Consumer complaint received 2024-04-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: CAPITAL ONE FINANCIAL CORPORATION

Complaint narrative:
I try to do the right thing, and learn as I go when it comes to this subject of fraud and identity theft. 
I first called XXXX XX/XX/2024 to report unauthorized use of a credit card in my name. I was told that Cap One would come back to me within 10 days. I gave my contact info. I have lived abroad for over 20 years, and do not spend time in the states, other than to see my family.

I never heard back, so I followed up around 10 days later and was told the investigation into the dispute was closed, that it was confirmed the card was mine. Ok, but what about the unauthorized use, by my XXXX XXXX XXXX XXXX XXXX XXXX ( as it turns out )? 
I then opened a new dispute on the XXXX XXXX, after having completed the following : 2 police reports 1 FTC report proof of residence in XXXX My passport as ID Proof of former residence in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX A XXXX file with an Explanation by me of what happened I was told to fax these documents ( who still uses fax these days?? ), after explaining repeatedly that I can not send registered mail from XXXX to a XXXX XXXX XXXX XXXX XXXX 

I was then given the wrong fax tel number! XXXX XXXX XXXX I called immediately after to confirm that the fax was received ( my fax app said it was successfully delivered ) and was told by a CSR that they could not confirm delivery, but to instead call back 1 week later. 
I called back one week later ( today ) and was told the investigation into the dispute was closed and they never received the fax. 
Angry and exasperated, I asked for the correct fax number, " XXXX '' had to confirm the number, and 2 hours ago I faxed it to : XXXX XXXX XXXX XXXX said she would escalate this inquiry, because I got so frustrated at the lack of competence and lack of coordination when it comes to such an important dispute related to my credit! 

I was also told that ( again different information from previous phone calls ) that I am responsible for this debt because it was my mother who used the card! I do NOT accept this, I NEVER authorized her to steal my card, charge on it, forging my name, and using her email to receive all correspondance from Cap One. 

The card was dormant, I was not aware the account was still open, I do not check my credit report regularly, as I live abroad and have no financial connections or otherwise with the XXXX for over 20 years. 

Whether it is a stranger or an XXXX XXXX XXXX XXXX, I have NOT authorized anyone to use this card. There are no authorized users for this card other than me. She pretended she was me and committed fraud and identity theft. 

My dispute is falling on deaf ears and Cap One just wants me to pay a debt I am not responsible for simply to get rid of the issue. I feel as though I have no recourse, as they have not even looked at the documents I sent ( even police reports! ), nor have they made any effort to call me back or email me with a response. 

I want them to remove this debt from my credit report. I have put a freeze and fraud alert with XXXX credit bureaus, I am afraid that my mother who has my soc sec number, could give this sensitive information to the fraudsters who took all of her money from the sale of her house, and there is a risk I could continue to be the victim of fraud and identity theft -please see in my documents what happened. Adult protective services have also been notified, in addition to the police. 

Regarding XXXX Credit Reporting : I have several times to create an account and log in so I could dispute Cap One charge off, in addition to checking my credit report, and have been unsuccessful due to an " error '' with their online system. There is NO customer service number to call with an available CSR-they say they can not take my call. I have no way of contacting this credit bureau, so I have no idea what is on my credit report, nor can I dispute the charge off. Living abroad, I can not mail something from XXXX, the postal system here is unreliable, so I can not trust to send letters anywhere, much less abroad.

Company response to consumer: Closed with explanation