Consumer complaint received 2022-07-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
Product: Credit card or prepaid 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:
Hello, I have been a cardholder with Kohls since XXXX. All of my payments were made on time, via auto-pay. They always have been on auto pay, as all my other payments have, to ensure there are never any lates. I work in finance and credit, so credit is EXTREMELY important to me. In XXXX of XXXX, I got a call from my bank telling me that Kohls was trying to pull a payment but was missing a XXXX on their end. Oddly, on my Kohls dash, my account number was correct. My bank told me to call Kohls as the payment would not go through due to the missing digit. I call Kohls, and the woman I spoke to repeatedly told me the payment was pulling fine. It did not. They charged me some {$30.00} late fee. I called and they were able to fix it. This is even relevant because it shows a precedent in Kohl 's making errors when it comes to buyers/ payments. Fast forward, today ( XX/XX/XXXX ) I have a missed phone call from Kohls. I go onto my account and showing a late payment of {$9.00}. I then see that they reported me late to the bureaus, knocking my score by XXXX. I immediately call and talk to three ladies. The first told me there was nothing she could do- she didnt see auto pay on my account. She also kept insisting they didnt report me late to the bureaus and I told her I was literally looking at the marks on XXXX and XXXX! Both indicating I was delinquent! The second lady told me all I could do was dispute with the bureaus- they couldnt do anything on their end, and kept saying it wasnt their error, to which I said it is, because I had never, ever cancelled Autopay, nor had even been on the Kohls site in months. I told her I would NEVER turn off my autopay, ever. She then transferred me to another lady, reluctantly, as I told her I needed to speak to a supervisor. She told me her supervisor was busy and someone would call in XXXX hours. I told her this wasnt acceptable- this was really important to me! By this time I am in tears. I explain to her that this has got to be another error on their end, I would never allow my credit to tank over {$9.00}. She then tells me that if my account goes to a {$0.00} balance, which it did for several months the system will kick off the autopay! How would I know this? I put it on autopay so I dont have to keep track of it. She was kind enough to escalate my case to a team that will review this and make a decision within 25 days as to whether or not they will reverse this late from my record. 

Honestly, I am devastated. This completely ruined my day, made me cry, and I can not believe that a company I shopped at for years would turn off someones autopay when it is a {$0.00} balance, only for me to purchase something, and have no idea it was off autopay. A {$7.00} dollar rug is what it was. I work in finance and credit, and this is something that could damage my job. I also felt the first two ladies I spoke with didnt really understand or care about my credit or concern here. One of them even told me her supervisor was busy and I insisted this could not wait- that it was really troubling to me. I really do not want to have to wait 25 days on this only to find out that nobody will be helping me with this. My credit is EXTREMELY important, and it is remiss to turn off autopay when someone believes they are covered, only to not reverse this when I called in. Please remove this mark from my record- I have worked a lifetime to ensure my bills are paid on time and to destroy what I have worked hard for over {$9.00} is really an awful thing to do to your consumer. Please have someone call me as soon as possible to rectify this. Thank you,

Company response to consumer: Closed with non-monetary relief