Consumer complaint received 2015-07-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DE
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
What happened : In XX/XX/XXXX my Boscov 's account had fraudulent activity that I reported to Cap One and was assured would be taken off my account. It has not been resolved after almost a year of phone calls and sending them documentation. They are now negatively impacting my credit bureau and refuse to remove the fraud charges from the account. 

My last known activity on the card was in XX/XX/XXXX or XX/XX/XXXX as I was preparing to move XXXX for a new job on a 3 year contract. At the time of the transaction at the store, as reminder by my mother who was with me, I told the cashier I was preparing to leave the country. 

I paid the balance in full and thought that I had closed the account, but later was told it was never closed out. After being in the XXXX for a few months, a colleague brought my mail from XXXX to me, where I found several notices from Cap One claiming I had a past due balance. 
I contacted them immediately to advise them that I had paid the balance off and thought I had closed it. They informed me of the fraudulent activity and I requested it be disputed and investigated because I was n't even in the country. I also requested that all correspondence regarding the issue be by email, since I was in the XXXX. They agreed and said they would take care of it and let me know if they needed anything. 
I heard nothing, but again a few months later when my mail came over from the XXXX. I found that they had closed out the dispute and placed the items back on the account and again were reporting me as past due. I had heard nothing from them via email as promised. 
They included copies of a receipt claiming it was my signature. Which of course it is not, since I was n't there and it is clear that whoever signed it started writing another name before forging mine. It is not mine. I reported this again to Cap One and again offered to send anything they wanted to show I live and work in the XXXX. I asked them to pull video from teh store because I think it was the cashier that I had told I was leaving the country, who XXXX have done this. 
They requested that I file a police report. I explained my situation but they insisted. I attempted to file a report on line, but was told I could not do that. I tried speaking to the local and State police who told me I had to be in person to process a police report. 
I contacted Cap One again and explained, they said they would take my contract as proof that I was out of the country, if I would mail or fax it to them this would all be resolved. Which of course is not easy XXXX but I had it done XXXX first by mail, then when they claimed not to have received itXXXX. I have the receipt showing the confirmation and the correct fax number. 
I did n't hear anything and contacted them and they claimed they have n't received my fax and closed the case. Again the balance is months overdue and negatively impacting my FICO all this time. 
I am just completely fed up with trying to work with them. Please help me get this resolved. I am not confident that if I send the doc again that they will actually follow through with getting this matter resolved. What happened to Fraud Protection? They get lots of customers claiming they have this, but when someone perpetrates a fraud against you, they will not work with you. To help them locate me, my DOB is XX/XX/XXXX. There is an existing case and the amount of the activity was around {$300.00} but I beleive they have it up to closer to {$700.00} with fees. I am happy to provide more details if needed. this is either the account numberr or case number XXXX, I also found a note from them indicating the last four of the account is XXXX, so maybe they have shut down the old number.

Company response to consumer: Closed with non-monetary relief