Consumer complaint received 2017-07-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NE
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Kohls Credit : many technical issues disallowing managing payments, and incompetent service agents.
See below as experienced by me,   XXXX   XXXX  ,  XXXX ,  XXXX  on  XXXX / XXXX /17 : Mobile App for making payments is broken. Impossible to sign in.
Kohls does not use the internet STANDARD of making userids case INSENSITIVE.
Mobile phone software continually capitalizes first letter of userid 's as you type them. Results are that mobile logins are impossible unless one has a PhD in mobile development and figures out Kohl 's lack of compliance with web standards.
Payments may " completely disappear '' from payment history making impossible to determine if one has already scheduled a payment or not!! Kohl 's Help Screens indicate that payments disappear for 24-48 hours!!
Per FAQ 's : " If your payment was made after   XXXX   XXXX   Central Time, it may take up to 48 hours depending on the time of day it was submitted, before it becomes visible. '' This causes anxiety attacks due to lack of complete last of visibility into payments in full for thousands of dollars!!
Credit Card Message Center is broken after hours ( or all the time! ). Clicking on Message Center forces one to re-login on another session, one can never actually reach the Message Center due to this polish loop redirecting user to login again when trying to reach the message center. Message Center button is NOT disabled and has NO HOURS LISTED, to indicate that one can not message Kohls during certain hours. Phone Customer Service contact information also has NO HOURS listed, only after calling them is it revealed that you will not receive any help.
Kohls credit agents refuse to transfer you to a supervisor when asked. Please pull my phone long from  XXXX / XXXX /17 for evidence.
Kohls credit agents are mentally challenged. The are incapable of following basic conditional logic such as : please check if I have a payment already scheduled. If I do, please do not schedule another payment. If I do n't, please schedule a payment for me.
I have NO IDEA what this agent did or did not do ( see ABOVE, regarding disappearing online payments/lack of transparency in viewing your scheduled payments, and inability to login to mobile credit app ). Please pull my phone log from  XXXX / XXXX /17 for evidence. Basically I think this agent left me with NO payment scheduled causing me to incur both a late fee and interest charges after I specifically asked for help in scheduling an on-time payment in full over the phonel!!!!
Remedies : Refund my late fee and interest charges due to Kohl 's agent 's severe incompetence in completing the simple task of scheduling an on time payment in full!
Fire the Kohl 's agent due to payment service incompetence and refusing to transfer me to a supervisor.
Fix websites to make userid case insensitive per web standards. At a bare minimum, publish on all interfaces, so sorry, Kohls credit has a case SENSITIVE userid and you must abide by this. By the way, the Kohls.com shopping website ( My Account ) uses a case INSENSITIVE userid as per web standards, so Kohls applications are inherently inconsistent.
Fix the Contact Center button to actually take you to a place where you can message Kohl 's, and not into a dead-end polish loop. ( The may only happen after hours, or it may happen all of the time. ) Publish both Phone and Message Center hours. Do not force user down complex and time-consuming bunny trails only to discover that no help is going to be available.
Fix credit website to not make payments disappear, and not to describe payments as disappearing in the Help Documentation. Payments should always be visible always, in all of their statuses!!

Company response to consumer: Closed with explanation