Consumer complaint received 2022-01-07 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XX/XX/XXXX, I found out my mother, XXXX XXXX XXXX, had opened about a dozen credit cards using my name and social security, starting in XXXX of XXXX. She did this without my knowledge or consent. One credit card she opened fraudulently in my name was a Kohl 's XXXX XXXX. On XX/XX/XXXX, I filed a police report with the XXXX, XXXX police department. From that time forward, I worked with XXXX XXXX XXXX XXXX ( a branch of XXXX XXXX XXXX XXXX XXXX ) until XX/XX/XXXX ; on that day they notified me that they were no longer working on my case. At that point all they had done for me was mail letters to XXXX, XXXX, and XXXX on XX/XX/XXXX, notifying them that I was disputing these accounts, incuding the Kohl 's Charge Card. On XX/XX/XXXX, I contacted Kohl 's directly via phone and notified them of the fraud and the situation. I was told they would contact me via mail if they needed further documentation. Unfortunately, the only mail I received from them was a notification that they were investigating my claim. They never contacted me for additional information, nor was I provided an address that I could send additional information to. In XXXX of XXXX ( I belive it was XX/XX/XXXX ), I had not yet heard from them regarding the investigation, so I reached out to them again via phone. I was told the account had found not fraudulent. The agent I spoke with was willing to reopen the investigation, and after I requested an address to mail a copy of the police report to several times, he finally gave me an address. On XX/XX/XXXX, I mailed Kohl 's a copy of the police report I filed, as well as copies of my leases from the time the card had been opened until the present. Several charges had been made in areas I had not been living in, and so I hoped the copy of these leases helped their investigation. 
The address I was provided and subsquently mailed my documents too is : Kohl 's, Attn : Fraud Dept. 
po box XXXX XXXX XXXX, WI XXXX Shortly afterwards, I received a latter from Kohl 's XXXX XX/XX/XXXX ; this letter stated they were reinvestigating my fraud claim. 
A few weeks later I received a letter dated XX/XX/XXXX ; this letter stated that they again had found the account not fraudulent. I called them again and spoke with an agent in the fraud department. Although I asked several times if there was any additional information I could provide to them, all I was told was that they receive the police report and lease copies in the mail, and that they could reopen the investigation again. On XX/XX/XXXX, I was notified that this investigation did not find the account fraudulent. At this point I became very frustrated, as no one I spoke could offer any additional information as to why the investigation reached that conclusion ; I asked several times over what else I could provide, and they told me nothing. But again, they were willing to reopen the investigation. 

Since the start of my dispute, I have receieved two letters in the mail, dated XX/XX/XXXX, and XX/XX/XXXX, requesting that I make a payment on the debt that I am currently disputing. While I did receive confimation that they were conducting another investigation, dated XX/XX/XXXX, not once have I been contacted by Kohl 's for additional information. To me, it seems like they are not conducting a thorough investigation because they are not looking into the documentation I have provided, nor are they looking for additional information to be investigated. They are simply confirming that payments and transactions were made on the account, rather than investigating these payments and transactions for fraudulent activity. 

Since Kohl 's is attempting to collect a debt I am disputing as fraudulent and continues to perform insufficient investigations, I am filing a complaint witht the Consumer Financial Protection Bureau. I am a victim of fraud and identity theft, and do not feel that Kohl 's is not taking this matter seriously in any way. They have never requested information from me, and have only received the documentation I have sent because I insisted on sending it to them.

Company response to consumer: Closed with non-monetary relief