Consumer complaint received 2018-06-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
My complaint is against Capital One. I have had a Capital One XXXX card for several months. Someone ( I believe from Capital One ) has stolen my identity three times in the past month ( even on a brand new card with a new number in less than one week ). My on-line account was disabled several weeks ago due to the fraud and I was told by a Capital One representative that I would receive an email allowing me to set up another on-line account, but never received it. This prevents me from seeing what transactions have occurred on my account, so I have no idea if fraudulent charges were made. Whomever calls in to Capital One has answers to all of the questions presented to " verify my identity '' and Capital One moves forward with changing the address ( 1st time to an address in XXXX, NY when I live in XXXX, GA ) and then sends me an email thanking me. The next time ( some time this week ), someone called in ( apparently with all the right information to " verify my identity '' ) and changed my email address. Capital One 's response was to file a fraud report with Identitytheft.gov. This is not a viable option as they don't really do anything. Capital One issued a credit card to me about three years ago ( I did not apply ) and I reported it to XXXX as well as my local police department and nobody ever contacted me as a follow up. Capital One refuses to give me the address in the XXXX so I could file a police report and, believe me, police do not have time to follow up on these matters without specific information, such as that address or the email address ( that I also requested ). I just want something done. I have wasted so much of my time during the past month dealing with this issue and it does not seem to get resolved. Capital One won't even provide the authorization I need so I can monitor my account ( in spite of providing my work email for them to send the authorization ). They did not, of course, comply with that request. Further, I contacted Capital One 's fraud department this morning ( after spending an hour on the phone last night ) and I was told that they would " investigate '' but that doesn't ever seem to happen. It did not happen three years ago when Capital One issued a card to me for which I did not apply. I filed a police report for that one ( something that took a half day of my time ) and absolutely nothing was done. I want the address in XXXX, NY and I want the email address that someone tried to link to my account. I believe in these days of so much fraud, and considering that this has happened three times during the last month, I have every right to have that information so I can take the proper steps with law enforcement to get this stopped. 

I am simply disgusted and desperately need to have something concrete done about this, whether it be by Capital One or law enforcement, but they have tied my hands. This could be easily solved by the sharing of information so it can be properly reported, but Capital One has not been diligent in helping to make this happen. Perhaps it is because they are protecting someone within their own organization, which is what I truly believe. I just want this stopped!!!!! 
Thank you!

Company response to consumer: Closed with non-monetary relief