Consumer complaint received 2025-08-07 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
I called capital one today because I logged into online banking and found that information on my capital one platinum credit card ending in XXXX was missing. I saw this account in my online banking app yesterday so i thought it was odd that i couldnt see it today. Upon contacting capital one, a representative in the fraud department told me the account has been flagged and is under investigation because a dispute was filed with XXXX  claiming fraud. I told this representative that I did not file any fraud disputes for my credit card ending in XXXX with capital one recently. I even spoke with capital one on Saturday, XX/XX/XXXX and reviewed transactions on my credit cards with their fraud department as one of my credit cards was locked and in order to have it unlocked I needed to speak with them. The representative did not provide me with details and i did disclose that i recently hired a credit repair service to work on my credit. I called capital one a second time because i was not satisfied with the answer i received during the first call. The second representative i spoke with researched the claim and read a portion of the dispute experian provided. The dispute listed several accounts ( XXXXXXXX XXXX XXXX XXXX XXXX ) including capital one as identity theft accounts. This triggered an investigation on my current open account for the platinum credit card ending in XXXX. I told the representative i have not filed identity theft reports for this card or any accounts i have in collections and certainly not filed anything with XXXX I confirmed the credit card ending in XXXX is mine and currently in my possession. I logged into my XXXX app and saw the dispute notifications. I dont have notifications enabled for this app so i didnt see alerts from XX/XX/XXXX that disputes had been filed for several accounts. Clicking into the notifications, i couldnt see details or copies of the disputes filed. After opening an alert showing the dispute result, I saw experian stated that accounts were blocked from my credit history due to a report of identity theft. I decided to reach out to the credit repair service person to further investgate. Upon contacting the person at the credit repair service I recently hired to work on removing negative remarks from my report ( paid in full upfront and sent personal information to on XX/XX/XXXX. Including pay stubs, utility bill, W-2 and a picture of my license- I have email and text history to support this ), I was told that disputes are not filed on open accounts in good standing. I told this person the dispute is not on an active account. The dispute details experian provided to capital one listed multiple accounts including 3 capital one accounts which were paid by me and closed by capital one in XXXX, as fraudulent due to identity theft which triggered the investigation from capital one on my current platinum credit card ending in XXXX. Capital one is investigating the application I filed to get this credit card in XX/XX/XXXX due to the dispute filed with XXXX  claiming identity theft. I asked the credit repair person if identity theft is what was claimed by her company on the dispute filed and if so, this needs to be corrected as none of the accounts in XXXX report, including the ones with capital one are fraudulent. The credit repair person did not confirm or deny that identity theft is what her company claimed in their disputes. I told the credit repair person I wanted copies of what was filed by them with creditors and/or the credit bureaus so I can provide it to capital one and they can close the investigation as all of my accounts with capital one are mine. I even told the credit repair person I am actively enrolled in a debt relief program ( XXXX XXXX XXXX ) who negotiates settlements on my balances so I can pay off the accounts. Initially, I was told by the credit repair service person that the way they repair credit is by disputing negative remarks, late payments, charge offs, bankruptcies, etc. I was told they send custom letters to bureaus and creditors when disputing. It made sense to me to hire them to dispute and perhaps get some negative remarks removed from my credit history while at the same time paying off my debt through settlements negotiated through the debt relief program. I kept inquiring about experians report claiming identity theft and the credit repair person asked if their spouse can call me over the phone to explain further. Upon speaking with him, XXXX, who called me from XXXX, I was initially told they send letters to third parties ( creditors ). Then when I requested copies of the dispute, again, I was told they dont send letters, they call the creditors and report inaccuracies between the 3 credit bureaus which is how they repair credit. Then I was told that they buy my debt from the creditors. I was told by this person that they were going to make some calls to resolve this and would be contacted again tomorrow. I wanted to submit a complaint through here because someone has reported my accounts as identity theft to XXXX and this is NOT accurate. I have not filed identity theft disputes or authorized anyone to file identity theft disputes on my behalf. I will be calling XXXX to ask for copies of the dispute filed along with supporting documentation. I placed a freeze on my credit through the XXXX app. I have spoken with capital one 3 times in a 24 hour period to confirm that the account being investigated ( platinum card ending in XXXX ) and all other accounts in the experian dispute are NOT fraudulent. These accounts are mine.

Company response to consumer: Closed with explanation