Consumer complaint received 2022-03-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
Kohl 's reported my account as delinquent to do over 30 days of receiving no payment. After several hours of trying to understand what was going on, I paid the balance in full, as I have always done, on time, since opening the account in 2018. ( Original balance was reported being {$15.00}. I ended up paying $ XXXX due to late fees/interest. ) They reported having sent email notifications to an old email address that was on file ; however, I no longer have access to the email account, as it was a University provided email and is void following graduation. They, also, reported a letter having been sent to my current address ; however, I never received any letter stating their failed attempts to reach me at the old email address. All of my contact information had been updated via my Kohl 's Rewards Account ; so, I naively assumed it would have reflected across all Kohl 's accounts, or they would have at least checked an associated account to see if my contact information was different. Having been a loyal and on-time paying customer of Kohl 's XXXX I am disheartened by the " delinquency '' report that has significantly impacted my credit score. I never miss payments and, when allowed, I have all of my accounts set to auto-pay. I already paid the balance in full, I just want the " delinquent '' reporting removed from my Credit Report History.

Please see the Kohl 's Customer Service Chat chain below. After having tried calling to get a better understanding of the situation described above, the lady over the phone could not understand my questions and concerns due to her language barrier. So I utilized the chat feature on the Kohl 's website instead. They gave me the information they could, but in the end, directed me to call customer service again ; which was of no help the first time. 

***************************** USER : AGENT ( XXXX XXXX ) : Hi, my name is XXXX XXXX XXXX moment while I review your question. We have a short survey after we disconnect the chat. Please consider completing it as your feedback is very important to us. 

BOT : Current wait time is 1 minute ( s ). 
BOT : Please wait for an associate to connect! 

USER : I need the customer service email address, please. 

BOT : We're still waiting for the agent. I'll pass your message along when they connect. 

AGENT ( XXXX XXXX ) : Hi, XXXX. Good day! Thank you for contacting us. 

USER : Hi there. 
USER : I need the customer service email address for the Kohls Charge Card Service USER : Hello? 

AGENT ( XXXX XXXX ) : I understand that you are reaching us about changing your email address. 

USER : No. 
USER : I need the customer service email address. 
USER : That is all. 

AGENT ( XXXX XXXX ) : I apologize however, we don't have any email address for Kohl 's Card we only have their toll free number for them to help you change your email address to avoid any missing payments. Would that be okay? 

USER : I don't need to call or change my email address. I already did that. 
USER : The lady over the phone doesn't understand my question due to her XXXX struggles. 
USER : I empathize with that ; however, I need to speak to someone who can help me with my question. NOT about my email address. 

AGENT ( XXXX XXXX ) : I apologize however, we don't have any email address for customer support here in our end. 

USER : So, I need to contact corporate? 

AGENT ( XXXX XXXX ) : May I know what is your main concern, please? Is this regarding to your shopping account or in your Kohl 's Card account? 

USER : Kohl 's Charge Account. 

AGENT ( XXXX XXXX ) : If I may ask, is this about setting up your auto payment, am I correct? 

USER : No. 

AGENT ( XXXX XXXX ) : Can you tell me more about your main concern, please? 
AGENT ( XXXX XXXX ) : I apologize for that, XXXX. I would love to give you the email address of the department you are referring to for the email address if we have one. However, we can only assist here in chat and through phone services. 
AGENT ( XXXX XXXX ) : Please let me know your thoughts about this. 

USER : I checked my FICO score this morning, and it reported Kohl 's collection agency marking my account as delinquent. I have never missed a payment since opening the account years ago. I recognize that there was a {$15.00} dollar charge posted on my account ; however, I was under the impression my account was set-up for autopay. Apparently, it was not ; and, for that reason, the {$15.00} charge was left unpaid since XXXX. I never received a letter in the mail, nor did I receive an email stating I had a balance on my account. If an email was sent, it was more than likely sent to the ( ), which would be the incorrect email, as I have not been a student for over 4 years. My email address is correct on my Kohl 's rewards account. But, again, I never received notice of a payment being due. I paid the balance in full this morning once I recognized there was a balance post checking my credit report. I would like to know how I go about getting this delinquent report removed from my credit. If you look at my history, I am never late with any payment accounts. 

AGENT ( XXXX XXXX ) : Thank you for clarifying that, XXXX. Would it be okay for you to check your Kohl 's Card account for us to identify if this is still tagged as delinquent? 

USER : It is still tagged as delinquent on my credit report, yes. 

AGENT ( XXXX XXXX ) : Thank you, let 's get you verified and pull up your Kohl 's Card account first. Can I please have the phone number linked to your Kohls Card account? 

USER : XXXX AGENT ( XXXX XXXX ) : By the way, can you please help me verify your exact name that appears on your Kohl 's Card? 

USER : XXXX XXXX XXXX XXXX ( XXXX XXXX ) : Thank you! For verification purposes, kindly provide your date of birth through the secret window by clicking the icon next to the message box. 
AGENT ( XXXX XXXX ) : Thank you for providing that. It won't be necessary to use the secret window further. Is the phone number you provided earlier a mobile number or a landline number? 

USER : Mobile AGENT ( XXXX XXXX ) : Before I can access your account, I will need to complete an instant verification process using your mobile phone number. I will send you a text and standard messaging and data rates may apply. May I proceed? 

USER : Yes AGENT ( XXXX XXXX ) : Great! Once you receive the text message, kindly click on the link to complete the instant verification. 
AGENT ( XXXX XXXX ) : I have just got the confirmation! I appreciate all your help. Please allow me to check your account for a moment. 

USER : Thank you AGENT ( XXXX XXXX ) : You're always welcome, I just wanted to let you know that as per checking here it shows that your account is in normal status and not delinquent. Rest assured that your account is not in delinquent status and you can re check it and refresh to see. 

USER : It won't allow me to login due to me having to reset my password after several failed attempts to login in. That's why I had to call to get my email address on file changed. It kept sending codes to the wrong email, one that I no longer have access to. Is there a way to refresh this? Also, now that my account is no longer in delinquent status, how long will this take to refresh on my credit report history? 

AGENT ( XXXX XXXX ) : We don't have any further information regarding the status of your credit reporting. What I can advise is to call for further assistance in changing your email address and also for the credit bureau. I apologize for this issue that has caused. 

USER : This whole situation dropped my credit score significantly. Do you all not notify customers when there is a balance due? I & apos ; m going to re-set up my auto pay once I & apos ; m allowed back into my account ; but in the off chance this happens again, what is the communication? 
USER : Are you able to unlock my account and let me know how to be notified of further balances? 

AGENT ( XXXX XXXX ) : If you have a balance in your account it will be sent through your email to notify you to check your statement tab. 

USER : So, to clarify, my Kohls rewards account is not linked to my Kohls charge account? Because, my information is correct in my Kohls rewards account. Why didn't it transfer over? If the outdated email was receiving notifications, would that not have shown up as an invalid account? That email has been closed for 4 years and can no longer be access nor receive emails. 
USER : I appreciate your help by the way. This is the most information I've received all morning. 

AGENT ( XXXX XXXX A. ) : Hi. This is XXXX. XXXX of the supervisors. It looks like my associate already exhausted her options to assist you. Please allow me to take over this chat to further help. 

USER : Great! 
USER : Do I need to recount what has already been stated? 
USER : I tried calling, but she couldn't understand my question over the phone. I appreciate you both for helping me. 

AGENT ( XXXX XXXX A. ) : Thank you so much of your patience, XXXX. As what I am understanding with your question, you are asking if how are we notifying the customer 's regarding their balance due, right? 

USER : Yes, that ; and, when will this delinquent report be removed from my credit history, as well as can someone unlock my account so I can log in to re-set-up auto pay? I'm not sure why its not already checked. My main frustration is why I was never contacted about there being a balance due. I didn't get a letter or an email. I had to call this morning to get my email address for the account changed, as the password reset code kept being sent to an old email address I had in college. I updated my email and billing information in my Kohls Charge Account a long time ago ; but, I'm assuming it doesn't update across all accounts? 

AGENT ( XXXX XXXX A. ) : I have not received any response. Is there anything else I can assist you with today? 

USER : I was typing.. 
USER : Sorry, I updated my email and billing in my Kohls rewards account. Are those two accounts not linked? 
USER : I know there are several questions to follow, so please take your time. 
USER : I'm just frazzled because I always pay my accounts on time and have never missed a payment for Kohls or any other account ; so to see my credit score drop so much over a {$15.00} charge is very alarming. 

AGENT ( XXXX XXXX A. ) : I see. Thank you for clarifying. To answer your first question, credit bureau reporting is processed monthly. We are unable to unlock account manually here, you just have to give it a few hours and it will be unlocked automatically. All customers are notified with their balance due via their statements. In order for the email to be updated for your electronic statement, you have to update it on your account online. Rewards account is different from your Kohl 's Credit Card account. 

USER : So the statements have been going to the old email address? Was there no " return to sender '' notification being that the email account is void? Not sure if you can see that on your end by looking in my account.

USER : One more question after you answer that one.. again, thank you for your time. I've just never experienced this before. I have so much financial anxiety and I try to keep everything in line. 

AGENT ( XXXX XXXX A. ) : You will not receive the statement via email. You will only receive a notification in your email that says that your statement is ready to be view in your account. Unfortunately, the notifications were sent to your old email address. Actually, there was a letter sent last XXXX for the returned email notification. 

USER : Thanks for that clarification. I'm assuming it was sent to an old address as well? I've lived at my current address for over a year. Is the one on file still XXXX XXXX XXXX XXXX XXXX, XXXX NC, XXXX? If so, that is incorrect. My updated address is XXXX XXXX XXXX. XXXX XXXX, XXXX, NC XXXX. I'm assuming the letter was sent to the old address being that the email address on file was wrong too. This is awful.. Once a month has passed, will the " delinquent status '' be removed from my credit report history? 
USER : Like I said, I updated my contact and billing information on the Kohls Rewards account assuming it was all linked, but you're telling me its not ; so, I know for future reference. Just trying to figure out how to get all of this rectified so it doesn't affect poorly on my credit history. 

AGENT ( XXXX XXXX A. ) : The address on your account is already the updated one, XXXX. I apologize if you got confused with the accounts and the statements. For your credit reporting, I really can not guarantee anything about it because we do not have an access to it however, rest assured that Kohl 's do the reporting monthly. 

USER : I'm just trying to figure out how my mailing address was updated and not the email. Oh boy. I still never received a letter, regardless. But, thanks for your help. I wasn't confused about statements, its like that for all credit card accounts. I just never got an email saying it was ready, and now we know why. I'll save this chat and check in with corporate in a month if its still lingering on my credit report. Thanks, XXXX. Tell the other lady thanks as well.

Company response to consumer: Closed with non-monetary relief