Consumer complaint received 2016-12-19 00:00:00
Product: Credit card — 
Issue: Closing/Cancelling account — 
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT

Complaint narrative:
On XXXX/XXXX/XXXX I received a letter from Kohl 's dated XXXX/XXXX/XXXX that they needed to update my address information by XXXX/XXXX/XXXX or they would close my account. On XXXX/XXXX/XXXX I called the telephone number provided in the letter and spoke to a customer service representative named XXXX. I told him they had my correct address which I have had since XXXX. I also confirmed my telephone number & email address. He said my account had been updated and it was fine to use my credit card. On Sunday XXXX/XXXX/XXXX I went shopping at Kohl, s using my Kohl 's credit card and when I swiped it it said to see customer service. I was directed to use the phone at the customer service desk. I spoke to a representative who told my my account was closed because my address was n't update, I told her I had called on XXXX/XXXX/XXXX and spoke to XXXX & he said my account was open & fine to use. She said that the account was closed & could n't be reopened. She refused to let me speak to a Supervisor. When I got home at XXXX XXXX I called customer service again and spoke to XXXX who told me the account was closed on XXXX/XXXX/XXXX by the credit bureau XXXX and to contact them. I knew this information was incorrect and asked to speak to a supervisor, she said once the account was closed it could not be reopened and would not connect me to a supervisor. I called back at XXXX XXXX and spoke to a representative named XXXX who did connect me to a supervisor named XXXX XXXX who said she would have to listen to the recording of the conversation I had with XXXX on XXXX/XXXX/XXXX and would call me back. She called me back at XXXX XXXX and admitted it was Kohl 's mistake and it would take 10 days to 2 weeks to reactivate the account and would keep in contact. On XXXX/XXXX/XXXX I received a letter from Kohl 's dated XXXX/XXXX/XXXX stating that they could not reopen my account because I did not meet Kohl 's criteria to do so. I called customer service to speak to XXXX XXXX and spoke to Supervisor XXXX who could not find her extension but would email her and have her contact me. He could not explain what Kohl 's criteria for reopening an account was. Since I did not hear back from XXXX, I contacted customer service again on XXXX/XXXX/XXXX at XXXX XXXX and spoke to Supervisor XXXX who stated that due to the XXXX after XXXX/XXXX/XXXX they could not use a mail service address and needed a residential address. She is the first person who stated this was Kohl 's criteria for opening an account. I argued that this was my legal mailing address and has been since XXXX and why did they allow this account to be opened in the first place. I have had this account for 5 years with an excellent credit history of payments. I have used the same address for all my credit cards, etc. and have not had any problems. She said she would take this up with the president of Kohl 's and get back to me within 48 hours. She said she needed my residential address for a reference point which I did give to her. I have had no contact from anyone from Kohl 's since XXXX/XXXX/XXXX regarding this matter.

Company response to consumer: Closed with explanation