Consumer complaint received 2016-01-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IN
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX/XXXX/2016 I used my Capitol One 360 debit card for a transcation around {$9.00} and it was declined. I tried as my PIN SECURE DEBIT, my personal PIN ONLY I WOULD KNOW and again my card was declined. I called and aparently becasue I had attempted a transaction in another state my card was frozen. Capitol one 360 claims they tried to reach me but I never recieved any email to that fact. I moved XXXX 2 days ago and I had not yet updated my information. Becasue my card was declined I called in and gave them my SSN. My account was accessed by the agent and I wanted to update my address so this would not happen again.To do this I needed to answer XXXX questions obtained from a 3rd party paid consumer reporting company, whom I can not challange or verify. I answered the first XXXX questions so my next question was what street did I live on in XXXX TN. I declined to answer becasue it was over 30 years ago and I do n't recall. I failed the test so Capitol One 360 told me to call back MONDAY that no one is available in the SECURITY DEPARTMENT. Capitol one 360 is unable to issue a new set of questions or connect me with anyone who can unlock my card so I am left in the middle of the store without access to my funds. I am held hostage until I call them. Meanwhile my account is updated with the correct information with my secure information. STILL LOCKED. I call and speak to manager XXXX. again I 'm told NO NEW QUESTIONS, NO XXXX. I tell XXXX to close the account. He starts closing the account until I told him to leave it as it is, I will speak to corporate. But, how can XXXX close my account if he can not verify my identity? The whole thing is recorded. He would close my account without first validating who I am based on the process they just pushed on me. I make sure my information is updated and call back. I ask for a manager and get XXXX. Again I am told I must call back Monday since no one is available to allow access to my personal funds. HOSTAGE STILL. Capitol One 360 logic is every customer must keep a log of their entire life to refrence if this occures. A bank that online XXXX can not find customer service to offer when this happens to an account holder? REALLY? I told the agent XXXX I could validate the last XXXX XXXX transactions debited from my account since XXXX CARD IS CONNECTED AND STILL WORKS. I told the agents I could have my wife ( THE CO ACCOUNT HOLDER ) verify her information and mine. So, Capitol One 360 can not deal with a customer with XXXX Issues, Can not reolve issues when urgent verification is needed, can not issue new questions based on XXXX party FOR HIRE consumer reporting agencies, and as a result customers are stuck in the cold. On top of all this the manager XXXX was more than willing to CLOSE MY ACCOUNT until I stopped him without the all super verification. As a result of this I am considering a lawsuit to challange Captiol One 360 and its verification process when XXXX is an issue. My account has a specific pin number and the account was updated. Yet my card still remains hostage by Capitol One 360 and the non present XXXX. The questions asked by XXXX XXXX XXXX must be open for challange by the account holder. Surely a Bank as large as Captiol One is aware of the XXXX and places its verification totally on XXXX. What if the customer can not recall? What if the customer XXXX. By the way my wife had an issue with her card on Saturday and the bank called. I used my card at the same time and it too was declined. Since Capitol One 360 had my wife on the phone, surely they could have noted this in the account ... .IT WAS SATURDAY. Capitol one 360 has left a customer out in the cold and based the card lock out and can not resolve the issue. AS OF NOW I AM STILL UNABLE TO ACCESS MY ACCOUNT AND STILL DO N'T RECALL THE ANSWER to

Company response to consumer: Closed with explanation