Consumer complaint received 2024-05-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Capital One XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Response to Case No. XXXX Dear Capital One Customer Relations, I am writing to address the concerns raised in the recent communication regarding the accounts ending in XXXX and XXXX, as well as the corresponding Consumer Financial Protection Bureau ( CFPB ) case number XXXX. 

1. Account Ending in XXXX & XXXX : Concerns Raised by Capital One : 1. Address : The address provided ( XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) has never been my address. I have resided in California for the past 6 years, from XXXX to the present. 

2. Phone Number : The phone number provided ( XXXX ) is not mine. My number is XXXX, as outlined on my credit report and instructions when a new account is attempted to be opened. 

XXXX. Email Address : The email address ( XXXX ) is not mine and was part of a data breach. I have not used this email in over 6 years. My email is XXXX, as outlined on my credit report. 

4. Flight Purchase : The flight purchase mentioned was not purchased by me and was a result of my passport being stolen, along with other items such as my ID, wallet, car, etc. 

5. Billing Statements Address : The address ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) mentioned for mailing billing statements is not associated with me. 

6. Payments : Mention of receiving mail-in payments from an account ending in XXXX with Fidelity that I have no ties to, indicating identity theft. 

Response to Allegations : As the purported account holder, I categorically deny any association with the aforementioned account. The discrepancies noted by Capital One unequivocally indicate identity theft, necessitating immediate action to rectify the situation. 

- The address, phone number, and email provided do not correspond to my records and suggest fraudulent activity. These discrepancies have been confirmed through my credit report and personal documentation. 

- The flight purchase mentioned was a result of my passport and personal documents being stolen, resulting in unauthorized transactions. 

- I have never been associated with the mailing address provided for billing statements, further indicating fraudulent activity. 

- I have no ties to the account ending in XXXX with Fidelity, which clearly indicates identity theft and unauthorized financial transactions. 

Actions Taken : In response to these concerning developments, I have taken the following actions : - I have promptly disputed the legitimacy of these accounts with Capital One and have requested a comprehensive investigation into the matter. 

- I have taken proactive steps to monitor my credit report and have reported the identity theft to the relevant authorities. 

- I am fully cooperating with Capital One and the CFPB to resolve this matter expeditiously and to prevent any further unauthorized activity. 

Mandatory Response Required : Given the severity of the allegations and the clear evidence of identity theft, I request that Capital One undertake the following actions : - Conduct a thorough investigation into the accounts ending in XXXX and XXXX to determine the extent of the fraudulent activity and provide a detailed report of your findings. 

- Cease all collection activities related to these accounts until the investigation is complete and the matter is resolved to my satisfaction. 

- Provide me with copies of all documents, recordings, or communications relevant to the opening and management of these accounts. 

- Implement appropriate measures to prevent future occurrences of identity theft and unauthorized account openings. 

Compliance : I expect Capital One to adhere to all relevant laws, regulations, and industry standards in your handling of this matter. Failure to do so may result in further legal action. 

Conclusion : I appreciate your attention to this matter and trust that appropriate measures will be taken to address the serious issues raised. Please acknowledge receipt of this letter and provide a timeline for the investigation and resolution of this matter. 

Sincerely, XXXX XXXX ---

Company response to consumer: Closed with explanation