Consumer complaint received 2026-06-10 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: NY

Complaint narrative:
Identity Theft Complaint Statement I am submitting this report to document identity theft and the unauthorized use of my personal information. I was shocked when I discovered that my credit score had dropped from approximately XXXX to XXXX. I requested a copy of my credit report and learned that approximately {$42000.00} in charges had been accumulated on my account without my knowledge or authorization. While reviewing my credit report, I found an address where I have never lived. I immediately filed disputes and contacted Capital One regarding the unauthorized activity. During the investigation, Capital One acknowledged that someone had contacted the bank and changed the address and phone number on my account without my authorization. I provided documentation and worked with Capital One 's fraud department, including speaking with a senior fraud manager. Another serious concern is that I was never notified of these changes. I did not receive any letter, email, text message, or phone call advising me that my address or phone number had been changed. Had I been notified, I could have acted immediately and potentially prevented additional fraudulent activity. Although the disputed information was later removed from my credit report, I continue to receive monthly statements requesting payment for transactions that I did not authorize and that I reported as fraudulent. On XX/XX/year>, I received XXXX email alerts from Capital One indicating that purchase attempts on my account had been declined. I did not authorize these transactions. Fortunately, the account had already been closed, preventing the transactions from being completed. This incident further supports my belief that someone is attempting to use my personal information without my permission. I also received an alert from XXXX notifying me that an address change had been reported on my credit file. I did not authorize this change. At the time, I had a security freeze on my credit file, making this activity especially concerning. On XX/XX/year>, I contacted XXXX regarding a credit card that I had not used since paying off the balance. When I attempted to activate the card, I was informed that the card in my possession was an old card and not the current card associated with the account. The representative asked whether I had recently made any purchases. I explained that I was only attempting to activate the card. The representative was unable to verify my identity using the phone number on file and transferred me to the fraud department. I was advised that a letter containing a reference number would be mailed to me so that I could contact them regarding the matter. Given my history of unauthorized account activity and address changes, this incident increased my concern that my personal information may have been compromised. In addition, I discovered XXXX unauthorized transactions on my XXXX XXXX debit card during the month. I disputed both transactions with XXXX XXXX, and after investigating the matter, XXXX XXXX credited the funds back to my account. Due to these unauthorized transactions, my debit card had to be replaced twice. The repeated unauthorized activity and the need to replace my debit card multiple times further demonstrate a pattern of unauthorized access to my financial accounts and support my belief that my personal and financial information has been compromised. Based on these events, I believe I am a victim of identity theft. An unknown person appears to have gained access to my personal information, changed my address and phone number, accumulated approximately {$42000.00} in unauthorized charges, attempted additional transactions after the account was closed, and affected multiple financial institutions, including Capital One, XXXX, and XXXX XXXX. I have taken steps to protect myself, including filing disputes, maintaining security freezes on my credit files, monitoring my accounts, and reporting suspicious activity. I respectfully request that this complaint be recorded as an official identity theft report and be available to support disputes with creditors, credit reporting agencies, financial institutions, and any related investigations. I certify under penalty of perjury that the information provided is true and correct to the best of my knowledge. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX XX/XX/year>

Company response to consumer: Closed with monetary relief