Consumer complaint received 2025-02-20 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
I am writing to bring to your attention an issue with two of my credit cards that are reporting late payments to my credit : Capital One ( # XXXX Kohl 's ) and XXXX ( # XXXX XXXX XXXX ). Although the late payments were accurate, the underlying cause was not so black and white. During that time I was renting a home, for the most part with no problems. During the month of XX/XX/year> my statements for both cards were supposedly delivered by mail, both of which I did not get at all for XXXX or XXXX Maybe due to a bad postal service or the landlord who had the other mail key, who was doing something, either way, I did not get the statements. Then in XXXX we bought a home and provided a change of address to the postal service to forward my mail. I never received statements at my new address either. I was unaware of the balances due until XXXX when I happened to look at my credit score online on the Capital One card I use daily and saw that it was more than XXXX points lower than it was the last time I looked. 
Now this is a Kohl 's and XXXX XXXX card that truthfully I never use, so I did not call to change the address and figured the postal change of address would suffice-lesson learned. But, Capital One and XXXX hold some responsibility in this too. They have various methods to contact me via email, or phone, none of which were utilized. If they have the power to drastically harm someone's credit score, they should also be held responsible for showing that they have at least attempted to contact the borrower by some other method. If not, what is the point of having my email address or phone numbers? Additionally, I have always paid my payments on time, and the original amount due was only {$110.00} for Capital One and {$79.00} for XXXX XXXX. Had I been aware of this, I would have paid it immediately. My other Capital One card that I have, has a monthly balance over {$1500.00}, that is paid off every month ... ... .MAKES NO SENSE!! By the time I realized the situation, my XXXX credit score had dropped by more than XXXX points, and the amount had accrued significant late fees, which I paid off immediately. 
I tried calling Capital One and XXXXXXXX XXXX numerous times to resolve these issues directly with them and to plead my case, but I have been told that there is no one that I can be transferred to in the disputes department, and that only mail can be sent to them. I sent a letter explaining all of this information, only to be sent back a short letter response that their reporting is accurate. Very black and white statement with no other room for anything else. This type of communication being limited to mail, has proven to be ineffective in resolving the matter. As well, the dispute with the credit bureaus was quickly termed as " resolved '' within 2 weeks time without really any substantial information. 
I kindly request your assistance in addressing this matter and correcting my credit report.

Company response to consumer: Closed with non-monetary relief