Consumer complaint received 2015-05-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit card
Issue: Other

Complaint:
On XXXX/XXXX/XXXX. I called and made my Kohls payment via automated system. My bank account had sufficient funds to cover the {$52.00} payment the automated system said I owed. I entered my correct bank account number, and the system said hold while we process your payment. After a brief hold It said payment successful. I received a confirmation number XXXX. A few weeks later I went to Kohls and the card declined. I was shocked I have had this card from XXXX and never missed a payment or came close to this card 's limit. I called Kohls and they said our payment did n't go threw. REASON : Incorrect account number. After lengthy conversation with customer service they were able to get the last XXXX digits of account number used. It turns out the numbers were the XXXX digits before the last XXXX digits of my account. The system made an error and did n't compute the last XXXX digits of my account. 


At that time I asked what the total balance was and I paid in full. The total balance given to me was inaccurate and they sent me a refund check several months later because they had given me inaccurate high balance .. Also that day I asked if this system error was going to affect my credit and I was told yes because it made us 30 days late.. I asked to talk to the department that handles disputes. I was told they have no contact. I was told they would initiate the dispute and correspond with that department, After getting very frustrated they told me I can also send a letter. We promptly sent the letter to the XXXX XXXX XXXX We waited over 7 months and no response.. I am finding out months later they never Informed the credit bureau of dispute.. Calls letters, and emails over months with no resolution. I recently started calling customer service again, and XXXX to last Call to Kohls XXXX XXXX XXXX I recorded, and was told they would call credit burrow and correct their error made by automated system. But I followed up and was told nothing is in the notes.. call was made on XXXX XXXX at XXXX and taken by operator ID XXXX if recorded call is reviewed it will show just another lie told to us. On XXXX XXXX XXXX almost a year after our original phone calls and letters we get our first response that states. 

" I am very sorry to learn of your difficulties while making your payment. While this is certainly an unfortunate circumstance, I am unable to adjust your credit profile. 


1 ) I have been Kohls cardholder from XXXX never missed a payment. I have XXXX home loans, XXXX home equity loan XXXX limit, XXXX auto loans, XXXX student loans, and XXXX revolving credit lines in total XXXX limits, I have zero missed payments other than the {$52.00} Kohl 's automated system error. 


2 ) I paid XXXX other cards via automated system using same account same day with zero issues. 


3 ) I ENTERED CORRECT ACCOUNT NUMBER, and after the system said hold processing payment It said payment successful and gave confirmation number. I would have no reason to believe my payment was not processed. 


5 ) I was told 7 months ago they were initiating a dispute. It took months of letters and phone calls to even get XXXX response.

Company response to consumer: Closed with explanation