Capital One Credit Card Complaint

Capital One Credit card department,

Customer service / Customer relations Texas

On Friday -/-/2016 I tried to withdraw cash from an ATM with my Capital One CC to no avail. Contacted their CS - # and realized I was entering wrong pin #. This was after 3 failed attempts. Then entered correct # but ATM refused to accept. The establishment we were at agreed to advance $20.00 on a tab. I was attending a charity fundraising event and needed cash to tip performers. When I attempted to close my tab Capital One had frozen the acct for possible " fraudulent activity. '' I then contacted CS again ; they transferred me to the Fraud Dept where I s/w - at approximately - A.M. After giving ALL my pertinent security info ( SSN, DOB , address/phone #, security code, etc ... ) I was then asked - different security questions RE addresses I have been associated with - -some I 've not lived at in over - years including my grandparent 's address where I never lived! The Fraud CSR, - had an apparent - accent and was difficult to understand. Due to my -, -, we had the entire conversation on speaker phone. My roommate/caretaker was talking on my behalf. This


my identity. To say the least it was HIGHLY EMBARRASSING & DEHUMANIZING to deal with all of this and NOT be able to pay my bill! Earlier in the month, -/-/- & -/-/-, I had made two $100.00 payments - - of my monthly - limited income. To say the least money was on the acct and I 've done my best to be a responsible customer. Within one hour of receiving the email link I submitted a scanned copy of my - state ID. I immediately called CS & s/w -, a senior Fraud Dept Mgr, at - He verified that my emailed copy of ID was received. However, it would take 72 business hours for the ID to be verified before a decision could be taken to resolve the blocked CC. I expressed my DEEP FRUSTRATION & ANGER and this was completely unacceptable. On Saturday -/-/- I called Capital One CS Dept again. At - I s/w - and expl 'd the entire previous night 's events and that I demanded immediate resolution since EVERY security precaution had been followed and request for info/documentation had been complied with. I was then transferred to Senior Fraud Dept Mgr - at - Once again I relayed the entire previous - hours events, demanding immediate resolution. He graciously explained regret but that their system could not be circumvented by any human and I 'd have to wait the - business hours for any resolution. Today, Monday -/-/-, I called Capital One corporate HQ in - and demanded to s/w CEO - - or his administrative assistant. I was transferred to their Executive Consumer Resolution Dept in - where I s/w - at - CST. Once again I relayed the whole story. She was very gracious, empathetic and patient. - explained that this event would be " red flagged '' but could take up to 3-5 days before I might receive a call back. In the meantime I 'm still unable to access MY funds while needing to obtain Rxs and pet food for my animals. THIS IS COMPLETELY UNACCEPTABLE!!! I 've followed EVERY security procedure and identity verification!!! IT 'S SAD AND DEPLORABLE when there is no procedure in place for human beings to override computerized systems in a verifiable special circumstance when the consumer meets EVERY requirement and is still punished for no fault of his/her own!!!!!!!!!!!!!!!!