Consumer complaint received 2020-04-29
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
Relatives told me that on my OLD XXXX site, others had stolen pictures of my deceased relatives, changed names, and used my deceased relative pics as pics of their own relatives, with different names. After a year of being told this was happening, I contacted XXXX  and asked them and they said yes, this could happen, and I probably was not told of this theft of public pics being possible when I started with XXXX  back 10 years prior. 
XXXX  said the only way to fix this was to reopen account, remove all pics and ID, close the entire thread and family tree and have no evidence of anyone left to steal by others. She helped me get back into the account for that one time to remove all my history! 
Then I start getting billed for a monthly account again, every single month, while I'm not even on XXXX or using XXXX. I called them and explained what was happening. In the beginning, they removed the charges. Then the charges reappeared on my credit card. Then the bank, Capital One, removed the charges. Then subsequent months were charged. Then Capital One remove those months, too. Called Capital One and they removed the newer monthly charges and provided credit for interest, too, AND, suggested we close that account because there is obvious fraud happening to the old account number, open a new account. Went without the credit card for a week. Changed all our auto payments to new account number - then BAM! 
SUDDENLY, ALL THE MONTHLY CHARGES WERE CREDITED TO MY CAPITAL ONE ACCOUNT AGAIN, WITH NO OPTION AFFORDED TO ME OF FILING A DISPUTE. Again, called Capital One. They said THEY added the charges to my credit card because there was a department issue on their end of which department the charges should have been removed on, " disputes : or " fraud. '' Me and my wife told them to remove them and we don't care what heading they want to file them under. Today, we checked, Capital One 's charges for XXXX  XX/XX/XXXX monthly charges are still charged to my account WITH NO PROOF OR EXPLANATION OF USE. We are going on the 2nd year of these false charges. IF I DIDN'T BUY IT OR DON'T USE IT THEY HAVE NO RIGHT CHARGING ME FOR IT. 
What I did start using in the meantime was a FREE genealogy site called XXXX XXXX  When ever I was asked if I wanted to be forwarded to XXXX  from that site I REFUSED. It seems there is a relationship between the two different companies and they are having troubled identifying users of the XXXX account from users of the XXXX account. I don't use XXXX. I am still ticked that they allowed my stuff to be stolen on XXXX, and I would never use XXXX again. And they have no right to charge me, or to tell Capital One that my FREE XXXX   account should be charged under the XXXX account. The latest charges are 6 months of charges totaling approx. {$130.00} THAT WERE CHARGED TO MY NEW ACCOUNT NUMBER THAT CAPITAL ONE SAID I HAD TO GET TO PREVENT THE CHARGES FROM EVER RETURNING. 

I want these charges removed once and for all. I did not order it, I did not use it, I did not request it, I do not go on their site where they allow thieves to steal other user 's data. I used to use it 10 years ago. The theft of my pictures was discovered in XX/XX/XXXX!!! No more. Not ever since I removed all my data. No one, not even Capital One seems to be able to rectify this. They just want me to pay for things I don't use because the companies were bought and under one financial head? Unacceptable. Capital One RECHARGING ME FOR being the victim of stolen data, UNACCEPTABLE. Capital One RECHARGING ME AGAIN because they have a filing category problem? UNACCEPTABLE!! I WANT TO SEE THE PROOF FROM BOTH XXXX AND CAPITAL ONE THAT I USED XXXX XXXX SERVICES LAST YEAR. TO-DATE, NO ONE HAS SHOWN PROOF.

Company response to consumer: Closed with monetary relief