Consumer complaint received 2022-02-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Credit report always within XXXX pts of husband 's, as we are on all each other 's accts. Checked last month, everything normal. This month, his normal XXXX, mine dropped XXXX pts to XXXX, with all kinds of inaccurate information -- none of it on his, although again, we have done the same things with all accts this month, as always ( our reports have never been even XXXX pts apart, let alone XXXX, nor have they dropped XXXX pts in a month. ) Some of the inacurrate info includes the following : missed payment. Have never missed a payment. Account closed and new opened. No, never happened. They gave me, unasked, a credit line increase at two different companies, for great credit scores.. I did not close or open anything on my own ( husband on all old and new accounts, as well, but none of these things are on his report. ) ALSO - THEY ARE NOT ON MY XXXX REPORT, WHICH IS THE USUAL XXXX, WHILE HIS IS XXXX, WHICH IS NORMAL ). Only XXXX XXXX  up and dropped me XXXX points, which the rep tried to explain by reading a stupid script " Please note that credit scores are dynamic and subject to change ... '' All incorrect info, like : It says " your oldest credit account is too recent. '' Wrong. This was not marked this way last month or any other month-it is not that way on husband 's acct, even though both names on all accts, and oldest acct 15-so years old! Not " recent ''!

Has other accts listed as newly opened and closed this month -- not true -- AND there's a bunch of new information added this to my credit report this month -- - old names I haven't used for 20+ years ( since I got married! ) old addresses -- it's as if they found an old report and just combined it with my recent once with the good information! 

I think this is because we tried to open a Cap-1 not long ago. Instead of new card, they sent us welcome pkg and approval, but a card with an OLD number we had 10-12 years ago on it! We tried to activate ; they said we can't -- that acct was closed and paid off several years ago. We asked for new card for THIS acct ( welcome pkg, emails have all new terms ) -they said that IS your new acct... but they also said they can't activate it because it's an old, closed acct. 

Because of this mess, we are listed as having a new XXXX cap-1 acct that we DID try to open ( we don't -- it was closed years ago, and though they approved a new one, it was with a number we couldn't activate.Now when we try to open one, it says " You can't -- you already have one open, haha ) We explained the screw-up. -- and they said send ID to this special link to verify. We did that night -- - and never heard back. But we keep getting " wecome emails. '' We think they added all that OLD capital 1 info for that old acct, under my maiden name, to our ( my ) credit report this month, as if it was NEW -- stupid mistake, but a computer glitch that cap-1 won't fix ... that is now showing up as NEW info on my credit acct -- but not my husband 's, prob because he didn't change his name since we had that acct, so they didn't add all that info like it was a newly-discovered alias for me or something. 

XXXX on phone today would not open dispute-about incorrect score -- - or give me supervisor -- just kept reading from script. We're now in a nightmare with cap-1 who has us with an acct we can't use and worse, with XXXX which has changed my credit score from GREAT as it iwas last month, to FAIR as it was when I had the old cap-1 acct under my maiden name decades back.They even ( XXXX ) had old addresses from back then newly added and listed as new information to my credit report within the past 30 days, like they just discovered I had this secret past I had been hiding from them. sounds crazy, I know. Well, it is. 

What a mess. I'm filing this against XXXX, cos the ruined credit score hurts worse than the credit card we can't use. But both XXXX  and cap-1 are to blame for a computer glitch too complicated for them to understand, let alone fix, esp when the reps hardly understand English. Obviously, our name came up on this new cap-1 acct when we applied last month as a " needs new card, '' so they sent us a new card we can't use on an OLD account -- and then reported all that 20-30 year old information, from when we had that cap-1 acct, I guess, to the credit union, as it is all added over the past 30 days! 

If you can even understand this, let alone help, you'll be miracle workers. I worked for the XXXX  in XXXX XXXX in the XXXX, and if somebody had given me this complaint back then, I would have thought they were insane. But that's what has happened to us... and we've written letters AND talked to reps at both cap-1 and XXXX  ... plus, we tried to go online, but they won't let us go online because our info doesn't match ( XXXX  says my email address is incorrect ; it's not. Cap-1 says the ss number and password don't match, so they must have our OLD password -- it was already in there when we tried to put it in... .and as for XXXX, when I tried to sign in there, they claimed they couldn't sign me in, as I didn't have a cell for them to verify me with -- I use a landline -- is that illegal now? ) Please try to help us. This is making me XXXX  and XXXX, XXXX  and XXXX. Worked our way up from bankruptcy over a decade ago to being homeowners with great credit only to have XXXX  XXXX us over -- - hope it doesn't spread to XXXX, who so far, still has me in the " great '' ( not " fair '' ) category.

Company response to consumer: Closed with explanation