Consumer complaint received 2024-06-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY

Complaint narrative:
On XXXX, XXXX 2024 XXXX I reached out the CaptialOne Bank at XXXX to let them know I noticed a CapOne credit card with a $ XXXX limit shown while looking over my banking info on my XXXX  mobile app that I did not request or have anything to do with! I spoke with a representative at the time for about 16 minutes and informed her that it was not me who took out this card. She looked into their systems and told me that it seems like the card in reference seemed to have been taken out and used to pay off another XXXX credit card for {$9900.00}! She then said that they were going to close out the account and launch an investigation. They will inform me of their investigation results within 90 days. I got off the phone thinking everything as was going to be resolved and I wouldn't have much to worry about moving forward as I DID NOT TAKE OUT ANY CAPONE CARD OR ACCOUNT! 

Fast forward to XXXX, XXXX 2024. Around XXXX. I reached out again to CapOne because I noticed that my credit score has taken a significant hit from mid-high XXXX 's to now low XXXX 's and I haven't heard back anything from CapOne up until this point. The representative I spoke with at that time informed me the investigation was closed out since I believe XXXX and they sent out a letter to me stating there finds. I responded with I never received any letter of the sort. Cause if I did, I would've most certainly been in contact prior to today have the matter resolved. I asked to speak with anyone that would be able to further assist with the matter. All I was told that there is nothing else that can be done as the investigation was closed. I then requested all findings from said investigation because I wanted to know of any proof they could've provided. They said I would have to follow a process of sending a letter to request their investigation information. After a 36 minutes conversation with multiple representatives, I got off the phone feeling very frustrated and helpless. 

I spent the next 2-3 months trying to research as much as I could and speaking with people who might've gone through similar situations for advice. I recently reached out to my personal Bank/XXXX  for assistance and XXXX XXXX XXXX. A XXXX representative and myself called up CapOne together on XXXX, XXXX 2024 for further information regarding the account. CapOne representative then said they will re-launch the investigation and asked if I would be able to provide a police report or Federal Trade Report. I walked across the street from my job to the local police precinct and was told that I needed to acquire the date, time and description of incident in order to fill out a police report. I called back CapOne  a couple days later and requested the information. I was told again they can not provide that information that another letter stating their finds was going to be sent out. I'm guessing the same letter I never received initially back in XXXX! 

It is now been 5 months going onto 6 and my credit score/history is being significantly impacted in the worse of ways!

Company response to consumer: Closed with explanation