Consumer complaint received 2020-12-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
My email address is at MAIL dot com, and NOT XXXX XXXX XXXX. To whom it may concern, this is a follow-up complaint because Kohls has made a point of doing very thin and hardly helpful due diligence in investigating my issue, and their response is completely falsified because dates are important. On XX/XX/2020 [ THAT'S RIGHT! I RECEIVED THIS EMAIL NOT THE XXXX, BUT ON THE XXXX, AS YOU CAN SEE! ] XXXX XXXX I received an email stating " Your Kohls.com account has been updated ''. This is disturbing because I had NOT changed my email but had been on web chat with a Kohls support person who had changed it illegally! The message therein stated, " Hi, B [ ] y. You recently updated your Email Address to XXXX XXXX and we want to let you know we've modified your Kohls.com account accordingly. '' That was an ILLEGAL CHANGE, and judging by the date of the email received, this means the illegal change to my email was made on the XXXX, NOT THE XXXX. Look at the time stamp!! If you honestly think my email was changed on the XXXX, you are paternalizing me as if I did not know how to use my own eyes to read my account information as it was displayed ON MY COMPUTER SCREEN during my interaction with Grace on the XXXX before she illegally changed it to XXXX, as well as the XXXX presuming I don't know why or when a one-time passcode was sent to me on the XXXX - and it was sent to my CORRECT address at XXXX and it had NOTHING to do with my email address, but merely an update to my password. My email was still accurate on the morning of the XXXX, because I know how to read and was looking directly at my CORRECT email address on the screen during my interaction with XXXX. I submitted a complaint with CFPB regarding a woman at Kohls customer support, XXXX, who illegally changed my email to a XXXX account on that day, XX/XX/XXXX. The response made by Kohls in regards to my original complaint stated that the email was changed on the XXXX because he saw they generated a one-time passcode, a passcode ACCESSED BY MY ACCURATE INFO - WHICH IS A XXXX ADDRESS, NOT A XXXX ADDRESS, so your " executive '' who investigated my complaint is wholly inept. That passcode had NOTHING TO DO WITH MY EMAIL, AND IT WAS QUITE OBVIOUSLY SENT TO MY CORRECT EMAIL ADDRESS AND NOT TO AN INCORRECT EMAIL ADDRESS ON THAT DATE. I have the screenshots and emails to PROVE THIS. The only OTP generated that day he alleges a change, the XXXX, was merely my old password ( or what I had believed to be my old password ) was NOT working on the XXXX, so I generated a OTP to correct this error and it had NOTHING to do with an email change - which was sent to XXXX XXXX XXXX, NOT XXXX XXXX XXXX, and just as another FYI - because this executive Kohls man literally thinks it is okay to lie when responding to customer complaints, I updated my password at that time and there was NO change made to my email in any way whatsoever on the XXXX, and none of the emails I received from Kohls at that time refer to any changes, and in fact my account management screen appropriately displayed my CORRECT email address ON THE XXXX, PRIOR TO AND DURING THE TIME I was web-chatting with Grace from Kohls who, yes, illegally changed my information AT THAT TIME. I was LOOKING at my screen when I informed her of my email address, looking directly at my CORRECT INFO prior to talking with her. I know BECAUSE of my own eyes AND my emails that were received on the XXXX that my email was still accurate, and the emails I have at my XXXX XXXX XXXX ACCOUNT are all appearing appropriately on the XXXX prior to my interaction with XXXX, contrary to the lies of the executive who responded to my original complaint. So, in this executive 's flippant disregard for the information actually contained in the passcode information, is what I have in my email from Kohls on the XXXX, a one-time passcode sent to me and NOT an update to my email. In fact, the illegal email changed by a Kohls credit card employee, was made on the XXXX per the email I received because the alert that my email had been changed to an email I do not own was sent to me on the XXXX. 

IF, and this is a BIG IF, Kohls thinks my email was changed on the XXXX, then WHY WOULD I NOT RECEIVE AN EMAIL ALERT ON THE XXXX? That is NOT what happened, because the OTP on the XXXX was for a password reset and NOT an email update. Who do you think you are, Kohls? I again used my own eyes and saw the correct email displayed on the screen in front of me when I was logged into my account chatting with XXXX as she bold-faced lied about what email she typed in in pulling up my account and changed it to cover her own behind.

Company response to consumer: Closed with explanation