Product: Credit card

I am writing this letter to file a serious complaint against Capital One Financial Corporation- Credit Cards Division . 
My name is XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
Last XX/XX/XXXX, I have been approved of a Platinum Mastercard with Capital One after thorough identity screenings. I was thankful to have issued a credit card I thought would help me manage my finances and serve me with security and convenience with my money. It was right just in time for XXXX XXXX shopping which I got excited about. On XX/XX/XXXX I made my first ever payment to them via Bill Pay to my XXXX XXXX checking account amounting to {$6500.00}. It was an overpayment by mistake. I was supposed to pay XXXX XXXX with that amount. I have mistakenly made an overpayment to Capital One Credit Card instead of just $ XXXX which was my credit limit which I maxed out from XXXX XXXX shopping. After this, my card had been held restricted for suspicion of FRAUD. Honestly, I wasnt aware of such transaction because in the XXXX it was usual to commit overpayment and it will just add up to my credit or carry over to the next statement. 
After inquiring with Capital One, I have proven them wrong that it was not fraud at all or any sort. I have complied to submit pertinent documents. And they have personally made verifications with my bank. After almost a month of card restriction they have decided to activate my card back and make it aailable to use again. They offered to refund the " overpayment '' amount in in the form of cheque last XX/XX/XXXX. I was promised that they will send it in the form of two separate cheques-one with {$44.00} and one with $ XXXX. I received the {$44.00} cheque a week after that. 
Come XX/XX/XXXX, I called Capital One to follow-up the second cheque refund which was already way past the time frame promised. I talked to an account manager and said he does not have information about it and can only see on the account notes that it was processed thru a " back office '' which he doesnt have access or communication with. I was then promised a call back in 24-48 hours. I received none. No call back happened. 
XX/XX/XXXX, I called and again talked to an account manager named XXXX with Employee ID ( XXXX ). Same script was uttered, he had no information about the refund, no status update. I requested it to be escalated to someone in the higher people who can help me assist with my refund. These account managers said they were already the highest person I could talk to. 
Today is XX/XX/XXXX. I have not heard anything from Capital One whether through call or email. 
I would like to appeal to this respectable office to please help me in resolving this financial dillema of mine. It has already caused tremendous financial ordeal and constraints to me and my family back in the XXXX who are all dependent on me for their food, education, mortgages and rent. I have missed sending money for my Grandmother 's medicines. My monthly installments have piled up. I am already financially struggling due to the inaction and irresponsible and unacceptable customer service of this Bank institution. They have not been exerting considerable amount of effort to reach out to me and update me with the status of my hard earned money with my blood, sweat, and tears as a healthcare worker. 
The emotional and psychological stress is already unbearable that it is already affecting my sleep and moods in dealing with my patients and colleagues. I feel like my civil rights have been deliberately violated as they are holding my money against my rights. I am not even sure if this is legal. But I am sure it is not fair and just and I do not deserve this. 
I feel helpless with this financial ordeal of mine considering I am a new immigrant and is not familiar with the financial setting of this country. But I am sure this is the reason why offices like this exist. 
I am therefore begging for your help to please put an action on this and compel this Bank institution accountable for their inactions and unfair and unacceptable customer service. 
I am very hopeful for your kind assistance and regard on this request. 
Thank you very much. 

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