Consumer complaint received 2023-12-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Information belongs to someone else
Company: Atlanticus Services Corporation
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX I was notified by XXXX XXXX that my credit score had dropped dramatically. I immediately checked my credit report and noted an unknown address XXXX XXXX and an unknown account held by XXXXXXXXFortiva. I immediately notified all the credit agencies this was not my account, nor have I ever lived at the XXXX address, much less anywhere in the entire state XXXX XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX, I called Fortiva to inquire about this matter. I was informed there was a credit account opened with a home security service provider XXXX XXXX, using a XXXXXXXX address. I informed the CSR that not only was this not my account, I had never in my life even been to XXXX, and nor had I ever lived in XXXX. The CSR informed me they would request a few items from me in writing. 

XXXX XXXX XXXX XXXX XXXX XXXX I provided Fortiva, per their request, with a hand-signed copy stating the facts surrounding the event, a copy of my driver 's license, and a copy of the FTC fraud report. 

At some point in early XXXX of 2023, all the major credit reporting bureaus agreed with me that the XXXX address used to open the account was not mine and they removed the address from my record. However, the reporting bureaus were unable to delete the account from the report because the lender, Fortiva, deemed it a legitimate account. It is incomprehensible that the address used to fraudulently open this account could be deemed inaccurate and fraudulent, yet the underlying account was deemed legitimate. 

XXXX XXXX XXXX XXXX XXXX XXXX, I called Fortiva again and asked them why they held the position the account was legitimate. They told me they could not answer any questions about the investigation over the phone, but that they mailed a letter to me about the outcome of their investigation. 

A few days later I did indeed receive a letter from Fortiva. The letter stated they closed the investigation because they did not receive any of the documents they requested from me for the investigation. Consequently, the account was still deemed legitimate. 

I immediately called Fortiva and offered to again email them the documents they requested. The CSR told me they did indeed have the documents, but they somehow were not processed correctly and they would again look into the matter. 

XXXX XXXX XXXX XXXX, I reviewed my credit report and noted the fraudulent account was still on my report. 

XXXX XXXX XXXX XXXX, I again emailed them all the documents they asked for. 

As of today, Fortiva still has not updated me on the matter, nor have they closed the account so I can have it deleted from my credit report. To reiterate, this account was opened for a home security service in a state that I not only don't live in, but have never been to in my entire life. Furthermore, the address used to open the account has already been investigated and found to never have belonged to me. At this point, I believe Fortiva is acting in bad faith and possibly illegally by refusing to close and delete this account.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief