to prove that the late payment was my fault, but they are unable/unwilling to furnish the documentation or the recording of my call with their Customer Service Manager ( XX/XX/XXXX, ID # XXXX on XX/XX/XXXX ) stating that my AutoPay was cancelled by their system and without my consent, unless I retain a lawyer and they receive a subpoena. This inaccurate late payment is unfairly costing me thousands of dollars and they refuse to accept the fact that this late payment was solely their fault and they refuse to remove this inaccurate information from my credit report. I humbly request your assistance in resolving this matter.

Company response to consumer: Closed with explanation