Horrible Treatment By Capital One Fraud Investigator

Posted Thu August 9, 2007 12:00 pm, by Tina F. written to Capital One Financial

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I recently applied for a home equity loan. The representative from the mortgage company pulled my credit report and told me that before they could close, I would have to account for two charged off credit cards on my reports. The two cards were Capital One accounts. The problem? I have never had ANY credit card with Capital One. My mortgage rep was very helpful and arranged a conference call with a fraud investigator at Capital One.

The investigator pulled details of each account. One account was started at an address in a city 200 miles away with a birth date that is four years off my correct birth date. The other one showed an address in this city that when checked against city indexes does not even exist, but the birth date was correct.

After completing the investigation, the fraud investigator informed me that because the first account showed my correct name and social security number, and the second account had the correct name, social and birth date, THEY WOULD NOT ACCEPT IT AS A FRAUD DISPUTE. Despite protests from both me and the representative from my mortgage company, she informed me that since this information was correct obviously this was not a case of fraud and I had something to do with these accounts!!! She refused to accept even a dispute posting on my account.

To top it off, an hour later I received a phone call from a woman in the collections department at Capital One who wanted to know "what I was going to do to satisfy these charged off accounts!"

I am in a state of disbelief. Obviously someone who commits identity theft would have my NAME, SOCIAL AND BIRTH DATE as this is precisely the type of information they use to steal your identity! And it was my understanding under the Fair Credit Reporting Act that at the very least Capital One had to report the account as disputed! The fact that someone then expected me to pay for debts that were not mine was the last straw.

Thank goodness my mortgage representative has agreed to accept the police report and fraud affidavits I had filled out when I discovered these accounts.

I want Capital One to take a good look at their investigators and how they handle cases of fraud. I also think it would be a good idea for them to teach their investigators the bare bones of the Fair Credit Reporting Act and what entails identity theft! Of COURSE a false account is going to have the fraud victim's name and social, etc.

I was made to feel like a criminal by the investigator when I was simply following established procedures to try to clear my credit and my name. I recognize investigators have to do their jobs but this woman's conduct was outrageous. The fact she even refused to note the accounts as disputed was amazing to me.

I will never be seeking any financial products from Capital One and will discourage others to work with this company as well.

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Re: Horrible Treatment By Capital One Fraud Investigator by Adam W Posted Sun August 12, 2007 @ 3:17 PM Check out creditboards.com. Crap One is tough to get them to delete anything even if it really isn't yours. They are pretty much the most hated credit card company over on that site. I was successful with getting a deletion from them but many people are not. DON:T GET ON THE PHONE WITH THEM! Do everything in writing by certified mail. There is a process that you have to go through to deal with these things. I am guessing your credit report is just full of inaccurate information since you have addresses on there that don't even exist. Have you already gotten the mortgage? I wouldn't do it until your credit report is clean. You are probably getting socked with a much higher interest rate than you deserve! Reply I had Capital One Years ago by franese Posted Sat August 11, 2007 @ 12:31 AM I had a Capital one card years ago. I recently got a past due notice. Called them - they said it was my yearly fee - told them I hadn't had a physical card in years and hadn't had a bill in years. Luckily, they "closed" the account and took the bill off. Reply Check your credit report by Adam W Sun August 12, 2007 @ 3:11 PM Re: Horrible Treatment By Capital One Fraud Investigator by Jeffrey Posted Fri August 10, 2007 @ 12:02 PM Wow, this seems wrong. If you filed a police report and filed a signed statement, this should be good enough for them to at least investigate further. I hope that the person you spoke to was simply wrong, and this is NOT policy. Reply Re: Horrible Treatment By Capital One Fraud Investigator by BellaSera Posted Fri August 10, 2007 @ 9:42 AM What I would do is file disputes with all three credit bureaus. At least you'll have it on record that these accounts are not yours. Beyond that, I'm not sure what else you can do (hopefully someone else has better advice). You have police reports and fraud affidavits; make sure you save those in case they're needed again. Reply Re: Horrible Treatment By Capital One Fraud Investigator by Bill R Posted Fri August 10, 2007 @ 8:34 AM Tina F., Some part of this site might be able to help you: http://www.ftc.gov/bcp/edu/pubs/consumer/credit/cre21.shtm Good luck. BillR. Reply Re: Horrible Treatment By Capital One Fraud Investigator by Casmly Posted Fri August 10, 2007 @ 6:54 AM Honestly, I've heard nothing but bad lately on here about Capital One. I used to have a card with them a while back, but don't think I would even consider it these days. I would not be at all surprised if it's Capital One themselves putting their fraud investigators up to giving the customer the run around. I would consult an attorney or the police, someone who might know more about credit fraud and what the credit card company's responsibilities are. I'm assuming too that you've probably gone through your credit report looking for further irregularities. If not, you need to. Reply