Consumer complaint received 2017-02-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
Kohls department store closed my account by letter a few days after I called as a result of a letter that I received from them due to a payment returned that was an automatic payment from my credit union. I spoke to the Kohls representative and he told me that if I pay {$300.00}. at that moment by phone with him and then pay another XXXX. on my due date then I would not be penalized for the returned payment and my credit would not be negatively affected. I did as instructed initially, I gave the Kohls rep. my bank debit card number and he authorized a payment of {$300.00}. However, a few days later I received a letter stating my account was being closed due to " no adhering to their credit card policies ''. 
I had reached a {$3000.00} limit on my Kohls credit card due to my good payment and purchase history. I had my account for over 3 years. I paid in the store by cash at the beginning of each month even though my payment due date was the XXXX of the month. I also paid more than what was due. I had also reached MVP or Most Valuable purchaser award level due to my account history. However, when I was unable to get to the store after I had a car accident - I tried to go to the Kohls online site and set up an autopayment from my credit union checking account for Kohls. The auto payments did not work out but by the time I realized it - my balance was over the limit but I, in good faith, called Kohls customer service -- I was transferred over 15 times and finally got to someone told me to resolve the problem, pay {$300.00} by debit today and {$200.00} on the due date. In the process, Kohls closed my account even though the Kohls rep that took my money over the phone told me " YOUR ACCOUNT WILL NOT BE NEGATIVELY AFFECTED NOR WILL YOU CREDIT BE NEGATIVELY AFFECTED ''. HOWEVER, when I called back, I was transferred 15 times and even transferred to a fax machine at one time and had to hang up and call back. The Kohls reps I talked told me things like " I do n't know why they transferred you to me '', " Let me get you to someone that can help you '', " You need to speak to the fraud department '', in the process of the transferring ; I heard a person that stayed on the line say " XXXX mess their credit up and then want someone else to fix it ''. 
I immediately hung up and wrote an email to the highest authority that I could reach in the organization via the Kohls website. My complaint reached the desk of the Operations department at the Kohls main office. In response, a secretary called me back and said " I have already researched what happened to your account and 1 ) I did not hear the Kohls rep. tell you that if you paid {$300.00} to him then my account and credit would not be negatively impacted and 2 ) I did not hear in " derogatory '' comments made and 3 ) your account was closed due to the returned payment and " we do n't know if we are going to get our money ''. For, each question I asked even as I asked if my account can be reopened because for the store to close the account would show negatively on my credit. She told me to pay cash from now own in the store, I agreed. Then she said No, your account can not be reopened because " we do n't know if we are going to get our money '' " you said you did n't realize the payment returned did n't your bank notify you '' I stated no, I called the Kohls automated about 3 days after the payment and my balance had gone down so I thought all was well. She then said " well, we still do n't know if we are going to get our money, we do n't know if you are going to pay the {$200.00} in cash on the XXXX, we have to protect our interest '. IN OTHER WORDS WHAT YOU HAVE SAID IS A LIE, YOU ARE LYING ABOUT EVERYTHING - YOU WERE NOT CALL XXXX XXXX 1 ) NO TRANSFER HAPPENED 15 TIMES, 2 ) I LISTENED TO THE TAPES AND NOBODY SAID MAKING A PAYMENT AGREEMENT WOULD SETTLE THE MATTER 3 ) WE DID NOT CLOSE YOUR ACCOUNT A FEW DAYS AFTER.

Company response to consumer: Closed with explanation