Consumer complaint received 2020-09-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
XX/XX/2020 MY CAR WAS REPOSSESSED W/O NOTIFICATION THAT THEY WERE EVEN ATTEMPTING OR STARTING A REPO PROCESS DURING COVID-19 PANDEMIC MY STATE OF SOUTH CAROLINA WAS LISTED AS " STATE OF EMERGENCY ''. I LAST MADE CONTACT WITH CAPITAL ONE AUTO FINANCE COLLECTION DEPT XX/XX/2020 AND REP NEVER STATED TO ME THAT VEHICLE WAS UP FOR REPOSESSION. I AM A XXXX DIAGNOSED XX/XX/2020 AND I CAN NOT MAKE IT TO MY DR 'S FOLLOW-UP APPOINTMENTS DUE TO CAPITAL ONE STATING THAT I " MUST PAY '' UPFRONT CAR PAYMENTS FOR THE MONTHS THAT WERE WITHIN THE COVID-19 PANDEMIC TERM WHICH WAS END OF XXXX BEGINNING XXXX. 2020 XXXX XXXX. 2020. I HAVE PLEADED MY CASE WITH CAPITAL ONE AUTO FINANCE " OFFICE OF THE PRESIDENT '' AND THEY ARE " NOT '' ACCEPTING MY MEDICAL EXCUSES AS PROOF OF BEING HOSPITALIZED AND FOLLOW-UP TREATMENT INFORMATION. I AM ALSO A INDIVIDUAL WHO HAS A XXXX  XXXX WHICH I PROVIDED CAPITAL ONE AUTO FINANCE " OFFICE OF THE PRESIDENT WITH THAT DOCUMENTATION ALSO. STILL NO CHANGE AND THEY ARE STATING THAT THIS WAS A VALID REPOSESSION. CAPITAL ONE IS OFFERING ONLINE COVID-19 LOAN EXTENSION ASSISTANCE TO " ALL '' CUSTOMERS AND APPLYING 3 MONTHS TO THE BACK END OF THE LOAN. BUT AS FOR ME THEY ARE REQUESTING THE PANDEMIC MONTHS UPFRONT PLUS IN ADDITION TO THAT I HAVE THE REPO FEE INCLUDED ALSO THE REPOSESSION COMPANY LICENSE IS BASED OUT OF FLORIDA NOT SOUTH CAROLINA AND THEY ILLEGALLY REPOSESSED MY VEHICLE WITHOUT " ANY '' WARNING OR EVEN STATING THAT MY VEHICLE WAS " UP FOR REPOSESSION '' VIA PHONE CALL IN XX/XX/2020. ALSO THE LOCATION SERVICES f/k/a ACTION RECOVERY  SERVICE HAS STOLEN MY XXXX XXXX XXXX FOR XXXX AND THE SCHOOL IS MAKING ME PAY FOR IT FOR REPLACEMENT. THE SCHOOL HAS THE ABILITY TO TRACK THE DEVICE AND THE SCHOOL AND REPOSESSION COMPANY IS LOCATED IN XXXX SC XXXX. 
I RECENTLY RECEVIED A " NOTICE OF SEIZURE AND PERSONAL PROPERTY INVENTORY '' LETTER TO MY PERSONAL PO BOX FROM LOCATION SERVICES - PER THE NOTICE THEY STATE THAT THERE WAS NO " ACCESS TO MY TRUNK '' THAT'S NOT TRUE BECAUSE THEY HAD ACCESS TO THE INSIDE OF MY VEHICLE TO REMOVE 5 OR 6 OTHER ITEMS LISTED IN THE LETTER AND MY " TRUNK '' CAN BE EASILY ACCESSED FROM THE " TRUNK RELEASE '' OR TRUNK POP BUTTON LOCATED ON THE INSIDE OF THE CAR ALSO PER CAPITAL ONE AUTO FINANCE STATED THAT " THEY DO NOT '' GIVE THE REPOSESSION RECOVERY SERVICE ACCESS TO THE CUSTOMERS PERSONAL MAILING ADDRESS " IN WHICH '' I RECEIVED A LETTER FROM THE COMPANY ADDRESSED TO ME AT MY POST OFFICE BOX ADDRESS WHICH CAPITAL ONE AUTO FINANCE STATED " DOES-NOT '' GIVE THEM THAT AUTHORITY TO SEND THERE CUSTOMERS ANY MAILED CORRESPONDENCE. 
**CAPITAL ONE FINANCIAL CORPORATION f/k/a CAPITAL ONE AUTO FINANCE HAS REPOSESSED MY VEHICLE DURING THE COVID - 19 PANDEMIC STATE OF EMERGENCY - I AM A XXXX XXXX XXXX AND I CAN NOT MAKE IT TO " ANY '' OF MY FOLLOW-UP DR.s SCHEDULED VISITS w/o MY VEHICLE TO DRIVE WHICH IT HAS NOT BEEN BROUGHT TO MY ATTENTION THAT MY VEHICLE WAS UP FOR REPOSESSION " THEY JUST FOLLOWED / SUVEILLENCED THE VEHICLE ILLEGALLY AND REPOSESSED IT DURING COVID-19 AND ARE NOW REQUESTING THAT I PAY THE " FULL '' AMOUNT OF THE COVID-19 PANDEMIC MONTH 'S ( XXXX, XXXX, XXXX, XXXX, XXXX, XXXX  & XXXX  ) + REPOSESSION FEES AND DAILY ADESA AUCTION STORAGE AMOUNT " IN-FULL '' IS THE " ONLY '' " WAY '' TO REDEEM THE VEHICLE.

and in final ... ... 
I HAVE PROVIDED CAPITAL ONE AUTO CEO " OFFICE OF THE PRESIDENT '' MY XXXX  XXXX DOCUMENTATION AS WELL AS MY XXXX XXXX   STATEMENTS ALSO MY SCHEDULED UPCOMING DOCTORS APPOINTMENTS AS THE SUPPORTING DOCUMENTATION THEY'VE REQUESTED FROM ME TO SUPPORT MY REASON FOR DANGEROUSLY IN NEED FOR MY VEHICLE. THEY STATED TO ME THAT THERE IS " NOTHING '' THAT THEY " CAN DO ''! 
THEY STATED THIS ON A RECORDED LINE. MEANWHILE, ONLINE CAPITAL ONE AUTO FINANCE IS OFFERING CUSTOMERS AFFECTED BY THE PANDEMIC ( 3 MONTHS RELIEF FOR THE COVID-19 PANDEMIC ) ALLOWING THOSE CUSTOMERS TO PUT THAT AMOUNT ON THE " BACK END OF THEIR AUTO LOANS '' ( IT'S ADVERTISED ) **BUT THEY REFUSE TO BUDGE ON DOING " ANYTHING TO ASSIST MY EMERGENCY MEDICAL NEED '' IN THESE TRYING TIMES** I HAVE BEEN CALLING TO KEEP MY VEHICLE ON A ( 10-DAY ) HOLD FROM BEING SOLD AT THE XXXX XXXX NC AUCTION . PRAYING THAT I CAN RETRIEVE MY " ONLY '' FORM OF TRANSPORTATION. 
PLEASE HELP ME!!!

Company response to consumer: Closed with explanation