Consumer complaint received 2024-02-15 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: UT

Complaint narrative:
I'm a victim of identity theft. I have made countless phone calls with Capital One and XXXX to fix the most recent fraudulent activity and XXXX refuses to remove any incorrect personal information that they are using to validate fraudulent accounts, I've tried disputing multiple times and they refuse to delete any of it, I can't dispute any identity theft items on my report, they require a phone call to dispute and they give me the run around and say they can't remove the information because it's attached to an account! On XX/XX/2024 There was a new hard pull from Capital One on my reports leading to my score dropping. I noticed this on XX/XX/2024 I called Capital One and XXXX about the hard inquiry from Capital One for a new line of credit because that's when I saw the inquiry. I explained to them I did not authorize the inquiry and that if the person was approved to not open the line of credit. I get the run around, sent from person to person with both companies, over XXXX hours on the phone. Capital One assured me an account wasn't opened, XXXX said there was nothing they can do and blamed capital one. That day I made sure all my reports were frozen and put a fraud alert. I called Capital One a couple weeks later to check on the investigation and the agent assures my the account was closed and it would be removed from my reports along with the inquiry. I then have the agent transfer me to another agent because I'm now locked out of my old Capital One account ( you can still access and view your closed accounts ) The system wouldn't allow me to update my number to get into my account I tell the agent and she has me upload my driver 's license on a secure portal to prove my identity and update my number. She said someone would call me back after. I've received no call and if I was able to access my account I could've been able to see if the fraudulent account was still open and could've froze the card. I am still locked out. XX/XX/2024 Capital One has reported a new open line of credit on my reports. I call Capital One I get the run around again and they said they would do an investigation ( again? ) and IF the account was found to be fraudulent they would delete it and close the account and inquiries. Since, they have removed it from my XXXX, but not the hard inquiry, they removed it from my XXXX, but not the inquiry, and on my XXXX it's still open and reporting! I called XXXX again and ask them to remove the fraudulent account and hard inquiry and they refused and again blamed capital one saying they had to do it. I have since also been locked out of my XXXX account, they want me to mail my driver 's license and social security card to verify my identity. I asked them to provide me a secure link instead to upload the documents because i'm already a victim on identity theft and I'm trying to get things fixed as soon as possible but they refused. Please hold Capital One, XXXX, and XXXX accountable. I have been paying debts that aren't mine and trying to fix my credit for years and because of their lack of help I keep getting knocked down and continue making no progress. I have already filed a police report for the identity theft and fraudulent account. I've requested a copy of the report but it's a process that takes time in Utah. The identity thief has been using my maiden name, in multiple states. I only have one legal name, and it's the only name I use. I don't have or use any alias. I also only have one legal address where I receive mail to. There's nearly XXXX addresses listed on XXXX and I know creditors are sending mail and credit card offers to those addresses and there's like XXXX different names and name variations listed on XXXX. How do they not see that as a red flag? and they refuse to fix it!

Company response to consumer: Closed with explanation