Consumer complaint received 2025-07-18 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: CO

Complaint narrative:
Upon first seeing this account listed on my credit report I immediately realized that I didn't know how this account was opened and in my name so the first thing I did was reach out to the company ( Capital One ) and let the agent know that I was not the person who opened the account and I had no idea how it was opened, when or who was responsible for actually opening the account and making purchases that were then charged to the account. When I made the initial call the balance was not as high as it would be when I was forced to reach out to the company again and I was explaining to the agent that I had previously called them to let them know that I didn't get the account and I never received the card associated with the account and lastly I was definitely not the individual who was making the purchases that were charged to the account and I again explained that whoever opened the account did so without my knowledge or my permission and it was done fraudulently and I would like it to be stated and documented on the account and I was also requesting that they remove it from my credit report and I then pointed out to the agent that I had contacted them about six months or so ago and I reported the same exact things and I don't understand how the individuals were able to make more purchases after it was reported by me to be a fraudulent account but they of course didn't have a good answer for me and they said they were going to look into it and get back with me. When I got the call back after they allegedly looked into the situation they said that I was going to be responsible for making the payments for the purchases and if I failed to make them then they were going to be reporting it to the credit bureau and it would have negative affects on my credit report. I have since tried to dispute it twice but it doesn't help. They continue to tell me that I was responsible for the amount that is owed but I don't understand how when I got ahold of them before the balance was anywhere near what it ended up being. They failed to stop anymore charges after the first time I contacted them and told them that I was not who opened the account nor had I ever received a card for me to have made any of the purchases that were charged to the account. I explained that I had no knowledge of the account before the first time I contacted them and I also did not give anyone permission to use my name to fraudulently aquire the account and I have never nor would I ever allow anyone to use an account to make purchases and I even let them know that I made a police report and I also did the process to make a report of someone using my identity without my knowledge or permission. Even after doing all the proper things that I was guided to do by the police this company still refuses to remove the fraudulent account from my name and they were not helpful at all through the entire process and it never should have gotten to the final balance that it did but they were incompetent and failed to stop the people from being able to make any more purchases. I even had proof that XXXX XXXX XXXX XXXX XXXX and had been for the majority of the dates that purchases were made so it would be impossible for me to be in two different places and not one of the purchases were made XXXX XXXX XXXXl or any place nearby it. So I don't understand how it is falling on me and I am being made to be punished for someone else stealing my identity and ultimately ruining my credit report. Capital One has been in business for a long time and I am quite positive that I am not the only person who has been a victim of identity theft. They have in so many words called me a liar and told me that they are not going to remove the account from my credit report so I should just be responsible and pay my bills. I would have no issues with that if it was in fact my bill and if I hadn't been reporting it to them from the beginning. I have no problem with paying for what I have purchased but I am not going to be bullied and degraded into paying for something that I have no responsibility to.

Company response to consumer: Closed with explanation