Consumer complaint received 2025-07-22 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am submitting this complaint to report Capital One and Kohls Credit Card Services for gross mishandling of my account, which has resulted in damage to my credit and unfair billing practices. I have made repeated attempts to resolve the issue, yet both entities have failed to take responsibility or assist me in good faith. 

Starting on XX/XX/XXXX, I began calling Capital One on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I also contacted Kohls customer service at XXXX and XXXX on XX/XX/XXXX, XX/XX/XXXX, and twice on XX/XX/XXXX. Additionally, I mailed a formal letter via XXXX on XX/XX/XXXX. Despite these efforts, my issue remains unresolved. 

According to a Capital One representative, a new credit card was allegedly sent to me and scheduled to arrive in XX/XX/XXXX, but to this day, I have not received the card. Because I never received it, I was never given an account number, which made it impossible for Kohls employees at the XXXX XXXX store to locate my accounteven when I provided them with my full Social Security number. I made a purchase at that location on XX/XX/XXXX, but could not pay it due to the same issue. 

When calling both Capital One and Kohls, their automated systems and customer service representatives repeatedly failed to identify my account, despite my providing my full name, address, phone number, email, and the last XXXX digits of my SSN. On XXXX occasion, Capital One even forced me to give my full SSN to a representative, unnecessarily exposing me to identity theft risks. 

Despite all this, my account was reported as delinquent, which caused significant damage to my XXXX XXXX. Prior to this, I was in good standing, and I have made every reasonable effort to pay. I also explicitly requested that Capital One amend the incorrect information reported to the credit bureaus, explaining that the non-payment was due to their inability to locate my account. In response, they asked me to provide an account numbersomething they refuse to give me and which I can not access due to never receiving the card or any statements. I even asked for the account number via email, and they claimed it would take XXXX business days and would only include the last XXXX digits, which their own representative said would not be sufficient. 

Adding to the frustration, Capital One stated there was no way to contact the department responsible for handling the issue or to follow up on the dispute I submitted. I was given no assurance that I would receive a response. When I did submit a formal credit dispute, they closed it immediately, stating I had missed paymentswithout addressing the core issue that they could not identify or service my account in the first place. 

Eventually, I told Capital One that I would not make any payments until they corrected the false credit reporting. However, due to their pressure and malicious handling, I was forced to make a payment of {$180.00} just to bring the account current. Even then, they claim I owe {$260.00}, even though my original purchase was only {$130.00}. 

This entire experience highlights the predatory and deceptive practices by both Capital One and Kohls. They have failed to provide basic account access, mishandled sensitive personal information, refused to offer a path for resolution, and used their position to damage my credit and charge unfair fees. I am requesting the CFPB to investigate this matter, require Capital One to correct the credit reporting, waive all unjust fees, and ensure no further harm is done to my credit or finances.

Company response to consumer: Closed with monetary relief