Consumer complaint received 2026-04-16 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: VA

Complaint narrative:
I am extremely frustrated with how Capital One has handled this matter, as there have been repeated inconsistencies, lack of communication, and failure to properly investigate my fraud claim. On multiple occasions, I spoke with representatives who assured me that I would receive a follow-up call regarding my case. At least XXXX different representatives took down my phone number and explicitly stated that I would be contacted with updates. However, I never received a single call back. This lack of follow-through is unacceptable and demonstrates poor handling of a serious identity theft matter. Additionally, I was informed during prior conversations which Capital One acknowledges are recorded that this account, along with another account ( including the account ending in XXXX ), was determined to be fraudulent. I was clearly told that both accounts would be treated as fraud. However, Capital One is now contradicting those prior recorded statements by claiming that the account ending in XXXX, associated with a balance of {$270.00}, is no longer considered fraudulent following a reinvestigation. This raises serious concerns about the validity and integrity of their investigation process. The current reinvestigation appears to have been conducted improperly and without consideration of prior findings. I previously provided documentation supporting my identity theft claim, and the account ending in XXXX was removed from my credit report as a result of that fraud determination. Now, Capital One is backtracking on its prior decision without providing a clear explanation or acknowledging the previous outcome. Furthermore, I was never provided with any notice of reinsertion of this account onto my credit report, which is required when previously deleted information is re-reported. The information they are using to verify the account such as a welcome kit mailed to an address and a call log does not constitute valid proof that I opened or authorized this account, especially in the context of identity theft where personal information can be used fraudulently. Overall, Capital One has : * Failed to maintain accurate records of prior disputes and fraud determinations * Failed to provide promised follow-up communication * Contradicted prior recorded statements confirming fraud * Conducted an inadequate and unreasonable reinvestigation * Failed to provide proper notice of reinsertion of a previously removed account Under the Fair Credit Reporting Act ( FCRA ), Capital One is required to conduct a reasonable investigation, maintain accurate reporting, and notify consumers of any reinsertion of previously deleted information. Their actions in this matter appear to fall short of these obligations. I am requesting a full review of this matter, including acknowledgment of the prior fraud determination for the account ending in XXXX, and immediate corrective action to resolve these inconsistencies.

Company response to consumer: Closed with explanation