Consumer complaint received 2025-11-24 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: OH

Complaint narrative:
Capital One furnished an account ending in XXXX to the credit bureaus that I did not open and continues to claim it belongs to me without providing any verifiable evidence. The account has been removed twice previously as identity theft, and it was later reinserted without proper certification, which violates FCRA 611 ( a ) ( 5 ). 

Capital One sent me a letter on XX/XX/year> claiming the account is mine because a credit card was mailed to an address that appears in public records and because they believe a payment was made using a phone number they also found in public records. The address was a investment property/rental location rented out where I never lived or received mail. The phone number they referenced is a XXXX XXXX XXXX  number that is not a fixed line, is not used regularly, and is not a number I would ever use to open or verify a financial account. Public record matches are not identity verification under the FCRA. 
Additionally, the number XXXXXXXX XXXX XXXX is not a traditional phone line. It is a XXXX XXXX XXXX  number * *, not a fixed or primary telephone number, and * * is not used regularly * * and no legitimate bank should treat a non-fixed VoIP line as verified identity information. Identity thieves frequently use XXXX  lines because they can easily be registered, forwarded, or spoof Capital One also claimed that a payment was made with this phone number, but this is impossible. I do not make payments by phone, and no payment has ever been withdrawn from any bank account I own. Capital One has not provided any documentation showing where the payment came from, whose bank account was used, the payment method ( ACH, debit, etc. ), or any traceable origin data. A legitimate payment always has a verifiable source. 

Capital One also failed to provide any of the following required verification items : IP address or device ID used to apply Authentication logs or 2-factor verification Digital signature or application metadata Employment or income data submitted Fraud-analysis notes Payment origin details Their investigation relied solely on matching public data rather than providing authenticated evidence that I opened or used this account. This does not satisfy FCRA 611 ( a ) or 623 ( a ) ( 3 ) for a reasonable investigation, and it does not meet identity theft handling requirements under FCRA 605B.

I have disputed this multiple times, and the account was deleted twice but later re-reported without proper certification. This constitutes a reinsertion violation. Capital One has continued to furnish information that they can not verify and have ignored the identity theft documentation previously supplied. 

I am requesting CFPB assistance because Capital One has failed to conduct a reasonable reinvestigation, failed to provide proper verification, and continues to furnish information that does not belong to me.

6. Cease and desist status clarification.

I authorize the temporary removal of the cease and desist * * solely for the purpose of resolving this identity theft dispute * *. This authorization does NOT grant permission for Capital Ones collections team to contact, harass, or attempt to collect a debt I do not owe. Any contact must be limited strictly to providing documents, verification records, or responses required by law to resolve my dispute

Company response to consumer: Closed with explanation