Consumer complaint received 2019-06-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
I received a alert that a hard inquiry had been made two credit bureaus without my knowledge ( authorization ) on XX/XX/2019. 

I was notified via email by XXXX XXXX on Friday, XX/XX/2019 at XXXX XXXXXXXXXXXX. ( CST ) of the unauthorized hard inquiry from Capitol One USA. 

I contacted XXXX and XXXX and was advised to contact Capitol One directly, since the inquiry was initiated from their office. I contacted Capitol One and spoke with a representative, XXXX ID # XXXX. XXXX apologized and advised me to mail in a letter requesting Capitol One to remove the inquiry. 

I sent Capitol One a certified " letter of deletion to have the possible fraudulent inquiry investigated and removed from the credit bureaus. 

I received a letter from Capitol One dated XX/XX/2019 ( Case # XXXX ). The letter didn't address my request regarding the " hard inquiry, '' but rather provided me with general information regarding three types of " soft '' inquiries. The letter further gave me instructions of what to do if I didn't want future prescreened inquires. 

Because the unauthorized " hard inquiry '' was not addressed in the response, I contacted Capitol One again and spoke with supervisor, XXXX ID # XXXX, in reference to my complaint. XXXX advised me my case ( # XXXX ) was reviewed, deemed as a valid inquiry and closed. I asked XXXX how could the hard inquiry be a valid inquiry without my consent. I further explained I'm aware soft inquiries happen, as their response already stated. 
XXXX further explained although she understood, Capitol One deemed the inquiry valid. XXXX stated I'd have to contact the credit bureaus separately if I wished to further dispute the hard inquiry. 

I shared with XXXX XXXX, as well as XXXX sent me correspondence stating I'd have to contact Capitol One regarding having the hard inquiry removed. 

XXXX kindly apologized, but advised me again Capitol One deemed the inquiry a valid request, and therefore wouldn't investigate the matter further. 

I asked XXXX was there anyone else I could speak with regarding this matter, as this hard inquiry did have a negative effect on my credit score. I also shared with her the XXXX  and XXXX   advised me to take this matter up with Capitol One. 

XXXX again apologized but stated the case was closed. 

I expressed to XXXX my disappointment in the entire process, and in the lack of integrity Capitol One has given this possibly fraudulent matter. 

My only request was to further investigate, and send a letter to request the " hard '' inquiry be removed. 

It seems as if the credit bureaus, and Capitol One forwarded a " general '' letter without consideration possible the fraudulent activity. 

There has to be a better way to direct consumers in such cases. I've been on this merry-go-round since XX/XX/2019, and no one can still give me a clear answer on who's to remove the inquiry. 

Please help ....

Company response to consumer: Closed with non-monetary relief