Consumer complaint received 2018-01-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX, I purchased some clothing items from the Kohls store in XXXX, WA. The amount for that purchase was {$83.00} and was paid for with our Kohls charge card. On XX/XX/XXXX, we moved from our home in XXXX, WA to XXXX XXXX, WA to start building our new home. With all the activity surrounding the move, address change, lack of cell phone coverage / internet, initiating the construction process, etc., I did not realize Kohls did not collect the payment through the Auto Pay program that we had been enrolled in since XXXX. The checking account that we authorized them to collect payment through Auto Pay was still active and had more than sufficient funds for payment of the full amount due. 

On XX/XX/XXXX, I received a phone call from a Kohls representative advising me that our payment was 30 days past due. I questioned why it wasnt paid through the Auto Pay system that I was enrolled in and wasnt provided a clear answer to that question. I immediately paid the outstanding bill and they waived the late fees. 

I later learned that my credit score had been substantially lowered and upon investigating learned it was due to this late payment that Kohls had reported to XXXX. I called Kohls and asked about the late payment issue and confirmed that I was enrolled in the Auto Pay program. I was assured that they would initiate action to retract the negative report to XXXX. I was given a case number of XXXX. 

On or around XX/XX/XXXX, I received a letter from Kohls saying they looked into the matter and determined the information reported to XXXX was accurate. I immediately called Kohls again and spoke to an Account Manager by the name of XXXX. He looked over the file and said that somehow my Auto Pay status had been cancelled due to the fact that I had previously paid my balance in full (? ). I explained that all my credit card accounts, utility bills, etc. are set on Auto Pay with the balance to be paid in full when due, however, that does n't cancel the Auto Pay from paying the bill the next time a bill payment is due. XXXX told me he would reset the credit info and I should receive a letter in 7-10 days to that effect. 

On XX/XX/XXXX, I received another letter from Kohls saying the same thing they said in the first letter. I called them and spoke with a Representative named XXXX, who said I was enrolled in Auto Pay and didnt know why the bill had not been paid through Auto Pay. She also explained that there was nothing further she could do. 

I then submitted a request for XXXX to look into it. It was never my intent not to pay the bill and I believed the bill would be paid in full by the due date through Kohls Auto Pay system. 

Upon the completion of the XXXX investigation, I learned the Kohl 's was still not willing to change the information provided to XXXX regarding this late payment that drastically affected my credit score. 

My position is that I was properly enrolled in Kohl 's Auto Pay system and have never requested to be unenrolled from their Auto Pay system. The Checking Account that I authorized them to take payment from was active and had sufficient money in it to pay for the outstanding balance. The payment was late because they did n't process my payment through their Auto-Pay system. Due to the circumstances surrounding our move ten days after the purchase at Kohl 's in XXXX, WA I was unaware that the payment had not been collected by Kohl 's until they called me. 

For some unknown reason, Kohl 's refuses to correct their information that was submitted to XXXX regarding this payment.

Company response to consumer: Closed with non-monetary relief