Consumer complaint received 2020-05-24 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
Having not used my Capital One card for more than 12 months, I was surprised when I got an alert saying my credit score had changed. Only to find two out-standing charges ( not mine ) and a fraud alert on my Cap One account. Their XXXX app showed ( still shows ) my account was found on the dark web just a week before the first of two charges took place. Two charges I've proved 3 times now weren't mine. Still they haven't updated their reporting to reflect what their own website says.

One was for XXXX  ( i pulled all my XXXX  receipts from XXXX  to prove the charge in question wasn't mine ) attached below. Did the same with the XXXX XXXX XXXX charge ( which shows a different credit card is used for XXXX XXXX. 
I have the email alert proof ( attached ) that they never once tried to contact me about the fraudulent activity, or that a bill was due or overdue. And they had all the relevant info - address, email address, phone number. But zero contact. First thing I know is I get a ding on my credit report for {$54.00} and 30 days late that has since ruined my credit. 
I followed their procedure. No email or fax, snail mail only. I sent every bit of info requested and proof that charges weren't mine, and that their own website stated dark web activity on my account. 
In fact, I've sent the package 3 times now - XX/XX/XXXX to which I never received a reply. I sent another with all the included info in XXXX, XXXX and never received a reply. I finally got hold of someone and they said they'd received the letter but no outcome has been decided. And asked me to send again. So I did, on end of XX/XX/XXXX. 
IN advance, the person i spoke with on the phone sent me a test letter to make sure I was receiving their mail. I got it. No issues. 
But still, 4 months later nothing back from them in regards to removing the incorrect reporting info which their own website shows is fraudulent. 
It's been almost 18 months now, the evidence is obvious ( by their own website 's account ), and still no responses and no update to the bad credit reporting for what amounted to {$54.00} 30 days late from fraudulent activity. 
BTW, they've sent me countless credit offers since but still won't address the reporting issues. 
Everything else on my credit report is exceptional. I've paid off more than {$100000.00} of debt in the past 3 years alone all on time, which proves my reliability and good standing. This is the only blemish. And my credit report shows I was paying off accounts with much higher balances at the time. I'm currently attempting to get a mortgage and for 18 months have been able to secure one because of this one delinquent charge, that they admitted was their fault ( dark web activity and fraud warning alert - attachd ) and never  changed the report. 

Original case number : XXXX

Company response to consumer: Closed with explanation