Consumer complaint received 2025-01-19 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IA

Complaint narrative:
On XX/XX/XXXX my Kohl 's monthly payment was automatically taken out of my account. Unfortunately a deposit i was expecting didn't happen early enough and the payment bounced. I contacted Kohl 's that day and told them what had happened and tried to pay it. The woman whom I spoke to insisted that it hadn't bounced and my account was current. She even put me on hold and conferred with someone else, came back on the line and insisted it had not bounced and the payment was made. Would not take a payment from me. Fast forward to the beginning of XX/XX/XXXX. I get several phone calls from a number I don't recognize, they're all hang ups. Finally I get sick of it and I call the number back only to find out it was Kohl 's, telling me it was an attempt to collect a debt. This was the first time anyone had tried to contact me to tell me that my payment from XXXX had in fact bounced. They were now trying to tell me that they would waive the late fee, but the new minimum payment was {$99.00}, it should have been {$34.00}. I talked to several people there including supervisors none of whom would let me talk to explain what had happened, they all had to talk over me, interrupt me. None of them listened to me. One of the supervisors kept trying to repeat back to me what had happened and kept repeating the incorrect things, intentionally I believe. Nobody will listen to me there. I get a different answer from everybody as to why my minimum payment went from {$34.00} to {$99.00}, and nobody can explain why I was not contacted before the beginning of XXXX - I'm almost positive it was XX/XX/XXXX. I even spoke to Kohl 's on at least one occasion prior to XXXX regarding an order and nobody bothered to mention hey by the way you need to make your payment. 
I've called multiple times, I've talked to multiple supervisors, they're all willing to waive the late fees, which now equals {$69.00}, but only if I make the minimum payment which they have now jacked up to {$180.00}, from {$34.00}. Had the woman I spoke to in XXXX given me the correct information and allowed me to make the payment at that time, the minimum payment would still be {$34.00}. I am not able to make a payment of {$180.00}, that is absolutely ridiculous!!!! My balance is barely over {$1000.00}. I am more than willing to make the minimum payments of {$34.00} for both XXXX and XXXX, but I'm not going to accept the minimum payments tripling and doubling and then paying late fees on top of it. I just spoke to someone there, actually four different people there, two of them were allegedly supervisors, the last supervisor I spoke to their ID was XXXX. They refused to reduce the payment, and everyone has given me a different reason as to why it tripled, then doubled, he refused to allow me to speak to his supervisor, and insisted that when the woman in XXXX wouldn't let me make the payment that I could have easily just driven to the store and made the payment or made the payment online .... It's really none of his business what I was capable of doing, but obviously they didn't take into consideration that perhaps I could not drive myself to a store or I could not make a payment online due to no internet, but that's really all of a personal matter. They're not willing to accept responsibility for making a mistake. I really need some help with this, I'm not trying to ruin my credit, I'm not trying to burn the bridge with Kohl 's, I'm trying to make it right. Please help. All of the phone calls should be recorded according to them. No one 's willing to listen to them however. Or to me for that matter.

Company response to consumer: Closed with monetary relief