Consumer complaint received 2022-08-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Beyond XXXX aka XXXX XXXX XXXX Angles keeps charging my Capital One credit card for {$190.00} per month after I cancelled my business with this merchant and sent multiple letters to the merchant to stop charging my card. I received one phone call from the merchant agreeing to stop charging my card. 
XX/XX/XXXX. I never signed a contract authorizing recurring charges on my card for a specified time period and I do not have a contract with this merchant. This merchant keeps charging my card without my consent and contrary to stating that the merchant has cancelled my account and will no longer charge my card ( My cancellation was confirmed by the owner of XXXX XXXX XXXX XXXX in XX/XX/XXXX for charging dating back to XX/XX/XXXX going forward to now. My credit card was manually added by the merchant to their credit card payment system every month in order to charge me monthly as advised by Capital One. 
I have opened multiple claims/disputes with Capital One to stop the merchant from charging my card. I am being told by Capital one that a ) they have blocked the merchant successfully from charging my card. Then the charge hits my credit card account again, Capital one will say I'm sorry but the block on the merchant was unsuccessful. Capital One advised me that the only way to block XXXX XXXX XXXX  from charging my card is to get a new card issued to me. I took their advice and was inconvenienced with having to contact my auto pay accounts with my card number and wait additional time for a new card because Capital One screwed up my card order and sent the new card to the wrong address. After I received the new card, XXXX XXXX XXXX was still able to put the {$190.00} charge through to my account. I was told on XX/XX/XXXX by an account specialist supervisor that I have to contact XXXX XXXX to block the charge. Then I was told by the fraud department XX/XX/XXXX that they needed to cancel auto update on my account to stop the merchant from billing my card. The Capital one Fraud department assured me that they cancelled auto update on my credit card and XXXX XXXX XXXX  will not be able to charge my card. This was also not true. The merchant 's charge hit my account on XX/XX/XXXX. Then I called Capital One customer service disputes dept again on XX/XX/XXXX and was reassured again by an irritated customer service agent that the block has been successully placed on the merchant and that merchant will not charge me again. Fast forward to XX/XX/XXXX The merchant tried to charge my card again. I called customer service XX/XX/XXXX to try to resolve the issue and was told to file a FTC charge by XXXX and that Capital One will get to the bottom of the issue. XXXX said he has to connect with a SR account specialist in order to solve the issue. The Sr. Account specialist XXXX XXXX read from a script didnt listen to the information I told her after asking me to repeat what I told XXXX. She said she could not do anything because the charge is not set up as a recurring charge and that I have to speak to the merchant face to face. 
I got transferred to the Fraud department and spoke to " XXXX ''. He was not knowlegeable about his department. Kept repeating the same thing over and over while mumbling and stumbling over his words. I ask about auto update on my account he is clueless and asks " what do I need to know about this for? '' He says I can't do anything about auto update and just repeats the transaction activity that is on my account. I ask to speak to a supervisor he says sure and put me on hold for a very long time just to come back on the line and tell me that I have to call back tomorrow because the supervisors are not available then he says the supervisors have no hours today. I have spoken to supervisors on Sat and Sunday. I am left with a recurring charge on my account from a merchant according to capital one is manually entering my credit card information each month to charge my account. I have spoken to the merchant and the merchant agreed to stop charging my card. Capital One keeps giving me the run around regarding this issue or they are clueless and can not answer my questions or offer any assistance. Out of desperation, I had to run up my balance so that the merchant 's charge will be declined to " alert '' the merchant that they are still charging my card as well as test to see if Capital One 's latest assurance that they have taken care of the issue was indeed true. XXXX

Company response to consumer: Closed with explanation