Consumer complaint received 2018-11-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I opened up a Kohl 's store card on XX/XX/2018. I waited for a bill and a credit card to be issued but they never were delivered. I went to the Kohl 's store in XX/XX/2018 to investigate because I felt certain that the clothes I purchased on the to-be-delivered Kohl 's card would be due. I was told by Kohls ( in XXXX, VA ) that it would be delivered and not to worry. I had no account number at this time either. 

In XX/XX/XXXX I received a letter from Kohl 's with a subject heading of " RE :  Application Number : XXXX '' also addressed to the WRONG ADDRESS. It was close enough that it was delivered to my home eventually. It stated I had a Kohl 's credit card ( which I had years ago and had closed ). It further stated that it could not process the application and to call them at XXXX to get assistance and a " replacement '' card. 

Soon after receiving this letter in XX/XX/2018, I called on XX/XX/2018 to " Kohl 's Customer Service Contact Center '' at the above noted number. I spoke to XXXX ( agent XXXX ). She immediately told me I had late fees. She could also see where the previous Kohl 's credit card was cancelled. I explained I had never received a new Kohl 's credit card, the one I applied for in XX/XX/2018, and that I also had no billing statements either. She explained that a new card had never been issued, and I also pointed out that they had the wrong address for me as well. She fixed this and took off the two late fee  charges. She also had the credit card generated. 

The credit card eventually arrived at my house. In a separate mailing, I received my first billing statement two days before it was due. I immediately paid it once I received it by mailing a check. I viewed my account online today for the first time and I see where the check was credited to my account on XX/XX/2018 and the bill " due date '' was XX/XX/2018. I received the billing statement on XX/XX/2018 and mailed the check on XX/XX/2018. I had an outstanding bill of {$52.00}. On reviewing all of the charges from XX/XX/XXXX until XX/XX/2018, I see that the original amount of money owed on goods was {$41.00}, then a return which credited the account in XX/XX/XXXX for {$5.00}, for a grand total of {$36.00}. I realized as I composed this complaint that although Kohl 's removed the fees for the two months, they incorrectly charged me interest during this time. When I paid the {$52.00}, I overpaid by {$15.00} without realizing it. 

There are two issues. First : I have been charged late fees and interest on the " late '' XX/XX/2018 bill, the bill of which was delivered two days before it was due. This was the first bill, and Kohl 's failed to issue it in a timely manner to me, even after I had the address corrected. Kohl 's did not leave me adequate time to pay the bill before the due date because they failed to provide the billing statement to me in a timely manner. Second : I was overcharged with interest fees that should have been removed and were not. I am also owed $ XXXXrefund for this overcharge in interest. 

I assumed Kohl 's would rectify problem of late fees and interest but they have not. 

Today I went to the store that I purchased goods from and opened the credit card in XXXX, VA, and spoke to their customer service. They said I had to call Kohl 's directly as they could not assist me with this problem. 

I then called Kohl 's Customer Service about this, and was told they would do nothing to fix this, that it was my problem and that I now owe the outstanding amount due to fees and interest of {$140.00} -- all originating with their failure to issue the FIRST correctly addressed billing statement and having it delivered two days before the bill was due. As I stated before, I immediately paid it once I received it. " XXXX '' at the help desk ( I failed to write down her agent ID ), told me that this was my problem, and that I owed the money even after I explained all of this to her. I told her I would be contacting the Virginia Attorney General 's office about this to report and she said she would no longer speak to me about my account. 

I decided to start with my problem here before contacting the AG 's office. I  do not owe this money in fees and interest because Kohl 's failed to provide adequate time for me to provide payment in a timely manner. I also have excellent credit and am concerned about how Kohl 's malfesance and negligence impact my credit history. 

I also do not think it is right or just to pay this money to them that they are not owed. 

Thank you for your assistance.

Company response to consumer: Closed with monetary relief