Consumer complaint received 2023-09-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NE
Product: Credit card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
This is in regards to my Kohl 's store credit card ending in XXXX for XXXX XXXX XXXX XXXX ) and last XXXX digist of XXXX XXXX. As of XXXX, I had an {$86.00} credit balance shown on my account from a duplicate payment made in XXXX. I made a purchase XX/XX/XXXX of {$21.00} to go against my credit balance of {$86.00}. I spoke with the customer service rep at the store and was told that i had a credit balance. So i made my purchase and thought i still had around {$65.00} left in credit balance. I do not get statements mailed, even though we've requested them a XXXX times to be sent. I do not get paperless statements either and so i thought i had nothing due. XX/XX/XXXX, i was charged a late fee for my said purchase of {$21.00} and then XX/XX/XXXX i was charged another late fee and then negatively credit reported on that i hadnt paid the bill within 30 days. I had no idea i had a bill due, as i thought the purchase was put towards the credit, therefore making nothing due to pay. However after calling Kohl 's customer service line today, XX/XX/XXXX, the lady that helped me ( ID # XXXX ) told me that Kohl 's mailed me a refund check! Which i dont believe i ever received and asked if it had been cashed which she did not know. Additionally, she was unable to find my account for a good XXXX minutes, even though i had verified everything she requested. The lady then refunded me the late fees, however i had already paid the full balance of {$75.00} right before i called in. So she said that within XXXX hours my account would be updated and then i'd have another credit of the late fees that were refunded. I wanted to close my account since Kohl 's credit card makes it nothing but hard to pay your bill, as they dont send statements, you cant view statements online even though it says the last 3 months are available for viewing, it just shows no data available when you click it, and they dont offer auto pay like every other possible credit card company in XXXX. So since i'm closing my account she said she would mail a check for the refund of the late fees. So now she's supposedly sending me XXXX refund checks in the mail. Afte that i asked her who i can speak to about making a complaint about my situation. She then gives me the number XXXX to call. So i hang up and call the number, and its the exact number i was just talking to her on!!!!! So i have to redo all the verification, finally get to another customer service rep, and he cant find my account AGAIN!! So i ask for a supervisor and he cant send me to one without verifying my account, which he cant do. 

All in all, i want to ensure i get my 2 refund checks, my account closed so i dont have to work with this deceptive, incompetent company ever again, and make sure the CFPB is aware that they don't send statements, their online website to view statements is lacking and they screwed me over with my negative credit reporting as they told me i had a credit to put my purchase against and then " billed '' me for it with late fees. I've never missed a payment on my credit history! My only one is with XXXX! Because they're deceptive, unfair and abusive and make it difficult for customers to pay! Definitely a XXXX in my situation, as i could not have avoided the harm to my credit reporting as they told me and reflected it on my statement that i had a CREDIT BALANCE!

Company response to consumer: Closed with non-monetary relief