Consumer complaint received 2026-01-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI

Complaint narrative:
I am submitting this complaint regarding Capital Ones mishandling of an identity theft report, failure to conduct a reasonable investigation, and continued inaccurate credit reporting on both fraudulent and legitimate accounts. 

In XXXX, a Capital One account was fraudulently opened in my name. I properly disputed this account with the credit bureaus and Capital One and submitted a valid FTC Identity Theft Report and supporting documentation identifying this account as fraudulent. 

During Capital Ones investigation of the XXXX account, I was informed that they found me responsible based on a phone call they claimed to have received from a XXXX phone number. This phone number has never been associated with me. Capital One required that I provide proof from my phone service provider showing that I have never owned or been linked to this number. I complied and submitted documentation from my phone company confirming I have never been associated with that phone number. 

Despite receiving this proof, Capital One failed to correct, block, or otherwise resolve the fraudulent XXXX account and continues to report it. 

Instead of limiting their investigation to the fraudulent XXXX account, Capital One improperly expanded the investigation and closed and restricted XXXX legitimate credit card accounts that I personally opened in XXXX. These accounts were in good standing prior to Capital Ones actions. Capital One locked my online access, closed the accounts, and provided no functional method for me to make payments. 

Capital One later sent me written correspondence stating that they determined I was responsible for the XXXX XXXX accounts and that the accounts were legitimate. Despite acknowledging this, Capital One refused to reopen the accounts, restore access, or allow payment. 

As a direct result of Capital Ones actions, late payments and negative information began reporting on my credit report. These delinquencies were not caused by my failure to pay, but by Capital One preventing access and refusing payment after confirming the accounts were legitimate. 

I contacted Capital One on multiple occasions by phone and in writing requesting an explanation for why legitimate accounts they confirmed were mine remained closed and continued to generate negative reporting. Capital One failed to provide any explanation or resolution. 

At Capital Ones request, I also submitted additional documentation, including an affidavit affirming that the XXXX accounts were legitimately opened by me and should not have been closed, along with identity verification documents. Capital One never responded to, acknowledged, or addressed the documentation they requested. 

Despite acknowledging the legitimacy of the XXXX accounts and receiving proof disproving their basis for denying the XXXX identity theft claim, Capital One continues to furnish inaccurate and harmful information to the credit bureaus. 

Capital One failed to conduct a reasonable investigation, relied on unsupported third-party information, ignored consumer-provided proof, improperly restricted legitimate accounts, prevented payment, and furnished inaccurate information in violation of the Fair Credit Reporting Act, including but not limited to Sections 611, 623, and 605B. 

I am requesting that Capital One : Cease reporting inaccurate late payments and charge-offs caused by creditor action ; Allow reinstatement/opening of my legitimate credit card accounts as discussed ; Properly resolve the fraudulent XXXX account in accordance with FCRA 605B.

Company response to consumer: Closed with explanation