Consumer complaint received 2025-02-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TN

Complaint narrative:
I opened a charge account with Kohl 's originally more than XXXX years ago. Between XXXX & XXXX of XXXX, the company converted all their customers over to Capital One Bank. Around that same time, I paid off all my credit card debt with Kohl's/ Capital One. I have been dealing with an ongoing issue with this creditor since XXXX 2023 when they lost my payment for {$2300.00}. For nearly XXXX years, this creditor has caused multiple negative impacts to my credit score, which is a violation of my rights as a consumer. Then, after more than XXXX years of great history of paying, they decided to up & close my account because I kept asking them to do a simple correction, which was to correct that my highest balance was only {$2300.00} and that I was never late in any of 2024. I would like for this creditor to be held accountable for the mental anguish & financial burden this has caused me, including the higher interest rates with other creditors and higher insurance premiums Ive had to pay. Heres the timeline as follows : XX/XX/XXXX : After closing on a cash-out refinance with Regal Title of XXXX, TN, they mailed check # XXXX to Kohl's/ Capital One for the amount of {$2300.00} to pay the account in full. The balance on the statement at that time was {$2300.00}, due XX/XX/XXXX. 

XX/XX/XXXX : Check # XXXX was cashed & deposited into the bank account for Kohl's/ Capital One Bank but the payment never made it to my account. 

XX/XX/XXXX : Noticed payment still hadn't posted so contacted Kohl's/ Capital One. Case # XXXX was opened for the missing payment and a contingency credit was applied in an odd amount of {$2300.00}. 

XX/XX/XXXX : Received a letter that my missing payment inquiry was received and Kohl ; s/ Capital One requested I send proof of the payment. This was sent & received successfully to the letter stated in the letter. 

XX/XX/XXXX : Received refund check for {$180.00} after asking Kohls/Capital One to close my account and because at this point, I thought the payment issue was resolved. This amount was from the additional payments I had made to ensure the account didnt fall delinquent. Turns out the investigation was still going. Gave them more time but wouldn't hear back from anyone until I called again in XXXX. 

XX/XX/XXXX : Deposited the refund of {$180.00} in my bank account. 

XX/XX/XXXX : Received updated statement reflecting {$0.00} balance so took no further action as I assumed that the issue was taken care of & that the information would be updated with the XXXX credit reporting bureaus soon after. 

XX/XX/XXXX : The contingent credit adjustment was removed and the balance increased from {$0.00} to {$2300.00}. I contacted Kohls/ Capital One again and escalated to a supervisor. At this time, they are claiming that a refund had been sent to me back in XX/XX/XXXX for the {$2300.00}, so I asked them to send proof of the front and back of the check for said refund amount. They would send a copy of the cancelled check for {$180.00} only. 
Throughout XX/XX/XXXX, I continued to work with a Capital One supervisor, who had reached out to Kohls and their bank, specifically to see if they had any payment information still in their system. However, each representative advised the supervisor that Kohls no longer had any access to payment records or accounts after the conversion. 

XX/XX/XXXX : I opened a new case # XXXX, again asking for proof that a refund for {$2300.00} had been submitted to me. 

XX/XX/XXXX : Received a letter and enclosure with proof of a refund in the amount of {$180.00}, which I had confirmed was already cashed by me. I called Capital/ Kohls , again asking for sufficient proof of the refund in the amount of {$2300.00}. 

XX/XX/XXXX : I received a letter that specifically says Unfortunately, we are unable to fulfill your request regarding a letter on XX/XX/XXXX. We apologize for any inconvenience. I never received any proof of that amount of refund and by now, Im also receiving statements with higher balances that include interest charges and late fees. At this point, I started looking into alternatives to sue Capital One/Kohls because they had sufficient proof from me of a balance paid in full, but they never could send sufficient proof to me that a refund for {$2300.00} ever existed. After XX/XX/XXXX, I didn't receive any more statements. 

XX/XX/XXXX : Capital One reported to the XXXX ( XXXX ) credit bureaus that I had a charge-off in the amount of {$3000.00} and my credit score decreased by XXXX points because my status had been updated from paid in full & closed by the customer to an negatively impacting status of charged off & closed by the creditor. I opened up a dispute through XXXX XXXX for the balance and/or past due amount were incorrect & also for the account was not a collection or charged-off. The request for these corrections were denied by Capital One as of XX/XX/XXXX. 

XX/XX/XXXX & XXXX, XXXX : I opened up more disputes to dispute the resolution of the previous disputes. Opened dispute numbers XXXX & XXXX : both were eventually denied yet again. 

XX/XX/XXXX : Contacted a XXXXparty company to assist me with getting resolution & sent certified dispute letters in the mail to a completely different address for the Kohls/Capital One payment investigations department. This launched a brand new case # XXXX. 

XX/XX/XXXX : Received XXXX ( XXXX ) letters, XXXX specifically stated Thank you for your payment of {$2300.00} that we received on XX/XX/XXXX. The balance on your Kohls XXXX XXXX account is now PAID IN FULL. If we are reporting on your account, well notify the following credit reporting agenciesExperian, XXXX, XXXX, & XXXXmay take up to XXXX days to update. The other letter stated Thank you for contacting us about the payment discrepancy on your Capital One account. Weve RESOLVED the discrepancy and all applicable adjustments will show up within XXXX billing cycles due to the POSTING DELAY. 

XX/XX/XXXX : Received another letter that stated,... we found that your account status was incorrect on your credit report, so we sent a request to the credit bureaus to change your account status to paid in full. While it did reflect as paid in full, they still didn't remove the inaccurate late pay status from XXXX through XX/XX/XXXX ( XXXX, XXXX, XXXX, & XXXX past due ). I opened up another case # XXXX. 

XX/XX/XXXX : Received XXXX ( XXXX ) letters afterwards. One stated, ..we found that your account status was incorrect on your credit report, so we sent a request to the credit bureaus to change your account status to CHARGED OFF and paid in full. That means your account was in DEFAULT and closed BEFORE you paid the full balance. It may takeup to XXXX days to update your credit report. The other stated... we have confirmed that the late payment we are reporting for XX/XX/XXXX to XX/XX/XXXX are ACCURATEwe do NOT need to change how we update it to the credit bureaus. They then they added more months to reflect as paid late. 

XX/XX/XXXX : I called back, spoke with Capital One supervisor XXXX extension XXXX and opened up yet another case # XXXX asking for them to remove the inaccurate high balance and late payments. 

XX/XX/XXXX : Received a letter that stated,... we asked the credit bureaus to REMOVE THIS ACCOUNT from your credit report. It may take the credit bureaus up to XXXX days to finish this update. This negatively impacted my credit score by XXXX points. UNACCEPTABLE. 

XX/XX/XXXX : Called Capital One back and escalated yet again. Spoke to the exact same supervisor, XXXX extension XXXX and requested that they add my tenured account with that great pay history BACK to the credit bureaus and allow it to fall off regularly after the XXXX years.

Company response to consumer: Closed with non-monetary relief