Consumer complaint received 2026-03-18 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: NJ

Complaint narrative:
Consumer Financial Protection Bureau Complaint Against : Capital One, N.A. Consumer : XXXX XXXX XXXX Subject : Reporting of Unverified and Potentially Fraudulent Accounts Failure to Conduct Reasonable Investigation I am filing this complaint regarding Capital Ones continued reporting of disputed accounts on my consumer credit reports despite their inability to provide competent documentary evidence that I authorized these accounts. Accounts at Issue : Capital One Account ending XXXX Capital One Account ending XXXX After disputing these accounts, Capital One responded by stating that the accounts were opened through an online application. However, the company admitted that it can not provide a signed application or any documentation demonstrating that I personally authorized these agreements. This response fails to meet the verification requirements under the Fair Credit Reporting Act ( 15 U.S.C. 1681s-2 ( b ) ). When a consumer disputes an account, the furnisher is legally required to conduct a reasonable investigation and review all relevant information. Simply asserting that an account was opened online without producing documentary evidence linking the application to the consumer does not constitute a reasonable investigation. Capital One has failed to produce any of the following : The original credit application A signed agreement or authenticated digital signature Identity verification records used during the application process IP address logs associated with the alleged application Device fingerprint or authentication records Records demonstrating that I personally accessed or controlled the device used to apply Any documentation proving that I authorized the extension of credit Without such documentation, Capital One can not reasonably verify that these accounts belong to me. Despite the lack of verification, Capital One continues to report these accounts as accurate to the credit reporting agencies. Reporting information that can not be verified may constitute negligent or willful noncompliance with the Fair Credit Reporting Act. Additionally, furnishing and continuing to report disputed debt without adequate verification may also constitute unfair or deceptive practices under federal consumer protection laws. Capital One has previously faced regulatory enforcement actions for deceptive financial practices affecting consumers, which further raises concerns regarding the integrity of their internal investigation process. Requested Resolution : I request that the Consumer Financial Protection Bureau require Capital One to do one of the following : 1. Provide full documentary verification proving that I personally authorized these accounts, including the original application data, authentication records, and identity verification logs. OR 2. Immediately delete the accounts from all consumer reporting agencies. Consumers should not be forced to carry damaging credit reporting based solely on unsupported claims by a financial institution that can not produce evidence tying the account to the consumer. If Capital One can not produce the required documentation, these tradelines must be removed from my credit file. I respectfully request that the CFPB formally investigate this matter and require corrective action. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation