Consumer complaint received 2023-06-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
On or about XX/XX/XXXX, a check was sent from XXXX XXXX XXXX XXXX to Capitol One to pay off my auto loan. That check had the VIN number of the vehicle but not my name or account information. Capitol One states that this is not their error in processing the check. I called once I was informed that Capitol One had received the check to ensure the payment was going to be applied to my account. I then called multiple times between XXXX and XXXX as I was noticing on the Capitol One app that my account was not being paid off. On two occasions I was informed that they did indeed have the check and that it was being processed and that my account would soon show paid in full. I was even waived of a late fee as they could see the check being processed for my account. Towards the end of XXXX I started getting calls to make payments on my loan and I insisted that the check was being processed and I didn't need to make a payment I was told that XXXX XXXX  had requested the money back, a bold face lie. This was compounded on the lies I had been told that my account was going to be paid off. Capitol One sent a check back to XXXXXXXX XXXX with the exact information that XXXXXXXX XXXX had sent. I asked the representative at Capitol One to call XXXXXXXX XXXX to get this taken care of and was told that they were a third part in this matter and couldn't do anything. I contacted XXXXXXXX XXXX and had XXXX call Capitol One. The representative at Capitol One told us that this is in no way their fault and that we needed to pay a higher amount than the original check was for. XXXX said we would make arrangements for this and would wire this amount over. When he sent this wire it was returned with a charge of {$45.00}. XXXX then reverified my account number to resend the wire transfer. He also asked me to verify the payoff amount so I checked the Capitol One app and saw that it stated my loan was paid off and I was getting a check for {$7600.00} for over payment. Since we hadn't had a payment processed yet, XXXX attempted the wire transfer again but again it was returned and I was charged {$45.00}. I called Capitol one as was informed that my loan was indeed paid in full on XX/XX/XXXX, and that I would get a check on XX/XX/XXXX. However, there was a issue with an insurance check that had been deposited into my account in error and on XX/XX/XXXX that was fixed so my account was again showing due and I was assessed another late fee. I had XXXX contact Capitol One again to resolve the situation and after a few issues with customer service, I was finally able to talk to someone that was going to help. XXXX, from Capitol One asked us to send a check for the original amount from XXXX and over night it to get this paid off. He stated then I could call and have a quick conversation with someone to process the request for that amount to be honored. When I called today to have that occur, the representative stated mater of factly that they would not honor the request for that original amount and that I would have to pay the additional amount of XXXX to pay off the loan. Where XXXX was unsure about me getting the {$90.00} returned funds fee, this representative stated I just needed to provide the statements that show this and I would get this returned. Since I have been lied to this entire time during this process getting this taken care of I do not believe they will honor this payback either.

Company response to consumer: Closed with non-monetary relief