Consumer complaint received 2020-10-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Capitol One Bank USA, a credit card account, failed to meet its obligation under the FCRA. They allowed my account to be hacked with the assistance of one of their customer service representatives, allowed a charge to be applied after I closed the account, failed to notify me of the charge until after it was submitted to a collection agency, failed to notify me that it was reported to the credit bureaus, and failed to provide documentation regarding the charge. 

To further explain, I received an email ( enclosed ) on the morning of XX/XX/XXXX notifying me that information in my account had been changed. I immediately called Capitol One and explained that I had not changed anything on my account. Through conversation with the representative it was clear that someone had my personal information and Capitol One had allowed this individual access to my account. I immediately cancelled the credit card and was assured that no other transactions would be posted. A few hours later a received an email ( enclosed ) from the Florida Department of Highway Safety and Motor vehicles stating that someone had accessed my account. I called them and the representative explained that someone was trying to get a duplicate license. Thankfully, because I have a Commercial Drivers License, the individual was unsuccessful. I also received an email from  XXXX stating that the credit application that I provided was incomplete and they needed additional information. I did not file an application with XXXX. I immediately executed a fraud alert with all three credit bureaus. I also filed an Identity Theft complaint ( enclosed ) with the XXXX County FL Sheriffs Department. Later I learned that Capitol One had experienced a security breach on XX/XX/XXXX that exposed the personal information of 1.6 million individuals. I thought that I had sufficiently covered all bases until I started receiving phone calls and letters from XX/XX/XXXX, a collection agency. Prior to this activity I had received no communication from Capitol One. ( I have enclosed the last MAILED statement from Capitol One from XXXX of XXXX. When I cancelled the card, the online account was deactivated ) I called Capitol One on several occasions explaining the situation but they repeatedly referred me back toXX/XX/XXXX. I have requested supporting documentation and to date have received none. Now I find that they have reported the charge adversely on my credit report. My credit was impeccable until now. 

I am requesting that the item be removed from my account to correct my credit report. Additionally, I understand that an investigation will be executed. I am requesting that Capitol One provide the following documents : 1. The recorded date and time of the credit card cancellation.

2. Date and time of the last posted transaction and information regarding that transaction.

3. The last mailed statement and proof of mailing.

4. Documentation showing the date and time of reporting to XX/XX/XXXX as outstanding debt.

5. All documentation letters concerning my account with date, time, and proof of mailing. 
6. Transcripts of all telephone conversations between XXXX XXXX XXXX and Capitol One representatives. 

Enclosed are copies of emails from Capitol One and the Florida Department of Highway Safety and Motor Vehicles, along with the Identity Theft report filed with the XXXX County Sheriffs office and the final MAILED statement from Capitol One supporting my position. I offer no other documents because Capitol One would not provide them. Please reinvestigate this matter so that my credit can be restored.

Company response to consumer: Closed with explanation