Consumer complaint received 2020-12-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
STOP gaslighting me, Kohls! I think it is INCREDIBLY disturbing that you keep telling me that my email somehow magically changed after, what, SEVEN YEARS - without my knowledge? That somehow my email magically was updated and that I magically lost the ability to READ my own email address on my user profile? Dude. I thought it would go without saying that I can read. Do you gaslight all of your customers like this, or is it just the women customers who you find too XX/XX/XXXX to read their own user profiles? If your system literally can not flag a changed email address or when or HOW it happened, honestly you need to FIX that. You need to KNOW when/who/HOW an email was changed, because it sure as XXXX was NOT me who changed it. I am still - this is the third time now - being told that because the phone associate ( again, not XXXX - the illegal one ) somehow changed my email back to my correct email because " it was ChAnGeD bEfOrE tHe XXXX '' ( liars ). You tried to buy me off with a {$50.00} in reward to cover your representatives wanton illegal behavior. I did not use that {$50.00} because I am uncomfortable with the way Kohls is handling my complaint, making me out to be an XXXX as if I do not know exactly what happened and what she did to my account illegally! If you were me, and you occasionally had people mistakenly believe you had a XXXX account, I think you'd be on high alert for seeing an incorrect email address on webpages, ESPECIALLY on credit accounts! I am always on high alert and very aware of my login info for every website and account, especially credit accounts. So stop gaslighting me, Kohls. When I logged into my credit account on XX/XX/XXXX, I was looking at my login info and there was NOTHING incorrect at that time. My interaction with XXXX had NOTHING to do with an email address, and I was literally looking at my profile info while she and I interacted. My email, as displayed on my own profile at that time ( and even now ) was accurate - MAIL dot com. So stop pretending that I must not have seen some hidden secret incorrect email address behind the iron curtain. I know what she did. My email address was a mail dot com address. I was literally looking at it on my profile, which is WHY I got so angry when this woman told me that I could go view my account info on my profile - because that is EXACTLY the webpage I was already ON. That paternalistic talking-down to me was completely unwarranted and entirely UNFAIR because that was the webpage I was on!!!!! My email was not incorrect when I logged in to chat with XXXX that day - So please stop telling me that she did not find me with my correct email. It is a lie, considering when you have an email changed it apparently generates an email, and zero - ZERO emails showing an email change came through prior to the XXXX and my profile that I was LOOKING AT WITH MY OWN TWO EYES was still accurate during my web chat with Grace. It was not, as you keep lying to me about, a gmail address that day at that time! Why are you defending this!? Why are you still, even NOW, making me out to be some XXXX who can't read my own user profile!? I know what happened to me. I don't even care about XXXX. I logged into my credit account account on the XXXX and was web-chatting with the associate, XXXX, and literally was looking at my correct email address ON MY CREDIT CARD PROFILE WHILE SHE WAS TELLING ME I GAVE HER THE WRONG EMAIL. That is XXXX. My email was changed by HER, and NOT the person on the phone who was helping me. You are liars - hiding the truth or simply ignorant of your own systems. I keep being told that my email was not changed on the XXXX - That it was somehow changed prior! IMPOSSIBLE, since the only email I have " confirming a change '' TO an incorrect email happened ON THE XXXX. My proof? What more do you want from me - I have been receiving emails at my correct email address prior to the XXXX and up until the time I got off of the web chat when I saw an auto-generated email come through that my email had been illegally updated! THAT HAPPENED BECAUSE SHE CHANGED IT. I SWEAR TO XXXX HOW CAN YOU STILL BE SO OBTUSE?? It absolutely was changed by XXXX. I got the email stating it was changed to a XXXX instead of my accurate account ON THE XXXX after chatting with her. I know how to read. I am ALWAYS on high alert to insure my credit accounts contain accurate info and you are STILL, this is the THIRD complaint, trying to make it out to where I don't know what my own email was and ALWAYS will be on an account I have had for at least a half a decade! You are still telling me that I do not know anything about my own account privacy. Kohls is still telling me that she did not do this when there is no way- NO way on XXXX 's green earth that the correct email I provided was not still my correct email on the day I was chatting with Grace. I was LOOKING at my CORRECT email as it was displayed ON MY SCREEN. The gaslighting has to STOP. This is so much worse than anything I have ever been through - a VERY serious complaint about an associate who provided me with inaccurate complaint information after changing my email and then terminating my web chat to escape accountability. Stop GASLIGHTING ME. Fix your systems to SHOW when or who changed this kind of VERY personal info. If you had this system in place, you would NOT be blaming me right now.

Company response to consumer: Closed with explanation