Consumer complaint received 2020-10-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Kohls has tried to take advantage of me during the COVID 19 Pandemic financial crisis by racking up excessive interest charges, late fees and sending negative reports to the credit bureau on the balance Kohls alleges that I owe.

Kohls has : Sent negative reports to the credit bureau while the consumer is in a COVID-19 Forbearance. Kohls has failed to correct the negative reporting once

the COVID 19 Forbearance was placed on the account. Possesses a message center that does not answer questions submitted within 48 hours for the COVID-19 forbearance even though you are requested  to submit them there.

Once the COVID messages are submitted, the consumer is then directed to call back in to discuss it with a customer service rep instead of answering any part of the COVID 19 Forbearance request
online. It just states completed.

There is no written policy about the terms of the COVID 19 policy. I have requested it several times from representatives but they do not have one. There is nothing on the bill that states that I am in a COVID 19 forbearance.So the only way I would know that I m in a COVID 19 Forbearance is by the word of the representative. Collection customer service representatives that either refused to place me in a COVID 19 Forbearance.
Collection customer service representatives that did not submit the paperwork for me to be placed into a COVID 19 forbearance. I would call in to follow up and the previous collections representative would not have placed the forbearance upon the account causing negative reporting to the credit bureaus and erroneous late fees to be charged.

It took numerous phone calls and numerous requests to have The COVID 19 forbearance placed upon the account.

Most of the time I was advised that a Supervisor was not available or they would have to call me back but the rep could not give me their name or what time they would be able to call me back.
After reps state that they would, supervisors would not follow up and call back.

Failure to protect PII account verification options- some collections reps would not allow alternate methods to the last 4 of SSN to be used in verifying the account. However, Kohls corporate office rep stated that all reps can authorize an alternate method.

I was usually ( 98 % ) of the time directed to outsourced collection  customer service reps in countries such as the XXXX, XXXX, the XXXX XXXX, etc. I have a hard time understanding some representatives due to their thick accents and they sometimes would act as if they did not understand what I was saying. This would make trying to investigate the alleged balance that Kohls attempts to claim that I allegedly owe extremely tedious to access, discuss, get accurate information or resolve.

Transferred blindly and hung up on by several collection reps.

Harassment- Denied request to be transferred back to the United State or put in hold for really long wait times before transferred back in the queue. Interrogated by reps as to why I wanted to be transferred back to a US collections customer service rep. Erroneous late fees placed on the account while under COVID forbearance. Account was not credited for increased balance after erroneous late fees charged on account.
Customer service reps failed to explain what would be the calculation used to credit the difference in interest charges to the increased balance after the late fees were charged Kohls reps did not clarify as to whether or not the COVID forbearance was backdated to XX/XX/2020 and was not reflected on the account Collection reps repeatedly called back to back throughout the week even though I put in a request to not be contacted and I was also advised by a collection rep that I would not be contacted while under the COVID 19 forbearance program.

Kohls has failed to provide the original signed credit card contract.

Kohls has questionable security practices & business practices in utilizing numerous outsourced collection and customer service reps to handle sensitive PII and account information

Company response to consumer: Closed with explanation