Consumer complaint received 2025-08-28 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XX/XX/XXXX my phone was stolen in XXXX XXXX XXXX, XXXX. The thieves gained access to all my finacial accounts and personal identifying information on my phone by seeing me type in my code over my shoulder. A few hours later they also remotely wiped my laptop, making my laptop a brick until I could get to the XXXX store in the states. 

When I made it back to the states I learned all the havoc they had rained on me while out of the country. I came home to a huge pile of mail from all the credit cards and loans they had either successfully opened and the ones that were denied, all in my name. The thieves had also successfully locked me out of my XXXX XXXX and my email by changing my passwords and back up numbers related to the account. I lost everything and was not able to ever regain access to either!! 

Coming back from this mess has been one of the most stressful things i've ever been through. For months I was on the phone with all sorts of credit card companies and back and forth to the sheriffs office to talk to the investigator to keep him in the loop and to show him the large amount of mail I was receiving. 

Though it took months of being on hold on calls and somethings are still yet to be resolved, the majority of it all has been resolved. 

One of the credit cards that were opened in my name was through Capital one. I received a card for a " XXXX XXXX '' along with a card for me. This and all the other mail I was receiving from Capital One was in XXXX, I do not speak nor read XXXX, making things even harder. 

I have never been through anything like this before and did not keep proper dates as to when I was making all the calls to dispute everything. I did however call all the banks as soon as I could given, the large amount of phone calls I had every day for hours on end just to try and get a grasp on it all.. 

XX/XX/XXXX Capital one sends me a letter in the mail after I called to dispute the account, saying that Capital One found no fraud. Capital One said I am responsible for the {$1000.00} charged to account. 

XX/XX/XXXX I filed a report with the XXXX XXXX office after learning that's what I needed to do. 

I called Capital One and was told I needed to upload a copy of the police report to a secure portal. Capital One said they would reopen the investigation XX/XX/XXXX Capital one left a voicemail for the Investigator in charge of the case. He called back an hour later and was asked to email Capital one the reference number. 

XX/XX/XXXX The investigator emailed the reference numbers to capital one was connected to a different person than who originally called to ask about the case. 

XX/XX/XXXX Capital one emailed the investigator to verify the legitimacy of the case. 

XX/XX/XXXX The investigator emailed capital one back to verify that this was in fact identity fraud. The investigator filled capital one in on what had taken place and attached another police report to the email for further proof. 

XX/XX/XXXX I received a letter in Spanish from Capital one saying Capital One completed their investigation and were still holding me responsible for the charges of {$1000.00} I called back in a timely manner and explained my situation, yet again, and was told they couldn't reopen a closed case and then I was told from the next person that they were opening a new case for me. 

XX/XX/XXXX I received another letter from Capital One saying Capital One had completed their investigation and I was still responsible for the now {$1100.00}. 

I called Capital One again but had begun to get discouraged and this time it wasn't as timely. They told me they would open another investigation. 

XX/XX/XXXX I received another letter from Capital One telling me that Capital One had completed their investigation again and I was now responsible for {$1200.00} XX/XX/XXXX I received a letter from XXXX XXXX XXXX  saying I now owe {$1300.00} to Capital One. 

I called XXXX XXXX XXXX and told them this was a fraudulently opened account. XXXX XXXX XXXX then transferred the account back to Capital One. 

XX/XX/XXXX Capital one sent me another letter telling me Capital One had completed their investigation and found no signs of fraud and to contact XXXX XXXX solutions for further assistance. 

XX/XX/XXXX The investigator in charge of my case subpoenaed Capital one for everything related to the case.

Company response to consumer: Closed with non-monetary relief