Consumer complaint received 2025-11-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
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: TX

Complaint narrative:
I am a victim of identity theft by a family member who I allowed to come live with me at my home as she was dealing with financial hardship. After getting denied for my promotion at work due to it being a decision that was based on credit score criteria which I didn't meet because of derogatory accounts. After finding out this shocking news I requested a copy of my credit profile from all three credit bureaus. I discovered XXXX unauthorized account on my credit report profile. I set fraud alerts with all three credit bureaus and worked with each bureau and the creditors to get the issue resolved. 16 months later we was able to successfully get XXXX of the XXXX accounts removed/blocked and deleted. XXXX account from creditor CAPITAL ONE keep coming back as verified as accurate. 

I went XXXX  months straight disputing the account with Capital One stating I did not authorize the account it was fraudulently opened. Capital One finally closed the account on XX/XX/XXXX due to a fraud dispute I had them to escalate after several failed attempts, but concluded I am still responsible due to account activity. Capital One refused to classify the account as fraudulently opened or remove it from my credit report. Despite me sending in all the documentation Capital One requested of me to prove I was a victim of identity theft. Each month Capital One still reporting to all three credit bureaus the unauthorized, fraudulently open account to my credit report profile I called every day for about XXXX weeks straight speaking to several Capital One Fraud Operations Supervisors ( XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX XXXX. Asking for updates asking how am I still held liable for an account that I did not authorized and that was open fraudulently. Their responses all sound like a script to say " Unfortunately due to policy I can not disclose that information '' Capital One requested me to send in an identity theft form, with front and back of my identification card and front and back of my social security card with the form filled out completely. Capital One also gave me the option if I didn't feel comfortable sending in the sensitive information I could get the forms notarized. Being a victim of identity theft I took the initiative and did both because I didn't want my documents to be questioned as if they didn't know if it was coming from me or not. 

Every Month I dispute this account XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XXXX XXXX because I DID NOT OPEN OR AUTHORIZE this account. I recently received my most updated Investigation Results in the mail that state the investigation was completed on XX/XX/XXXX and Capital One have found me still responsible for the account due to account activity. 

Overall I sent in a copy of the Police Report FTC Report Identify Theft Forms Personal Statement of The Fraudulent Dispute Copy of my Identification Card Copy of my Social Security Card XXXX  months later Capital One stated " the account was closed due to a fraud dispute that was made by you, however you are still held responsible '' I ask multiple time to different representatives " how can Capital One closed the account due to finding fraud but will not honor that it was fraudulently open despite all the factual evidence I sent in '' Each reply but worded differently " unfortunately I can not say the decision is made by the underwriting department and they do not have a number or email I can provide you, they have a internal line only '' I ask " can I wait on the line why you reach out to a supervisor from that department and see why they are still holding me liable for this fraudulently opened account '' XXXX stated " they only have a way to look at the notes and I did place the note on this case number so they will see it with the reinvestigation ''.

Company response to consumer: Closed with non-monetary relief