Consumer complaint received 2023-02-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XX/XX/XXXX, XX/XX/XXXX We've had trouble with Kohls numerous times in the past several years due to their poor customer service and their poor IT infrastructure, and now my husband are discovering we have marks on our credit reports from them but none of these were our fault to begin with. Years ago now, we had some furniture show up on our doorstep that we never ordered. It was shipped by kohls. I had a kohls charge at the time but hadn't used it in ages. I still had the card in my wallet, so its not like it was stolen, and yet someone was able to order stuff from kohls online with my card and it was shipped to me. The only reason we found out was that they shipped it to us instead of whoever stole the card number. This had to be a breach in their own system, but we were never notified by kohls of a breach. They didn't think it was odd that I had not used the card in years, then suddenly bought thousands of dollars of furniture from presumably an IP address not located anywhere near me and they let that go through. We sent the furniture back and called kohls and they supposedly closed that account and issued me a new card. Then just recently I foolishly went to buy some clothes at kohls but I had left the card in my desk at home. It wasn't lost, I just didn't bring it with me. They said they could look me up and charge my account without the card. So we tried that. They coudl n't find me even with SSN, birthday, address, etc. I assumed that meant that they closed the account for non-use, so they opened a new one for me again. When I went to pay the bill later, I had trouble logging into their site to pay the bill. I tried over and over and eventually called them. The rep was only interested in taking my payment over the phone and not actually fixing the multiple problems I was having with their site, logging in and attaching a payment account so I could pay the bill and set up autopay. He just wanted me off the phone as fast as possible with the payment. If that payment was late, it was kohls XXXX website and bad service that made it late. A few months later my husband went to kohls, opened a charge to get the discount. They never did send him his physical card, and the first bill we got was 3-4 months later and was of course by then way past due. They show that {$120.00} bill as over {$300.00} with their late fees and interest charges. We spoke to their reps three times and go nowhere with them. They didn't even seem to understand the problem. We are willing to pay what we *actually* owe, but not bogus charges because they never sent us the bill. They are also profiting from making paying the bills difficult to legitimize their extra charges. When I try to log into the kohls card account now, it says I don't have any card accounts, but my credit report says I have 2 now. I want any and all derogatory marks from them removed from my credit report. They clearly have no motivation to fix their systems or train their reps properly unless it starts costing them money. If they want me or anyone I know to ever be their customers again, they need to correct these problems, and they DEFINITELY need to remove any and all derogatory marks from my credit report! If I was ever late it was because of them.

Company response to consumer: Closed with non-monetary relief