Consumer complaint received 2022-01-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
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:
In XX/XX/XXXX I had a XXXX. I had unknown paid care givers come into my home to help me because of my XXXX. They had access to all of my personal information, mail, and credit cards. Someone used that information fraudulently to run up my existing cards and take out other lines of credit. I contacted each lender affected including the four Capital One 's and XXXX XXXX credit card. I sent them the report from the federal trade commission, my id, my social security number, notarized identity theft affidavit, a utility bill, and documents from other creditors that were involved and resolved. All together there were about 20+. Other than these five who absolutely refuse to follow the law regarding Identity theft I was able to begin to rebuild my credit after such a horrible experience. They refuse to look at the evidence presented to them multiple times to prove the identity theft happened and is negatively affecting my credit score due to no fault of my own. Could you please get these 5 last creditors to examine the paperwork provided to them and all the other documented creditors involved and remove the negative information effecting my credit and issue new cards with new numbers so this situation can be resolved and I can move forward with the best quality of life possible considering my health issues? They keep sending letters that are either inaccurate regarding the situation or requesting documents that I had previously sent certified mail. It has been a time consuming circle with no resolution because they are not properly doing an investigation with the paperwork from the other creditors or the three credit bureaus. I enclosed the statements from Capital One that were mine before the XXXX to show that I have kept up on my credit and household needs before the XXXX by myself. It was shortly after that the fraudulent activity began. I called the police but was told because there were so many unfamiliar people who had access to my information and so many creditors involved that I should make a report with the Federal Trade Commission. I took their advice because in XXXX of XXXX when I found out what had been happening for a year it was very overwhelming. Most creditors were very professional and helpful. Capital One and XXXX XXXX were not. When I would try to call them they would transfer me around, put me on extended wait times, hang up on me, and not help resolve anything. They were more interested in writing it off or selling the account to a collection agency. This situation with these creditors has taken it's toll on my already fragile health conditions. Please help me resolve this situation because I don't know what else to do and it is ruining my credit with the three credit bureaus due to no fault of my own and these companies not wanting to truly investigate the matter. Out of all the creditors involved it is not a coincidence that XXXX out of the XXXX that are unresolved are all with the same lender Capital One. The last creditor is XXXX XXXX and refuse to acknowledge all of the other companies affected with this identity theft. How could all of the other XXXX companies be wrong but these XXXX are denying the identity theft occurred. This is a horrible thing to do to a customer with health issues that was a victim of identity theft.

Company response to consumer: Closed with explanation