Consumer complaint received 2019-02-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KY
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:
I have been a customer of Kohls for many, many years. With as many children as I have there arent many places that I can go and know that I will be able to clothe all of my children and do so without spending a fortune. I am writing to respectfully request a reversal of a report from Kohls on my credit report. 

My husband and I have XXXX children and we are in the process of selling our home and finally being able to upgrade to a larger home that is more convenient, appropriate for a family our size, and in a much safer neighborhood with amazing school districts for our children. While applying for our mortgage a few weeks ago we were notified of a 30 day late notice on my Kohls charge account. This, of course, was very alarming as I have always tried to make sure all payments were made within the month due, admittedly they were not always made on the exact due date, but in my many years of being a Kohls customer, even in the midst of filing Bankruptcy 2 years ago, we never missed a payment. 

This was an absolute mistake on my part and is no ones fault but my own. In XX/XX/2018 I logged on to make my payment and paid {$85.00}, which, I was sure, was more than the minimum payment due for that month. Apparently I was incorrect and the minimum payment was actually {$86.00}. I never received any notice that I was still behind on my payment, through e-mail or telephone, so I had no idea that I had underpaid. Honestly, who would under pay by {$1.00} knowing the penalty is so much greater than that!? Cut to the first week of XX/XX/XXXX I get a call from Kohls charge that I had not made my XX/XX/XXXX payment. I looked in my checkbook and I had written down the payment in my check register, but when I logged on to my checking account it was obvious that I had never actually made the payment. I apologized profusely to the woman on the phone and she allowed me to make my payment for XX/XX/XXXX and XX/XX/XXXX while on the phone with her and was courteous enough to wave all late fees that had incurred by my mistake. For that I was very grateful, and let her know as much. Even while on this phone call, the sweet lady never let me know that I had also underpaid in XX/XX/XXXX or that I would be getting the 30 day late report on my credit. 

When my mortgage company called to explain that we would be unable to get the loan because of the 30 day late report I called Kohls customer service right away. It wasnt until this phone call that I was made aware of having underpaid in XX/XX/XXXX. Of course, the sweet customer service lady was unable to help and kindly transferred my call to a supervisor, who was less than nice, and who told me that what I was asking him to do was illegal and, in summary, told me I should be ashamed for even asking. To be honest, I am ashamed. Ashamed that I made 2 careless  mistakes, 2 months in a row no less, and that is what has caused my family and I to be unable to move on to our dream home where we can finally be in a decent neighborhood with an amazing school district to raise our babies in. 

I have spoken with several people who have all said that it is not illegal in the least for a credit company to feel sympathy for a customer and to reverse a negative credit reporting. I am very respectfully requesting to have the kind of sympathy that would allow my family and I to be able to move on from this nightmare mistake that I made and to be able to live happily in our new home with enough room for my children to run and play without fear of the terrible neighborhood that ours has unfortunately turned into. Please find it in your heart to reverse this report that was made

Company response to consumer: Closed with explanation