Consumer complaint received 2020-06-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have a Kohl 's card since XXXX but only used it ONE TIME in XX/XX/XXXX. 


During Coronavirus I have been out of work and postponed all my payments to every creditor or else paid everything I could. NOTHING was late. I have been building credit for years and had no late payments before. This card was only to build credit. When I couldn't work I decided to pay the balance in full from my XXXX purchase. I signed in to kohls on my due date and paid the account down to XXXX   in XXXX. I never had a phone call or bill from them. My bills are paperless. Any other time any bill is late any company calls yet they never notified me. 


In XXXX I received a credit alert and to my surprise, there was a 60 day past due for Kohls. I called and they told me I signed in too late on the due date so they LATER added a late fee. I explained it was impossible because I paid it to XXXX on the due date. They corrected the fee and told me they would take care of it. I have contacted several times since then both online and by phone and asked to speak to a surpervisor. Each time no one ever gets back to me. I get overseas reps that do not seem to have any ability to fix anything but I am never able to speak to a supervisor or anyone that can correct this issue. 

My online bill and account now says I had a late fee XX/XX/XXXX and paid on the XXXX which is absolutely not true. If I logged in too late on the XXXX then they obviously never had a late fee on there for the XXXX ( which is it? I signed in on the XXXX there was no late fee or they are now saying I paid on the XXXX but there still was no fee ) They are making dates up which makes this worse. I had a XXXX balance when I paid on the due date. If I paid it too late in the day on the XXXX I can accept a fee. What I dont accept is paying to XXXX and then getting no call, e-mail or bill to notify me I no longer had a XXXX balance. If I had been notified I would have paid it immediately as to not mess up my credit. I work so hard to try to get a mortgage and now still can't due to this. This tanked my credit and it's just so unfair to be punished when I did things responsibly, paid the account to XXXX, and didn't ask to have payment postponed although I was out of work. 

I am impacted by Covid and I understand that I need to notify creditors of a concern. However, I didn't have a reason to call to tell them I was out of work since I paid the entire account off. Why would I report I'm out of work or I can't pay for a {$0.00} balance bill? I had no reason to log in or call them because I had no way to know they added money to my account after it was already paid down to {$0.00}. Obviously if I'm out of work I wasn't adding more to my charge card and never used it since XXXX. 

I sent a correction to my credit reports and since I contacted so many times with no reply I assumed the credit report would just get corrected. Once I received the results of the credit dispute they are not even allowing it to get removed. 

I also added XXXX because any time I ask them to confirm or correct incorrect information it does not appear to get corrected. I do not believe they are properly confirming info that I know is incorrect. This is not the only issue. Taking the word of a creditor is not the way to investigate. I am planning to report them further if they do not fix the errors I have sent them multiple times.

Company response to consumer: Closed with non-monetary relief