Consumer complaint received 2018-07-12
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
The company I work for changed our email addresses XXXX XXXX but both emails dumped into the same email inbox, and I'd used both for years. We were NOT told that XXXX email was going to stop working this past year, but it did. I was set up to receive email invoices with Kohl 's to XXXX email address, but as a result of the change, I stopped receiving my statements, and I did not know I had a past due balance with Kohl 's until I received a letter in the mail in XXXX telling me my account was inactive due to non-pay on a {$110.00} balance that generated as a result of purchases made on XX/XX/17 and XX/XX/17. I immediately called and took care of the balance and they credited the late fees. I did not know this had STRONGLY effected my credit scores until XXXX or XXXX. I have tried to resolve this with Koh 's but they say unless the error is their fault ( ex. THEY listed an incorrect email ) - they do not reverse information turned over to credit agencies. I believe this IS partly their fault for not notifying me there was an issue with my email. Other companies, including my MasterCard, notified me via PAPER mail of the issue with my email BEFORE any balances fell past due, and I corrected it with them. I had no idea Kohl 's had XXXX email and that I was not receiving statements, but KOHL 's knew my email had kicked back and that I was not receiving invoices, so they should have sent something to me in the mail as soon as that happened like other companies did. The first paper mail communication I received should NOT have been a suspension letter when they KNEW I wasn't getting my invoices via email. I'm so disappointed in Kohl 's for not working with me to correct this on my credit history that I've closed my Kohl 's charge card account, and I will NOT shop there anymore, and I'll be sure to post everywhere I can about the poor customer service experience I've had with them. I'm XXXX years old and have NEVER had a late payment on my credit history, and I have always had excellent credit scores, and I'm EXTREMELY disappointed that this ONE late payment of only {$110.00} has affected my credit score so  extremely, and Kohl 's will not adjust it when it's NOT my fault the email stopped working, and although I agree it's not their fault either, ONE letter thrown in the mail when the email kicked back notifying me of the issue would have resolved all of this. If it is not Kohl 's policy to notify customers via paper mail when an email fails then it should be - that's just good customer service. Some people ( LIKE ME ) may not know when an email stops working or gets cancelled, or just may not remember to change it with ALL companies that email statements. Kohl 's had NO problem mailing me a letter telling me that my account was suspended. Seems like it would make more sense to MAIL a notice letting my know my email was failing first. Then I could have corrected the email, paid my balance ON TIME, and it NEVER would have gotten this far. I am SO disappointed in Kohl 's, and EVERYONE I can reach via the XXXX XXXX XXXX and social media is going to know about it!

Company response to consumer: Closed with explanation