Consumer complaint received 2025-05-02 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
Kohls credit card The Kohl 's credit cards changed to another card XXXX says the transition was between XX/XX/XXXX and XX/XX/XXXX. 
I did not know until XX/XX/XXXX when I googled can't get into my Kohl 's card. 
The new card was no longer available on the Kohl 's website. 
I always shopped and paid my card on the website or in person. It is a store card. 
I assumed the site was down because I knew I had a Kohl 's card. 
There was no notice on the site. When I spoke to a representative, XXXX XXXX from Texas, she stated that there was a banner on the site for XXXX days, but I got the impression she made that up. I saw no banner, and XXXX days is not enough. XXXX days means if you are potentially XXXX day late on the right day, you do not see the banner. 
I never saw a banner. 
I tried many times to log in to my Kohl 's card on the site on many different days unsuccessfully. 
I googled it and I found the Kohl 's card had changed. " A recent transition to a new Kohl 's Visa Card issued by Capital One. '' By this time, I was XXXX payments behind I tried to log in to the Capital One website. 
I tried to create an account on the Capital One website. 
My information was not found. Not my social security number or my zip code. 
It asked me for things I did not have, like my account number and a date on the card. 
Finally, I called Capital One customer service, and they did find me. 
I had been assessed {$91.00} in fees and interest, and it was reported to my credit. 
I was only unable to get the XXXX in fees erased. 
I was told i was not eligible. How could I be made to pay a late for for an account I was unable to find and certainly did not know the payment date. 
I spoke to XXXX representatives and a supervisor. I had to give them my personal information for an account not included in my identity theft program The fees were higher than my old Kohls card and they had already reported me delinquent to the credit bureaus. 
The representatives schooled me over and over about sending me a statement but I get advertisements from credit cards all the time and frankly, wasn't interested in a Capital One card. I do not know if i received any mail from Capital One. 
I did check my email and i did not receive any emails from Capital One until the day i spoke to the XXXX  representative. I had asked him to send me statements before i could log in. 
I paid my card except for the remaining fees and I closed the account with the supervisor. 
Every conversation I had with the representative focused on what I did not do. " you said you didn't open your mail. You said you cut up mail that has cards in it '' I do do those things. Like I said I get a lot of solicitations for cards but really am i suppose to look at all my residential mail? Is there something wrong with cutting up credit card mail that feels like it has cards in it when you dont have an account with them? I think it's safe. 
I dont think it's fair that they can charge me these fees. There is another {$51.00} in fees on this card. 
I dont think it's fair that they have reported me to the credit bureaus. 
Please have these fees reversed and this awful ding on my credit removed. It cost me about XXXX points and will have financial repercussions for years. 
My credit is frozen to new accounts. I did not know they could open a new account without looking at my credit. 
My personal information is compromised. I dont have this account on my identity theft protection. 
This was simply a store card. It is not available on my kohls on line account any more and wasnt easy to find. 
When you take away someones convenient paying option and give no direction to were to go to pay, this is unfair. 
The direction needs to be at the site of the previous payment, and it needs to be longer than XXXX  days ( I do not believe they had it on the site for XXXX  days ). 
People are busy, I go to pay my bills. Sometimes it's hard to pull the time aside. Sometimes I end up paying late fees, but not missing entire payments, and getting reported. Sometimes I can't get time available during customer service hours. Sometimes I have to choose between work and family, and calling customer service. If I can't log in after several tries I have to come back another day. How many days do i have to try to get to my account? I have long thought that Capital one had practices to extract fees that are not customer service-friendly, like other companies. I dont have this problem with my XXXX XXXX accounts. 
And to report customers who dont even know they are customers to the credit bureau is insane. 
What about my identity protection? This company is not listed. I have the right to protect myself. 
Please help me to get this off my credit and maybe look into others who have been effected XXXX XXXX I have no account number. I have no paperwork. I have no card. They will not give me my number over the phone.

Company response to consumer: Closed with explanation