Consumer complaint received 2022-12-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
On XX/XX/XXXX, I was notified by my credit card company that Capital One Auto Finance had put an inquiry on my social security for an auto loan. I immediately flagged the inquiry as fraud as it was not requested by me. I've lived and worked in XXXX  all my life, this account was in XXXX. A fraud alert was then put in place with all three credit bureaus that same day. 

on XXXX XXXX I received a Fraud Claim package from Capital One requesting all sensitive personally identifiable information for my identity ( full name, current and previous addresses, three samples of my signature, social security number and copy of the social security card, DOB, Driver 's License number, signed Affidavit of Fictitious Account, signed Authorization for the Social Security Administration to Release Social Security Number Verification, and copy of police report to be mailed or faxed to the address and number provided in the letter to enable them to investigate my fraud claim. I was doubtful about the authenticity of the request and attempted to call Capital Ones Risk Management office, left messages, however they have not responded. The Fraud officers from my credit card company were also doubtful of the authenticity as the letter requested my personal information be mailed or faxed, noting that usually such sensitive information is not handled so lightly. 

In late XXXX I received another copy of the package from Capital One, again requesting all personally identifiable information be faxed or mailed to the number or address provided. Due to this being a case of identity theft, I was not comfortable filling out the package and mailing it or faxing, especially without talking to someone and validating the request. I then filed a ( identity theft ) police report with the XXXX XXXX XXXX Department, who also attempted to call Capital One Auto Finance, but they were also unable to get reach a person to discuss the matter. 

Since late XXXX, I have called Capital One Risk Management Department many times, leaving messages, taken days off in hopes to hear from them, called their customer service department many times but was provided inconsistent information ( e.g. they do not have a department that handles fraud, they are unable to provide me any additional information as to what to do next, they want me to provide every information requested and fax it back, they hang up on me, they do not know if I should go to a branch in person to resolve the issue nor do they know who I can talk to about my issue at a bank branch or at Capital One Headquarters ). 

In XXXX, I was notified by XXXX that a new account had been opened with Capital One Auto Finance for {$41000.00} for a XXXX XXXX XXXX. I worked with XXXX to dispute the account, along with information associated with it ( e.g. California address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX and employment with XXXX in California and a California phone number ). XXXX was able to resolve the dispute with the California phone number and employment at XXXX, but not the auto loan account nor the California address citing that Capital One requested that I work directly with them. 

In XXXX, Capital One customer service called me everyday for two weeks to notify me that payment was late and if not paid, they would repossess my vehicle, in which I repeatedly stated that this loan was a case of identity theft. Despite the daily calls from customer service, no one was able to sync me to a person from the fraud/risk department, when they do transfer me, it goes straight to voicemail stating that I should receive a call back within 48 hours. In late XXXX I learned that a monthly payment was recently paid, therefore I stopped receiving daily calls for late payments. 

From late XXXX through XXXX XXXX, XXXX I have made countless attempts to reach them, waited on the phone for as long as possible, left messages, provided a specific day/time I will make myself available, even taking days off work. In total, Capital One Risk Management returned my calls 3 times during those months.

Company response to consumer: Closed with explanation