Consumer complaint received 2017-02-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NM
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Account terms

Complaint:
We have missed payments on car loan due to an extended hardship which includes ; family medical emergency which required relocation, job loss, and homelessness. We have stayed in contact with capital one auto finance and informed of our hardship and we 're working with them to re-establish a payment schedule contingent on our return to XXXX from XXXX where the family emergency happened. A relative was committed to a XXXX and the family needed XXXX. to work in XXXX and help with the day to day care and transportation of XXXX children left behind after commitment of family member. We just recently reestablished ourselves in XXXX and have been dealing with XXXX moving company to return our belongings that have been seized due to late payment. We have become employed full time and we 're in the process of reestablishing a payment schedule when the car was reposessed. We have made our payments successfully for XXXX years and had payed down loan to a remaining balance to less than {$3000.00}. The total loan was over {$26000.00} and our monthly payment is {$380.00}. The car is XXXX % payed off and capital one finance said they would work with us they have accepted our XX/XX/XXXX car loan payment and have still not returned our car due to a damage claim. The car was shipped to another state after repo and capital one could not find our car, once they found they agreed to ship back to XXXX but when we went to claim the car was in non operational. XXXX shift stuck in park. After repairs claim and liability was denied by capital one auto finance. As of XX/XX/XXXX our car has not been returned. A strongly worded adhesion contract was sent to XXXX XXXX to sign under dress in order to have capital one pay for repairs. XXXX XXXX is XXXX months pregnant and has had to rent cars or walk to work and stores for over XXXX MONTHS. Capital one is aware of the hardship injured by their delay to act and have promised to work with her. The balance on the remaining car debt has sky rocketed from {$3000.00} to over {$5000.00} within XXXX days in early XX/XX/2017. The balance as of XX/XX/2017 is now over XXXX dollars! Our bill has increased over {$7000.00} in less than a month. Capital one is using our hardship to attach so many fees that they can seize a car that has been XXXX % payed off. In the XXXX years that we have been paying off loan we have paid over {$4000.00} dollars in fees and penalties. In those XXXX years we have recieved only XXXX account statement from capital one auto finance and that was in XX/XX/2017. We have been and remain in the dark as to fees or iteams that have been billed to our account. We are asking that capital one auto finance give us a clear itemized statement informing us of our fees and loan balance. In addition all fees be removed from account and the balance be returned to original amount owed before repossession. Capital one auto finance has no license to operate in XXXX, according to Attorney General XXXX. They loan holder had removed our car to XXXX so that they could retain control of car and have now billed us for all illegal transportation and storage fees pertaining to car. We had filed a police report stating car had been seized illegally moved across stateline. They then informed XXXX. that she would have to travel to XXXX to claim car once she paid XX/XX/XXXX lease payment. We are asking that the car lease balance be reduced back to pre- repo amount, around {$3000.00} and that all fees and charges be dropped, as we are not liable for the movement of car from XXXX nor the damage that a curved while in the custody of capital one auto finance or the companies they employ to tow and transpoet/store car.

Company response to consumer: Closed with explanation