Consumer complaint received 2024-05-24 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: GA

Complaint narrative:
XXXX. I am a XXXX  XXXX  XXXX XXXX XXXX. During the summer of XXXX, I received notice from the state retirement system of Georgia that my private information and the private information of other retired teachers in Georgia had been compromised and that I should lock my credit. So, I did. But, because of the reasons listed below, I think my information got into someone elses hands before I locked my credit. Thankfully, I check my credit score on XXXX XXXX almost daily because I am obsessed with it. 
XXXX. Fast forward to XXXX, XX/XX/XXXX. My credit score dropped XXXX points on XXXX XXXX. I looked up why using the app. I learned someone had opened a Capital One card in my name in XX/XX/XXXX. They charged {$3300.00} on it. Whoever had the card didnt pay the payment in XXXX, so I was dinged. I immediately disputed on XXXX XXXX. Then, I called Capital one. I was on the phone for more than one hour as they tried to locate the card ( I dont have the card number, obviously. ). They finally found it and opened up a case to investigate it. 
XXXX. Here is a separate unrelated issue that happened with XXXX  XXXX XXXX on XXXX XXXXXX/XX/XXXX. I got what seemed like real text message from someone who claimed to be XXXX XXXX XXXX. 



He called and said there were also XXXX other charges in XXXX other cities. I asked how it happened. He said because people dont use the tap feature. People steal from cards that are pressed in a slot. I kept checking my account but the charges he mentioned were showing up, and my antenna started to go up. He asked me for my pin, and thats when I knew. I told him this is fake and youre a liar. He then said he was just doing his job and gave me his id badge number. XXXX. I called the XXXX XXXX XXXX  phone number on the back of my card. They said nothing was charged to my card. They said it was a scam. They issued a new card and canceled the one one.

I called the number. The person on the other end asked me live about charges that were listed in the text message. I said no. He kept putting me on hold and coming back. Then, he asked me for my debit card number and pin, and I knew it was a scam. I hung up. I called XXXX  XXXX XXXX and canceled the card just in case, and got a different card. 

The above is a rejection letter saying I have to pay. XX/XX/XXXX Filed police report. XX/XX/XXXX Called captial one using number of rejection letter. 

Gave police report info case numbers. Officer number. XXXX XXXX Case number XXXX Spoke with from Capital one. He hung up and I never got his name. He said they had reopened up the investigation, so Im guessing Ill hear something again in a couple of weeks. 

On XX/XX/XXXX, I received another letter saying I was responsible. 

This is not my card. Ive never seen the card. I am not responsible. 

Frustrated, I called XXXX XXXX XXXX XXXX XXXX. They told me to file disputes with all three credit score companies. I did it on line with XXXX. I sent letters with supporting documents with XXXX and XXXX because their online systems werent working. They also told me to file a dispute with you, the Consumer Financial Protection Agency.

Please help me remove this problem and fix my credit score. 

Thank you.

Company response to consumer: Closed with non-monetary relief