My wife and I have had a Kohl's card since 1998; both of us have perfect credit and have never missed a payment. I have been paying online via my bank's online bill pay.
Received a call the other day that said our payment was now two months overdue
"How can that be?" I asked. I've paid every bill I've ever received. I jumped online to my bank's bill pay site and confirmed that the last statement I received was in May 2012.
Kohl's Rep: "Well, I've spoken to hundreds of people over the last few days that have also siad the same thing...perfect pay histories as well, and they haven't received statements the past few months, either. It must be something on your end with your bank."
"Really? Do the hundreds of people you spoke with all bank with the same company?"
Kohl's Rep: "How would we know that?"
Me: "Well, they all have an account with Kohls, so it is obviously something on your end."
I paid the balance in full over the phone with a pay-by-check, and they reversed two months of late fees. The rep said they would put in a request to the proper department to have the credit reporting updated to show no lates and that it shouldn't be a problem.
Guess what? Letter came today saying the reporting is accurate and they weren't going to update anything.
Called again, rude rep said due to FCRA that there isn't anything they can do.
Never received any emails, letters or phone calls to say that a payment was late. I have confirmed with my bank and printed out proof that no statements were received from Kohl's since May.
I am sure I am not the only one this has happened to. Calls to the company are worthless. They did tell me that they did a security conversion or update earlier this year that may have caused a problem but wouldn't elaborate.
We are taking our business elsewhere.