Consumer complaint received 2020-01-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In XX/XX/XXXX Kohl 's Department Store allowed someone to change my contact information without verifying an ID. I contacted Kohl 's when I realized my information had been taken due to identity theft in XX/XX/XXXX. When I asked why they changed my information without verification, they stated they do not have to verify if the change is done online. 

Kohl 's started sending my statements to the fraudulent address in XX/XX/XXXX. The individuals who stole my information started making purchases online on XX/XX/XXXX. I contacted Kohls and reported the fraudulent activity, requested the card be shut down due to someone gaining access to it, and asked they fix my address. On XX/XX/XXXX my balance was {$0.00}, however Kohl 's did not shut down my card in fact they increased the balance from {$800.00} to {$1500.00} without my request or approval. Kohl 's did not shut down my card or online account. Kohl 's did not correct my address, thus allowing further fraudulent activity to occur on the account. 

By XX/XX/XXXX Kohl 's was able to correct the address and remove the {$1500.00} credit limit. However, now Kohl 's was holding me accountable for the fraudulent charges. I sent fraud claims that were denied and then approved. Kohl 's started putting false derogatory marks on my credit report and continuing to hold me responsible for the fraudulent charges. During my fraud claims Kohl 's did not contact me, nor request documentation to verify the fraud. 

On XX/XX/XXXX, Kohl 's sent a letter stating they were fixing the inaccurate information to the credit reporting agencies for XX/XX/XXXX to XX/XX/XXXX, however Kohl 's continued to have the fraud amount on my statement. I made fraud claims to the charges in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX I requested statements because I was informed it was denied based on not having an exact amount and dates the individuals made purchases. I received statements for XX/XX/XXXX through XX/XX/XXXX, with not purchases, just an {$880.00} balance, no purchase date. 

On XX/XX/XXXX, I received a notice stating they determined it not to be fraud based on prior history and activity. It should be noted Kohl 's did not request documentation from me, nor did they talk to me about the activity that occurred. I again requested a fraud claim asking for the XX/XX/XXXX statements because I was not aware of the days the fraudulent people made purchases or for how much. Kohl 's sent me XX/XX/XXXX to XX/XX/XXXX, which had a {$0.00} balance. I contacted Kohl 's and stated I never used my card after an instore purchase on XX/XX/XXXX, anything after would not be me. 

In XX/XX/XXXX I requested another fraud claim and the missing statements for XX/XX/XXXX to XX/XX/XXXX. I did not receive those statements. On XX/XX/XXXX, Kohl 's sent a letter stating their information was accurate. At this time Kohl 's has derogatory remarks on my credit report claiming a 60 day and 90 day late payment. 

On XX/XX/XXXX, I called again and was informed that Kohl 's had found two other accounts open in my name that they shut down quickly, never notifying me, that they confirmed I did not live at the fraud address, but still denied my claim. I asked to reopen the claim and was instructed to email the police report to XXXX. Additionally, I found that Kohl 's still had the fraudulent email linked to my account. I tried getting access online and when I clicked on the reset password it said it was sending a email to the fraudulent email. The representative asked me to list that on the email as well. 

On XX/XX/XXXX, I sent the police report to the above mentioned email and added the information about the website. I received an email to call the fraud department they could do nothing with the report, and denying links to the fraudulent email. I replied I did call and was instructed to email the report and attached a screen shot of the reply from Kohl 's that they were sending an email to the fraudulent email. Again the response was to call there was nothing they could do. 

On XX/XX/XXXX, I called and asked to reopen the claim and if the investigators could expedite it due to the fact this started in XX/XX/XXXX. The representative stated she would request a reset of the credit bureau and for the investigation to be expedited. The representative asked me to send the police report again, affidavit, and ID. I emailed the requested information the same day with the Identity Theft report as well. I did not receive a reply to the email. 

On XX/XX/XXXX, I called to confirm my email was received and was informed my case was closed prior to them receiving the information requested. The representative stated she would reopen the case and request the documents be reviewed. 

On XX/XX/XXXX, I called to confirm the investigators would receive the documents. The representative wouldn't say. I asked for the supervisor. I spoke with XXXX # XXXX who was not helpful and rude from the beginning of the conversation, he would say no before hearing my question. For being a supervisor, XXXX # XXXX is the only Kohl 's representative who was rude or unhelpful. 

Kohl 's has ruined my credit report, failed to protect my information or account, and refuses to review supporting facts in a fraud claim. The identity theft affected other accounts, all have been resolved quickly, unlike with Kohl 's. Kohl 's takes no responsibility for their failure to take action when fraud was reported, and is trying to make me responsible for a balance they allowed to happen even after being notified of fraud.

Company response to consumer: Closed with monetary relief