Consumer complaint received 2025-08-30 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
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: CA

Complaint narrative:
My information was somehow compromised. As a result of this my identity had been assumed by someone else. This individual and his accomplices then began to use my identity to make fraudulent purchases by obtaining credit cards and bank accounts along with XXXX  debit card in my first and last name. Somehow these individuals were able to create an online profile for my Capital One credit card accounts and accessed my accounts. They then performed cash transfers and credit transactions for purchases and payments. The police XXXX Police were notified and came out to my home at this the investigation began. Due to the individuals hacking my XXXX XXXX XXXX  account and withdrawing cash from an ATM in XXXX California the XXXX Police Dept Detectives then got involved. Search warrants were issued to XXXX and XXXX along with a warrant to arrest XXXX XXXX. XXXX XXXX admitted guilt to the crimes performed on myself and others by him. This man was then convicted and sentenced to 3yeras and 8months in XXXX of XXXX. During the process of investigation along with the arrest and conviction all documents had/have been provided to Capital One and XXXX has denied that there was fraud/identity theft performed on my account irregardless of the court documents provided, full length police reports, FTC reports, letters from XXXX  XXXX court district. All legal documentation was denied by Capital One along with communications directly from XXXX XXXX on my behalf to Capital One. Capital One believes that their investigations are above the police and courts along with my statements and my personal testimony. This has been ongoing since XX/XX/XXXX and documents have been provided every step of the way. XXXX then requested an itemized statement following them sending me a list of my transactions. Based upon what they sent me I had the police then provide a supplemental report which was then provided to Capital one they rebuttal that upon completing their investigation they see no fraud as I made payments on my credit card by phone. Which makes no sense. I NEED ASSISTANCE WITH THIS I have attached the last set of documents provided to XXXX  which does not include all pages as they requested pages that list transactions specifically. This institution wants me to assume financial responsibility for the fraudulent transactions, fees and interest as if being a victim of identity theft and fraud isnt stressful enough. Capital One has a digital fraud department as well who witnessed fraud live in a call with me five transaction attempts live on a call and are still denial of this situation. This has been stressful and frustrating and not mention the fact that they capital one are in support of the criminal in this case and wanting the victim to pay for their wrongs. I need help and can provide the full reports for each institution if you needed

Company response to consumer: Closed with non-monetary relief