Consumer complaint received 2020-12-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
This is following my complaint XXXX which I have not been able to respond to because my internet service has not been working with the longest period few days short of a year ; your website is problematic as it never takes my password and I have to repeatedly reset, while receiving e-mails of repeated log-in attempts after just once trying ; the letter I received from Kohl 's is absurd and fails to address multiple items even though I have outlined all in my original letter ; it's closed as it gives me 60 days from receiving response - it's less, but closed anyway. 
Making it yet another job to deal with this does not help in any way. And of course your employees have difficulty hearing me over the phone, that's exactly one of the things I am having issues with I regret to inform. 

Please refer to my original letter, before I'd have to write another novel on this same issue - it's all in there. 

In response to the letter from Kohl 's : they did not receive any payments from me XX/XX/2020 through XX/XX/2020 because I had not made any purchases and as I'd paid off my balance in full months earlier in XXXX, there was noting due but a few purchases, which I paid in full immediately. Showing me the progression of my account using copies is all fine and well, but I have been viewing that all along on my Kohl 's account, for which I have written to them in the first place to which they did not respond within their own set allotted time, which prompted me to file a complaint with CFPB in the first place. Ms. XXXX XXXX then says the discrepancy of {$11.00} which I found was because I did not include it in my payment on XX/XX/2020 - but this is because I found it in XXXX when I paid off all my receipts with the last interest payment, as I paid in full ; she then states that in my subsequent payments I failed to pay the {$11.00} - of course, because I found it prior to that. This is an absurd argument : I find a discrepancy which is neither in my store receipts nor in any interest payments, so she just says it's a discrepancy because I failed to pay it. 

She states they " do not have record of system issues with our XXXX  website or app, which is false : they should, as I have repeatedly reported this - it is doubtful I am the only one. To state they do not have reports of issues after receiving reports of issues is another circular argument by Ms. XXXX XXXX. 

Ms. XXXX XXXX says they received my letter on XX/XX/2020 and as a courtesy credited my account two late fees ; but of course this failed to address all the other issues - by far the majority outlined in my letter - and they happily stack on more fees on subsequent due dates yet still with a XXXX  balance. 
In response to your involvement, they again credited my account somewhat yet again fail to address still the majority of the issues I outlined. 
She closes with providing me with an account balance of {$60.00}, but fails to tell me what it is for, as she hasn't adjusted for most of the issues I provided. 

Clearly, this does not address my concerns. As an added note, instead of addressing all the content in my original letter, I do not appreciate being given an unpaid job in dealing with this, due to the failure of someone's reading comprehension.

Company response to consumer: Closed with explanation