Consumer complaint received 2022-02-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I received an alert from XXXX that someone was trying to use my social security number to open a Capital One credit card account. XXXX connected me with the fraud department at Capital One to dispute this incident to which the Capital One associate claimed, " The information submitted must be a typo because your social security number is here but the name and birthdate submitted does not match. I wouldn't worry about this as we need a certain amount of information to be correct to allow an application to go through for approval. '' Fast forward to this month, I have noticed my credit has been dropping significantly for no known reasons as I pay my credit cards and loans on time. Nothing has been alerted to me via XXXX and nothing is showing up under my credit report as suspicious. On XX/XX/XXXX I recalled this conversation with Capital One and around XXXX MST called their automated system. The system prompted me to find my account via my social security number, and the system found an account under my social. I asked for customer service, first spoke to XXXX who said that the name and birth date on the account did not match my name and birthday so she needed to connect me to an account specialist. I spoke to a XXXX to which received the same information that my social was being used, but the name and birth date did not match mine and that I needed to speak to the credit union to send a dispute and they would not allow me to close the account. I asked for a supervisor, in which was connected to a XXXX employee number XXXX, REFERENCE DATE : XX/XX/XXXX XXXX EST, to which he gave me the same response, " We can not close this account as your name and birthdate do not match the account '' irregardless that my social security number was the account that opened it and that I needed to contact the credit bureau about filing a dispute. 

On XX/XX/XXXX around XXXX MST I reached out to the credit bureau and explained the situation. The credit bureau said that this account information was not submitted to them and Capital One should be flagged for either not submitting information to create this account and that they should be obligated to file a dispute for me since they're using my social security number. He also mentioned that if they do not comply that I should report Capital One and their in accuracies as well as their non-compliance to file a dispute when they have not reported information properly to the credit bureau. Due to this information, the credit bureau said that they could not file a dispute because Capital One did not file and submit the account 's information properly. 

On XX/XX/XXXX around XXXX MST, I contacted Capital One again and first spoke to a XXXX. She transferred me to a XXXX XXXX number : XXXX, who was, in his words, " The highest personal in the fraud department that I could reach via phone ''. He again mentioned that he can not put a dispute on this account even though my social was being used, that the name and birthdate on the account did not match so he could not do anything and I needed to contact the credit bureau. He also mentioned if I wanted to file a complaint, I needed to write a formal letter to the " General Correspondence '' Team at Capital one giving me a XXXX XXXX XXXX in XXXX XXXX XXXX, UT. 

I am quite concerned that : 1 ) a credit card company would allow an account to be opened under false name and birthdate and be connected to another 's social security number even when it was flagged and an associate mentioned there was not enough information that matched to open an account.

2 ) That a credit card company would not be willing to flag an account in which the three major identifiers ( Name, birthdate and social ) do not match in order to either find the issue, close the account and or help dispute fraud.

3 ) Inaccurately or not file information correctly to the credit bureau

Company response to consumer: Closed with explanation