Consumer complaint received 2024-01-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH

Complaint narrative:
XX/XX/XXXX -Credit Application was submitted, but not by me. 

XX/XX/XXXX -Credit Card was sent to my home address. I didn't think much of it. I thought maybe they sent me a card and I had to activate it to open the account. Didn't realize there was a hard hit on my credit as I did not authorize one. 

XX/XX/XXXX -Realizing there was an issue, I downloaded the CapitalOne app to see if there was an online account created. The app told me there was a digital account tied to my Social Security Number. 
-I called Capital One. They refused to confirm my identity and tell me how the application was submitted and if there were other authorized users on the account. They told me I needed to send a signed request letter with 2 forms of ID ( State ID, Passport, SS Card ) to XXXX XXXX XXXX, XXXX XXXX XXXX XXXX or fax to XXXX. They said there is no email to send it to and that this is the only way to get any info. I have never experienced an official process that was not digital in some way. I don't feel comfortable providing this company with more sensitive personal information. I never wanted any business with CapitalOne and think there should be a better way of dealing with this. 
-A fraud case was submitted internally with Capital One. I was not give a case reference number. I was told they will send mail to my home address on the subject. Why not send the requested info to my home address also. 

XX/XX/XXXX -Got an email telling me that my email address on file was changed. This made me concerned that the fraud was continuing. I called Capital One again. They took the time to identify me by asking questions like Social Security Number and address and email address. They eventually told me the account was closed after having me on hold for 10 minutes. 
-I told them I expected communication confirming this and they told me that would not happen. I reminded this person of what I was told on XX/XX/XXXX and they immediately changed their answer. Saying a letter was sent on Thursday XX/XX/XXXX. I find this hard to believe because I only reported the fraud that day ( XX/XX/XXXX ) at XXXX EST. Also the investigation was to take some time. They even asked for a time schedule so they could call me. 

XX/XX/XXXX -Submitting Complaint to FTC through CFPB. 
-I plan on filing a Police Report Today including everything I know thus far including a phone number I had to find on my credit report. CapitalOne could have given me this phone number but did not. 

Other Notes -I need answers and not to be lied to. 
-I need to talk to someone knowledgeable, not someone reading a script, working from from home without the ability to escalate easily ( XXXX XXXX XX/XX/XXXX ). 
-I am the victim here. It seems CapitalOne made it very easily for a fraudulent application to be submitted and approved, but when the victim calls for answers they are not given the info request. 
-This is not the first time CapitalOne has made an unauthorized hard hit on my credit. The first one has gone away because it was so long ago. But the fact that it has happed twice makes me believe it will happen again through CapitalOne.

Company response to consumer: Closed with explanation