Consumer complaint received 2019-11-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WV
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On or about XX/XX/XXXX I submitted a letter to Kohl 's disputing reported past due amounts, late charges. and sudden increase in minimum amount due.billing statement and noticed minimum payment due of {$91.00}, past due amount of {$31.00} and a late fee of {$37.00}. This letter is written to dispute minimum amount due of {$91.00}, a past due amount of {$31.00} and a late fee of XXXX. In XX/XX/XXXX and XX/XX/XXXX, Kohl 's reported an increase to minimum payments due in the amount of {$60.00}. Minimum payments of {$50.00} remained consistent from XXXX to XX/XX/XXXX. In XX/XX/XXXX Kohl 's showed inconsistency in minimum payments. According to the Credit Card Act, Credit card users are protected from retroactive interest rate increases and or minimum increases. I had and continued to make payments on the average of {$50.00} and {$60.00}. To this day Kohl 's has continue to increase minimum payments and if these unforeseen increases were not paid, late fees would be assessed. I find Kohl 's actions deplorable and demand an explanation. A review of XXXX XXXX and XXXX credit reports showed that from XX/XX/XXXX through XX/XX/XXXX, Kohl 's reported no past dues. During these periods average minimum payments due and paid were {$50.00} to $ XXXX.There continued to be inconsistencies in reporting minimum payments due and I continued to suffer the consequences and Kohl 's continued to show no willingness to compromise. Further research revealed that Kohl 's continued to provide inaccurate information on increases, unknown to customer, failed to establish an audit program to identify any systemic inaccuracies. A recent alert message showed that Monitoring Service had informed me that there was a possible fraud to several accounts ( Red Flag ), which had delayed payments on several accounts during the months of XX/XX/XXXX and XX/XX/XXXX.This did not stop Kohl 's from continuing to assess late charges, during this alert. On or about XX/XX/XXXX, I submitted a letter continuing to dispute the assessing of late charges, sudden increases to minimum payments due.On or about XX/XX/XXXX I received a letter from Kohl 's stating that Kohl 's records showed that account had been paid through XXXX Web Bill Site prior to payments due dates and prior to receipts of monthly billing statements. I point out to Kohl 's that I made monthly payments at the local Kohl 's prior to receiving billing statements. I would sometimes receive emails stating that payments had been received. There was never a mention of any past due due amounts. This lead me to believe that I had been making the minimum payments and that Kohl 's had gone paperless.A letter dated XX/XX/XXXX stated that they had the correct address on file and no return mail indicator was ever placed on account and that it is the customers ' responsibility to ensure the bills are paid on time regardless of a physical statements. I fully understood that customer is to ensure bills are paid on time regardless of the physical statement. I reemphasized that I had been lead to believe that that Kohl 's had gone paperless and that I had continue to make payments at the local Kohl 's, unaware of any minimum payments due, for I made what I thought was the minimum payments, most of which exceeded what Kohl 's had calculated. XX/XX/XXXX billing shows minimum payment due of {$120.00} and a past due of {$61.00}, plus a late fees of {$37.00}. I immediately disputed the sudden increase to minimum payment due, and the late charges. I had not received any responses to the XX/XX/XXXX billing.From XX/XX/XXXX through XX/XX/XXXX, I continued to dispute inconsistent minimum payments due and outrageous late charges. Kohl 's continued to show an unwillingness to reach a compromise.On XX/XX/XXXX, I having become frustrated in Kohl 's unwillingness to compromise and wanting to clear my credit report of all derogatory comments, I submitted a proposed settlement offer. I felt that I do not owe as much as Kohl 's claims I owe and I was willing to save both parties a great deal of time and expenses by offering to settle account for {$300.00}. Reported balance {$810.00} minus reported late fees ( {$510.00} ) = {$290.00} ). I was proposing to making payments in the amount of {$50.00} every month until paid off. Per settlement offer the final payment was received/posted by Kohl 's made. Due to Kohl 's non response to settlement offer, a review of latest credit report shows 150 days past due. I find this shocking and appalling.

Company response to consumer: Closed with explanation