Consumer complaint received 2024-04-19 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
I made a future payment to Kohls. Before the payment was able to post, my debit card was stolen and I had to close it. This is all verifiable through XXXX and the details were all sent to Kohls a year ago to prove that this happened. Because my card had to be closed and the payment was linked to that account, Kohls was unable to draft my payment and they did NOT contact me to let me know. With all of the commotion going on, I didn't even realize that was on the horizon. I was unaware that they were not able to draft the payment and it went delinquent. Instead of calling me or sending a letter or email to try to collect the payment and make it right, they let it go and then reported it to the credit bureau. I have had my account with Kohls for 20 years, never having a 30 day late payment. This was truly an oversight due to the theft on my checking account. I asked them to remove it in good faith since I was able to prove that I had theft and they refused. I feel that this is unfair to me, since I made the payment and it didn't go through by no fault of my own. My credit report speaks for itself. I should not be penalized for the next 7 years because someone stole from me. Kohl 's has treated me terribly and I will never shop there again. I have closed my account, which was oldest and longest standing account. I have spent a lot of my hard earned money supporting Kohls. I was a XXXX member. Due to the extremely poor way they have handled this, I will never go there again. I have cancelled my card. I have cut up my husband 's card up. My kids will never wear their clothes and I won't buy from Kohls for family or friends ever again, even if that is what is on the registry. The recipient will get cash. Kohl 's will never get another XXXX from me due to the way they mishandled this situation. I do not understand how they feel it is ok to make someone pay for a mistake that was not their own. At any point their collection department could have reached out to me to ask for another payment method or even let me know the payment failed. They took XXXX responsibility for this. Every other creditor that I work with calls if a payment does not go through for any reason. Why wouldn't Kohls? Why do they go to the extreme of just reporting it instead of calling a long time customer and seeing if there is a problem? This was in such poor taste and I couldn't be more disappointed in a company than I am with Kohls. 
To make matters worse, I reached out XXXX times to the vice president of Kohl 's through email as well, asking for her consideration with no regard or reply. My emails went completely ignored. To say that they do not care about their customers, is a complete understatement. 
I would like someone to really look at my credit, my payment history, and to reconsider this biased terrible and unfair decision that was made. It simple was not right. I'm not sure who they have in management there, but it's a joke. Who makes these decisions? They need to be trained differently. I'm still in awe at how this was handed. Even a year later, I can't let it go. Keeping this on my credit for the next XXXX years when it was NOT my fault just isn't right. I would like this to be reconsidered by someone that can truly look at my history and see that I don't make late payments, that I had a payment scheduled, and that it WAS NOT my fault! My card was stolen and I can't help that the world has turned into what it has. Kohl 's should have called me after a week to let me know the payment was not made, just like any other creditor would have done, and this would have never happened. They didn't do their part. Instead, they just sent my account to the credit bureau and refused to fix the error. It's sick and sad.

Company response to consumer: Closed with explanation