Product: Credit card

In XX/XX/ 2023 i came to learn i had been the victim of identity theft that someone had opened an account with Montgomery Ward in my name without my knowledge or consent. I immediately contacted Montgomery Ward and explained the situation to them at the time i also told Montgomery Ward to close the account. I was then told I would recieve a letter in the mail with instructions on what to do. I recieved the letter ( attached ) XX/XX/XXXX. I did exactly as instructed by Montgomery Ward and filed a notorised identity theft report ( I have reference number ) and I mailed it to Montgomery Ward in the 3rd week of XXXX. After a week passed i called Montgomery Ward XXXX department or loss prevention as they called it and I was told that they were still investigating, meanwhile the fraudulent account continued to be reported to the Credit Reporting Agencies. In XXXX i called Montgomery Ward to get status on my case and at that time i spoke with XXXX XXXX in loss prevention and she told me that Montgomery Ward has sent out Requests to the Credit Reporting Agencies to Delete the account off my credit report. XXXX XXXX told me to give it about a week or so and the account should be deleted, however that did not happen so i called again and i spoke to XXXX XXXX again and she apologized and asked me to allow more time. So i waited and waited through XXXX and still the account was not removed and then to my horror my credit score took a terrible hit because of this fraudulent account dropping from XXXX to XXXX going from Good credit rating to Poor credit overnight. As you can imagine i was horrified and i immediately got on the phone XX/XX/XXXX and called Montgomery Ward and was very upset and demanded to know what was going on and I spoke to a woman named XXXX and she proceeded to try and tell me that Montgomery Ward had NEVER RECIEVED THE FTC IDENTITY THEFT REPORT! I was so angry and so disgusted and i let XXXX XXXX know i was going to file the IDENTITY THEFT REPORT again for the 2nd time! And i was going to send it by Certified Mail which i did. Montgomery Ward recieved the 2nd Notorised IDENTITY THEFT REPORT on XX/XX/XXXX ( I have reciept & signature card of reciept ) and I called them on XX/XX/XXXX. To my surprise it was XXXX XXXX that i talked to again the woman that previously told me XXXX different times that Montgomery Ward had requested the account be deleted, and i explained to her the ENTIRE STORY of what i have been through and i also questioned her as to WHY she told me on 2 previous occasions that Montgomery Ward had recieved the 1st IDENTITY THEFT REPORT and told me on 2 different occasions that the fraudulent account was requested for Deletion by the Credit Reporting Agencies, which she had no explanation! Unbelievable! My credit score plummeted over XXXX points going from Good Credit rating to poor overnight. During my conversation with XXXX XXXX she did tell me that Montgomery Ward had received the 2nd IDENTITY THEFT REPORT on XX/XX/XXXX and that they were going to request the account be deleted and I told her I had been told that before and i told her that i have also recieved another letter from Montgomery Ward dated XX/XX/XXXX just 1 day after Montgomery Ward had recieved the 2nd IDENTITY THEFT REPORT! Which i have proof they recieved it and will be attaching it in this complaint. I felt like i was being lied to and I begged her for help i begged her to please not lie to me, also i told her i would be filing a complaint against Montgomery Ward for the nightmare ive been put through with the CFPB. To this day XX/XX/ 2023 Montgomery Ward continues to report the fraudulent account to the Credit Reporting Agencies and i have filed disputes with those agencies about the fraudulent Wards account, also I have sent copys of the 2nd notorised Identity Theft report to XXXX along with photo copys of my identity card and social security card and i have also put a 1 year fraud alert on my Credit Report. I am so angry that this company Montgomery Ward had repeatedly lied to me about their actions and what they had done about the account. I don't know what to believe from Montgomery Ward anymore and this has caused me so much damage to my financial and business record and so much stress beyond belief. Please help me. I beg you. I feel Montgomery Ward will only continue to mislead me and have me waiting and waiting while my credit score and rating remain damaged. I need your help. Please.