Consumer complaint received 2020-06-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Good Afternoon CFPB, This complaint also pertains to complaint ID XXXX. 

This complaint is against Capital One, and it is against its terrible process to address fraudulent transactions/activity. 

On my previous complaint i addressed the fact that my credit report and my different credit dashboards ( e.g. XXXX XXXX ) demonstrate a credit card balance of 9000+ dollars which i do not have as the only credit card i have ( ending XXXX ) has a XXXX dollars balance and always showed a XXXX  balance. 

My previous complaint revolved on the fact that i called Capital One and requested to be connected with the fraud department to report this fraudulent balance appearing on my credit report. The two capital One reps ( One of them a manager ) only manage to tell me that the way how Capital One process fraud is by sending the written statement of the fraudulent transaction through physical mail. These two Capital reps stated there is no electronic way nor phone direct line to notify fraudulent activity. They also stated this letter should include description of the issue including merchant name, transaction date and amount. I tried to explain to Capital One customer service that i don't have any of this information as i do not have an additional Capital one card. 

As part of Capital One response to my previous complaint XXXX ; A capital one rep by the name of XXXX ( XXXX ) states that she attempted to call me on XX/XX/XXXX ( only 1 day ) to  understand the issue but it was unsuccessful. The letter states that there are two accounts link to me ( XXXX and XXXX ) and the second one is the one that has an outstanding balance of XXXX dollars. This letter also states that if i would like to dispute the transaction, i would need to provide the information listed above. The letter provides an 800 number for XXXX, but not direct number or a way to directly reach a fraud specialist who can urgently address this matter. 

I tried to call Capital One to reach out to XXXX and they were unable to reach her without a last name ( this is in fact what they stated ). As you can understand, i can not provide any of the information they are requesting on the transaction as I DO NOT OWN another capital one credit card beyond the account ( XXXX ). 

I would like Capital One to reach out to me ( & attempt more than once ) because as you may understand i work from Monday to Friday XXXX to XXXX ; Or at least provide a direct number to the fraud department so i can address this issue. Also, i would like for Capital One to revise their fraud communication process to make it more customer oriented. It is ridiculous that a credit company of this size does not have a more customer oriented process which allows the user to report fraudulent activity which may end up on serious consequences as credit impact. 

Note - I am attaching the Capital One statement which meant for them the closure of the issue which i personally find insulting. 

Kind Regards, XXXX XXXX

Company response to consumer: Closed with non-monetary relief