Consumer complaint received 2020-12-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
In XX/XX/2020 and today, on XX/XX/2020, Walmart credit card denied me on phone to update my mailing address and phone number after I requested it two times, furthermore, to get paper monthly statements, to see new charges, necessary monthly payments and payment due dates because since XXXXXX/XX/XXXX ( now is XXXX, XX/XX/XXXX) I have not received statements and for months, I am unable to use my Walmart credit card. 

With unknown reason of denied disclosure of my card file at Walmart credit card, this card placed myXX/XX/XXXXWalmart card under fraud investigation without known reason for me, when my identity was stolen via Walmart credit card in XX/XX/2020, what they do not care. 

As Walmart Customer Service rep. told me in XXXX, a woman is impersonating me in Texas, who stated that she is me, this is the reason why I can not update my mailing address on file. Walmart credit card believed to the perpetrator, than to me the loyal customer. Why?? 

This is ridiculous, and Walmart credit card is protecting the person who stolen my identity, not me, the well known customer for them for long years. 

Walmart credit card asked me to email them both front and back sides of my current drivers license, to see, if I am the card holder, protecting the perpetrator, the crime committed against me, at the same time, maybe, because the perpetrator does not have accent, what I have, as an XXXX. 

I emailed Walmart credit card a copy of my drivers license - per their request on XX/XX/2020, but two months was not enough that Walmart credit card respond me anything, even that they have received my drivers license. 

Instead, Walmart credit card posted my drivers license I emailed to this card on XX/XX/XXXX website, with untrue lies against me, to ruin my life premeditatedly, behind my back forever. 
I hope that they will not succeed, because they lied. 

I can not get any credit report from XX/XX/XXXXXXXX or any credit bureaus because someone disables these websites and credit bureaus phone numbers in my phone, so I have been unable to contact them to get my credit report and I be able to place security freeze and fraud alert on my credit card accounts. 

I still do not know who is the Texan woman for sure, who said Walmart credit card, she is me. I am devastated and terrified, how can this happen to me, with a law binding citizen? 

I filed identity theft report on FTC website on XX/XX/2020, and I contacted the local police yesterday, but they denied me to write a police report about my identity theft, until I will be able get some present information from Walmart that I got today, but it is the same than it has been in XXXX, 2020. 

Walmart credit card is still denying to tell me anything why they deny me to know what is happening and why with my Walmart credit card, ignoring laws about consumer rights. 

This is the reason for my complaint. 

Please help me to know the truth about my Walmart credit card account with full disclosure of everything in it, all causes why this is happening to me and who stole my identity? 

What Walmart credit card knows about the woman who said she is me? Why does Walmart credit card withhold information from me regarding my identity theft? 

Please help me to get answers to these questions, because, as a costumer, I was unable to get explanation from Walmart credit card. 

Thank you.

Company response to consumer: Closed with explanation