Consumer complaint received 2015-10-31
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
In an XXXX XXXX, 2015 letter from Capital One, I was informed in an unsigned letter that someone may have opened a credit card account using some of my personal info. The letter provided a reference number of leading xs and ending in XXXX digits.Beneath the reference number was a XXXX " Case Number ''. In a letter of XXXX XXXX, 2015, I wrote Capital One indicating that I was exercising my right to obtain documents relating to fraudulent transaction made or accounts opened using my personal information and thus was requesting a copy of applications and other business records relating to the attempt to create ( or the creation ) or establishment of an account in my name. My written request resulted in a standard form letter, dated XXXX XXXX, that was not responsive but which was assigned a different reference # and corresponding Case No. that was different from the first. The letter was not signed. The letter asked that I provide ( 1 ) any supporting documentation, such as my credit report, ( 2 ) a copy of the XXXX XXXX letter, ( 3 ) a copy of my original request dated XXXX XXXX, and ( 4 ) completion of a separate attachment. The attachment asked for my Name, Address on file with Capital One ( unknown so N/A ), Current Address, Account Number ( unknown so N/A ), SSN, and Date of Birth. I completed the information on the attached page, made copies of the correspondences, and mailed back to Capital One, XXXX XXXX in XXXX XXXX XXXX UT on XXXX XXXX. On XXXX XXXX, I received the SAME FORM LETTER /attachment with a THIRD different reference number/Case No. from Capital One. XXXX was unresponsive. In my follow-up letter of XXXX XXXX, I cited all of the XXXX reference/case numbers and demanded that Capital One not send another form letter. But on XXXX XXXX, I received the same form letter with new reference/case no. Discussed, I called the 'customer fraud protection team ' @ XXXX XXXX ( XXXX ) on XXXX XXXX and spoke for more than 20 minutes back and forth with XXXX who did not provide a call back extension and who promised to give me a call back after speaking with her supervisor about my request to send me the online application that was completed using my personal information. XXXX told me that I could not receive the document but would check and call me. On XXXX XXXX I called back at XXXX XXXX to follow-up with XXXX but was blocked by XXXX who took up the battle for 57 minutes trying ( but unsuccessfully ) to explain that of the XXXX reference/case numbers, only XXXX was 'valid ' and that there was no application - contrary to what XXXX had said. Then XXXX told me I would have to fax XXXX govt-issued photo IDs, a notarized signed statement, and copy of my SSN card. She provided no name for the fax and could not guarantee that even after all of that I would get the application. I asked why these requirements were not specifically cited in the responses from Capital One instead of the same form letter. And why was there no one dedicated to my case. XXXX was not even clear on the process and what became of the correspondence mailed to the POB. After speaking with her, I became concerned that each case number represented a separate attempt to open a new credit card. But she felt I should not be concerned because only XXXX case number appeared from her search ... the others were unsuccessful. I 'm complaining that this process by Capital One for handling fraud cases is broken and disconnected. Neither would XXXX or XXXX elevate or refer me to their supervisor.

Company response to consumer: Closed with explanation