Consumer complaint received 2018-05-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX I contacted Kohl 's Charge in order to get a copy of my Statement faxed to my Broker, I provided a fax number and who the fax should be sent to. I was told a request had been submitted. We are in the process of closing on our house and are trying to pay this account - payment after escrow, this is holding things up. 

XX/XX/XXXX @ ~XXXX XXXX XXXX XXXX - I contacted Kohl 's to get a copy of my statement, relaying that the fax was never received by my broker. I was told that they don't fax statements. I asked to speak with a supervisor, the supervisor told me the same thing " we can't fax statements ''. I asked to speak with her supervisor. I was transferred to a man, who said that the best he could do for me right now was a letter stating my account number, balance, and name on account. At that time, I told him that wouldn't work, that my broker was requesting a statement. I asked to speak with someone in America, at which time he said that he would put in a request. 

XX/XX/XXXX @ ~XXXX XXXX - I contact my broker to let him know the situation, he tells me that a letter will work fine. 

XX/XX/XXXX @ ~XXXX - I contact the Kohl 's store in XXXX , OR hoping that someone in Customer Service can help me. I am told that they don't have any access to my account information because it's a second party that handles the credit cards - Capital One. They ask me to come into the store because they think they can help get me what I'm needing if I'm there. 

XX/XX/XXXX @ ~XXXX - We call Kohl 's Charge from the Kohls store in XXXX , OR. This time we are told that faxes can take up to 72 hours to process but that I should be seeing my statement on the Kohl 's website. The Kohls associate and I tell them that my account is stating, " No Statements Available '' on the website. At which time they tell me that it must be because I'm not signed up to receive statements electronically - I was and am signed up to receive statements electronically. We asked to speak with a manager. We are hung up on. 
We call back and I ask to speak with a manager. I am told, " if this is about the fax thing, there is nothing we can do about it, you are going to get the same answer ''. Everyone I spoke with had a different answer - the last time I spoke with a manager I was told that they do fax statements, and that they have a " fax department '', and that it can take anywhere from 72 hours to 10 business days for things to be faxed, she also didn't know where this fax department was or how to transfer me there. They refused to e-mail me a statement or fix my account so that I could view statements. I am trying to pay this account and I am feeling like they are stalling in order to collect more interest on this account. They are making it very difficult to close account. 

XX/XX/XXXX - Kohls associate and myself submit an e-mail to the Customer Service department at Kohls Charge and let them know that I can't see any statements on my account and that I've been trying to get information faxed without success. Their reply was that there must be something wrong with my e-mail and that they don't fax. 

It shouldn't be this difficult to pay off an account.

Company response to consumer: Closed with non-monetary relief