Consumer complaint received 2023-02-16
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
- XX/XX/XXXX - cell phone stolen - over the next several weeks, notifications of attempts to open fraudulent accounts began arriving - fraud and credit monitoring services notified - XXXX XXXX, XXXX - received Capital One 360 statement stating checking account balance was {$0.00} - Contacted CapitalOne and advised account was opened fraudulently and as a result of identity theft - XXXX XXXX - received letter from Capital One stating the account was closed - assume therefore the CapitalOne matter is closed - XXXX XXXX, XXXX - fraudulent attempts continued so police report filed XXXX XXXXXXXX XXXX Police Dept. 
- XX/XX/XXXX - fraud report filed with FTC - XXXX XXXX, XXXX - received a new letter from Capital One stating a SavorOne Credit Card was past due in the amount of {$300.00} - immediately contacted Capital One and advised that the account was fraudulent and I had not opened the account, I had not ever received a credit card from Capital One, I had not charged anything to the account, and I had not ever received a bill from Capital One - Capital One did not close, or even freeze the account, and knowingly allowed the fraudulent account to remain active - XXXX XXXX, XXXX - Capital One sends letter stating the " minimum payment '' was overdue in the amount of {$460.00} - Again, we contacted Capital One and spoke with a Supervisor who indicated ( for the first time ) that a Fraud Information Form ( " FIF '' ) must be filled out and a form would be sent to us - A FIF was finally sent dated XXXX XXXX, XXXX, however a secure link is required to download the actual form - Again, we contacted Capital One Fraud Prevention Dept., and after finally being permitted to speak with a Supervisor ( the representatives were previously unable to help ), another secure link was sent - XXXX XXXX, XXXX - FIF and all requested backup information was uploaded to Capital One - XXXX XXXX, XXXX - XXXX letters are received from Capital One : ( XXXX ) a request that a FIF be filled out an uploaded ( which had already been done ), and ( XXXX ) that Capital One had completed its investigation and determined we were responsible for the charges because " activity on the account indicated you opened and interacted with this account '' and " the charges totaling {$3300.00} will appear on your next billing statement. '' No other evidence, explanation or information was provided. 
- XXXX XXXX, XXXX - we sent, via XXXX, correspondence, including over 30 pages of backup, to Capital One Credit Card Fraud Dept. and Capital One 's General Counsel, XXXX XXXX, XXXX. including documents indicating the fraud and the damage this was having to a young adult 's credit rating. 
- XXXX XXXX, XXXX- received another letter from Capital One which was the same as the XXXX XXXX letter except for one added clause : " Information we discovered leads us to believe you or another account user benefitted from the transactions '' - no other information or evidence was provided. 
- XXXX XXXX, XXXX - received yet another letter from Capital One which was exactly the same as the XXXX XXXX letter - again no other information or evidence was provided. The letter continues to state that " charges totaling {$3300.00} will appear on your next billing statement. '' - To this day, we have never received an actual credit card, any evidence an account was actually opened or how and account was opened fraudulently, a bill, a statement, or any reasonable explanation to explain how the fraud was allowed to occur and why it remains unresolved.

Company response to consumer: Closed with explanation