Consumer complaint received 2016-05-16
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CAPITAL ONE FINANCIAL CORPORATION (TX)

On Friday XXXX/XXXX/2016 I tried to withdraw cash from an ATM with my Capital One CC to no avail. Contacted their CS XXXX # 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 XXXX at approximately XXXX A.M. After giving ALL my pertinent security info ( SSN, DOB , address/phone #, security code, etc ... ) I was then asked XXXX different security questions RE addresses I have been associated with -- -some I 've not lived at in over XXXX years including my grandparent 's address where I never lived! The Fraud CSR, XXXX had an apparent XXXX accent and was difficult to understand. Due to my XXXX, XXXX, we had the entire conversation on speaker phone. My roommate/caretaker was talking on my behalf. This created deep concern on XXXX part ; to say the least her accent, my roommate 's impatience and mutual confusion caused the situation to escalate. XXXX informed me that, despite following every security procedure successfully, I would now be required to submit my ID via email link/fax to further verify 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, XX/XX/XXXX & XX/XX/XXXX, I had made two {$100.00} payments - XXXX of my monthly XXXX 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 XXXX state ID. I immediately called CS & s/w XXXX, a senior Fraud Dept Mgr, at XXXX 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 XX/XX/XXXX I called Capital One CS Dept again. At XXXX I s/w XXXX 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 XXXX at XXXX Once again I relayed the entire previous XXXX 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 XXXX business hours for any resolution. 
Today, Monday XX/XX/XXXX, I called Capital One corporate HQ in XXXX and demanded to s/w CEO XXXX XXXX or his administrative assistant. I was transferred to their Executive Consumer Resolution Dept in XXXX where I s/w XXXX at XXXX CST. Once again I relayed the whole story. She was very gracious, empathetic and patient. XXXX 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!!!!!!!!!!!!!!!!