Consumer complaint received 2017-04-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I reluctantly opened a  Kohs  charge card with encouragement from one of your cashiers   XXXX   XXXX  . In   XXXX   XXXX   our family moved from  XXXX   XXXX   XXXX   XXXX  to  XXXX   XXXX   XXXX   XXXX . We forwarded our mail for 90 days and had the post office notify senders of our new address. Upon moving, we continue to receive mail from Kohls including promotions and sales. We did not receive any statements, however, we did not find it odd since we had just opened our account and had a zero balance.     Fast forward to   XXXX   XXXX  , my wife charged the Kohls card. The attendant asked to verify our address, she notified the cashier that our address had changed, updated the old address to our new address, and waited for the bill to arrive. However, the bill never came. When returning some items to Kohls after the  XXXX  holiday, we were made aware that our account was past due. We apologized for the late payment and paid the account in full that day in store. At this time, we re-confirmed our address for the second time.     In the month of  XXXX  I saw my  credit score  drop over  XXXX  points. My banker and I found the negative reporting was from a late payment to our Kohls account. I contact Kohls customer service to explain the reason for the missed payment and ask to cease reporting the late payment to the credit bureaus. At this time, we ask that customer service update our address for the third time. I wait for documentation in the mail to confirm the credit dispute as requested.     After a month of receiving no communication from Kohls documenting the dispute, I check my credit again. The late payment is still being shown on my credit. Again, I call customer service. The representative states they will mail confirmation of the dispute and asks for our address. We update our address for the fourth time and wait for the mail.  XXXX  comes and we still have nothing. We call to follow up with your customer service beginning of  XXXX  and go through several representatives before were able to efficiently communicate.     The representative we spoke with on  XXXX   XXXX  told us that apparently back in  XXXX , Kohls declined to remove the negative reporting. A document stating this matter was sent to  XXXX   XXXX   XXXX   XXXX  Once again, this is not our address! We had him check the account and there is no updated address on the account - after nearly 6 months of speaking with in-store employees and telecommunications customer service agents. We havent had any issue with our mail till this point which leads me to believe this is not a mail carrier error. I also do not believe it to be an error on my part considering I did not receive a bill.      Weve  gone rounds trying to communicate with their customer service team with little to no resolve. I have spoke with over half a dozen customer service representatives, mailed a letter, and have sent several emails in attempt to resolve this issue. Each of their employees has given me different information to resolve this issue and has lead me nowhere.     As a long-time customer I ask that you cease reporting the late payment to my credit and send confirmation of your decision to  XXXX   XXXX   XXXX   XXXX ,  XXXX   XXXX , SD,  XXXX  within a timely matter. I appreciate any time and consideration you are able to afford this matter and I look forward to conducting business with Kohls in the future.

Company response to consumer: Closed with explanation