Consumer complaint received 2023-10-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I had a Kohl 's store credit card with a credit limit of {$300.00}. On or around XXXX, I received my statement via email showing that my current balance was {$210.00} with a total minimum due of {$49.00}. On XXXX, I made a {$300.00} dollar payment using my XXXX checking account. The payment confirmation number for that payment was XXXX. On XXXX, I made another payment in the amount of {$75.00} from my XXXX checking account. The payment confirmation number for that payment was XXXX. On XXXX, I made another payment of {$70.00} using my XXXX checking account. The confirmation number for that payment was XXXX. After making the payment in XXXX my complete account balance was paid off and on the Kohl 's app, it showed that my available credit was {$300.00} however on or around XX/XX/2022, when I was trying to use my Kohl 's credit card in the store to make a purchase my card kept being declined. So, I made a call to the customer service department and I was told on that day that my account had been closed not charged off. So imagine my surprise when in XXXX I received a statement stating that my account balance was {$560.00}. On or around XX/XX/2022, I made a call to Kohl 's credit card customer service department and I told her that there was no way I still owed that much money when I had paid off my account back in XXXX, and my account was closed. The representative tried to tell me that my payments were returned by my banking institution and I told the representative that there was no way the payments were returned because the payments were on my bank statements every month that I made the payments. The representative then placed me on a brief hold to review my account. When she returned on the line she told me that she was able to see where I had made several payments on my account which totaled {$450.00}. I then asked her how was it possible that I owed anything if my credit limit was only {$300.00} dollars. The young lady became confused and told me that I would need to dispute this through the credit bureaus. So I submitted my dispute through XXXX and a couple of days later XXXX came back with results stating " consumer disputes balance '' The account was charged off even though when I filed my dispute through XXXX I provided them with all 3 months of my bank statements plus my payment confirmation receipts for all three payments made. 

Kohl 's refusal and now XXXX refusal to fix these errors have negatively impacted my credit score since XXXX of XXXX  up until the present day by showing that I still owe them {$560.00} with my account in charge-off status even though the account was closed in XXXX of XXXX. Kohl 's has been inaccurately reporting my payment history to the credit bureaus. From XX/XX/2022 up until XXXX they reported that I paid on time which again is inaccurate because my account was closed in XXXX. So, I really don't understand how payment is reflected as being paid in XXXX and XXXX, in XXXX it shows that I was 30 days past due, and in XXXX it shows I was 60 days past due however on my account on the Kohl 's website it shows that I made a {$450.00} dollar payment on XX/XX/2022, which is also incorrect. I made a call to the customer service department on that date because I was still getting statements saying I owed them money when in fact I paid off my account balance in full 4 months prior and the account was closed.

Company response to consumer: Closed with monetary relief