Consumer complaint received 2021-09-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
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:
While reviewing this complaint - I noticed that the wrong verbage is showing in another section. I am NOT trying to get a credit card. I am trying to file a Fraud Complaint that someone else opened a credit card in my name without my knowledge. I do not know the people and I have never lived at the address they used. 

Here are the events that occurred : I started to get my limit lowered on credit cards and bank accounts so I looked up my credit score. I found an account that someone else opened using my personal info. They used their own address so I never received a bill and had no idea they opened the account in my name. I called Capital One on XX/XX/XXXX to see what was going on and they gave me the address that the people used : XXXX XXXX XXXX, XXXX, MD XXXX. They told me that they would open a fraud claim an investigator from the fraud department would call me within 45 days to ask me questions. No one called me. I also filed a Police Report on XX/XX/XXXX at XXXX XXXX  with the XXXX County Sheriff 's Office - Tracking Number : XXXX. On XX/XX/XXXX I used the State Department of Assessments and Taxation public records to find out who the owners of the house are living at the address in XXXX. The owners are : XXXX XXXX and XXXX XXXX. 
Please note : the Capital One employee gave me this information- and told me that these people used my information to open the account on XX/XX/XXXX and then they used the credit card to buy {$12000.00} worth of items. 
On XX/XX/XXXX I received a letter with Capital One 's letterhead stating that their " research found no signs of fraud ''. So I called the number and entered the extension on the letter on XX/XX/XXXX at XXXX XXXX. The voicemail said that the person was busy. I called again at XXXX XXXX  and again at XXXX XXXX. I left a message at XXXX XXXX. They called me back at XXXX XXXX  - my phone rang once and I answered it but they hung up on me. I called them right back at XXXX XXXX  and they were not available. On XX/XX/XXXX at XXXX I called and left another message. No one called back. On XX/XX/XXXX at XXXX I called and they were not available. I called again at XXXX XXXX  and did not enter the extension # provided on the letter - and that is when I used the menu to get to another place and heard that I had been calling : XXXX, XXXX XXXX XXXX, XXXX. ( a debt collector ). I looked them up online and there was a place to leave a message and request an appointment for someone to call me back. I scheduled a call back appt for XX/XX/XXXX at XXXX XXXX. No one called me. I did screen shots of their site which verified my appointment. On XX/XX/XXXX at XXXX XXXX  I called Capital One. I first spoke to " XXXX in XXXX, Florida '' who said that the fraud case was " in recoveries '' and she would have to transfer me to the fraud department. I told her about the letter and all of my attempts to call XXXX, XXXX XXXX XXXX and that no one from Capital One ever called me back. She was very nice and made sure that she transferred me to a supervisor in the XXXX XXXX. At XXXX XXXX - XXXX who claimed to be a supervisor in Fraud answered my call. He looked at my account for about 20 seconds and then said that since this was such an " old account ''. He put me on hold for 8 minutes and came back at XXXX and said he would have to get someone else on the line with us. He assured me that he would stay on the line with me until things were cleared up. At XXXX XXXX  he transferred me to XXXX and " Account Specialist '' but he did not talk to XXXX nor did he remain on the line. After giving XXXX a summary of the events - she simply said " at this point there is not much more that I can do for you ''. I had to explain to her that my credit score dropped significantly due to this fraud and that I was assured by XXXX that she would handle this. I had to get a little pushy and rude to get anywhere with her. She put me on hold several times and finally agreed to resubmit the fraud case for investigation. Again - I was promised that someone would call me in 30-45 days to ask me questions. So I asked her if she could expedite it since they pretty much mishandled the first case. She then asked me what the reason was for my asking to expedite it. Again - I explained my credit score issue and the fact that my credit cards were lowering my limits, etc. She said that she had to enter a reason to expedite it. I'm not sure why she couldn't figure that out herself. She put me on hold again and came back and said that someone would call me from Capital One in 72 hours. As of today as I am typing this XX/XX/XXXX - no one has called me from Capital One or XXXX, XXXX XXXX XXXX, XXXX. I am copying and pasting this message into a WORD document so I can use this summary elsewhere. I plan on sending a letter to the CEO of Capital explaining their negligence in the handling of my case- and also that their process doesn't seem right by sending me to a debt collector without investigating further.

Company response to consumer: Closed with explanation