Consumer complaint received 2021-12-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NE
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:
On XX/XX/XXXX, I opened an auto loan for a XXXX XXXX XXXX in the amount of {$13000.00}. I found out about 6 months later, that the vehicle was sold to me without an air conditioner. As it was purchased in winter, the knobs appeared for an air conditioner, and it blew out cold air. It was not until summer that I was told there actually was not an air conditioner in the car ( as I had taken the XXXX to get the air looked at ). Due to this, I would have never purchased the vehicle and, have been paying on a major feature that does not exist. 

During the pandemic, my income dropped dramatically and I also was going through very extensive and expensive medical issues. I was finally able to get caught up however, my vehicle was way behind. I called in to get assistance on what I could do and I was told that I could settle for an amount of {$6000.00} to which, I was at a dealership who was going to pay that off, in order for me to get a different vehicle that has air conditioning and was not a manual vehicle as a manual vehicle is difficult now for me to operate. Captial One advised I had 10 days to decide on that plan. The next day, I was getting insurance for a vehicle that I picked out, and was going to go through with the agreement they gave to me both verbally and in writing but, they then repossessed the car the very next day! I then had to come up with $ 5000+ to get my XXXX back, thus the agreement that was made, was broken and put me in a worse position. I was also told that after I paid that, I would only have {$6000.00} left to pay on my loan however, I'm still owing {$13000.00}! 

I fell behind again in XXXX of XXXX as, I'm breaking my neck sending them pretty much every penny I can on a vehicle that is not even worth it! On XX/XX/XXXX, I was sent an email to log into my account and make a payment to get caught up. I did so, and the system would not take my money. I thought perhaps it was just a glitch. I was home sick and logged in yet again on XX/XX/XXXX to make a payment. I had my vehicle at this time, at home. Again, the system would not allow my payment to go through. I later decided to call in however, the office was closed that Saturday ( and Sunday ). I had went to the store in my pajamas, to just try to get some air and feel better. I had noticed a man following me around the store and thought it was odd. So I went into the adjacent store and sure enough, he followed me there as well. Since I am a single female and mother, I was a bit scared as, I've been living lowkey from an abusive relationship. As I left the store, it was about XXXX and I was leaving the store to go home as I was not sure who was following me and as I came out, my vehicle was gone and I was stranded! At night, away from home!! I was not sure if my vehicle was stolen or what! 

I later found out that, it was repossessed and that's why I was being followed!! I was so upset about this and it gave me XXXX XXXX especially because I do not know who the men were who were following me! I was in 2 craft stores ( generally not stores you see men in and I know what I know when I know I was being followed!! ) I felt it was in poor taste to first, NOT TAKE MY MONEY ON 2 OCCASIONS when I followed their email on what to do exactly. I was not able to talk to anyone until Monday XX/XX/XXXX and was basically told that, I can not prove that Capital One had me followed - even though I KNOW I WAS and then was STRANDED - EVEN AFTER LOGGING INTO MY ACCOUNT TO MAKE A PAYMENT!! I was also told that " It's a privilege to pay online - something that 90 % of people do these days, and I could ONLY make a payment by calling directly, not online! '' I asked them why I was sent an email then, to go online and make a payment, if they don't want my money that way? They said they just send " general emails ''. I feel this is GROSSLY unfair, to set people up to fail and to REFUSE to take money and THEN, put people in situations where we are STRANDED and having to pay MORE FEES!!! It is costing me HUNDREDS extra in going through the experience of being followed, having my car taken, and then being told to Prove it by Capital One. The proof is that, I knew I was being followed, and came out to my vehicle being gone. Im certain store cameras can show that I was being followed. I was in Tuesday XXXX and XXXX XXXX in XXXX Nebraska. I was treated like a CRIMINAL, again, this AFTER THEY REFUSED TO TAKE MY MONEY!!! 
Because I have been trying to repair my credit, I plan on paying to get my XXXX  back, paying 3 times as much as the worth of the vehicle, PLUS the fees that should have never happened if they merely would have taken the payment they can see that I set up online a DAY BEFORE THEY HAD ME FOLLOWED then left me stranded. Im also now paying extra for the fees at the Auto Auction that I was not told about!!! All of this, during the XXXX season, and while I have elderly parents and a XXXX XXXX XXXX Grandmother that I assist in caring for. Its all I can do, to get my XXXX back, again, Ive been paying out the nose for a vehicle that was sold to me WITHOUT air conditioning. Paying on a loan that has somehow TRIPLED in what is left to pay, and none of this is really helping me at all. Especially when they set people up to fail as we are not able to call on the weekends to speak to anyone and they refuse to take money even though they send emails instructing how to pay online. I received that email on XX/XX/XXXX, the very same day I logged in to make a payment. Had they just taken my money on that day, I would not be going through the nightmare of getting this Jeep back that is worth 1/3 of what I owe, not worth the fear of being FOLLOWED to be STRANDED AT NIGHT! And not having to pay extra lot fees that I am not certain how much that will cost me as they will not tell me. This is very disappointing to have big businesses treat us little consumers in such a way. It is something that has now devastated my financial life as it relates to rebuilding my credit! This is now TWICE that they lied to me about something that is VERY LIFE CHANGING FOR ME and to them.all I get is Prove it. I don't think I will ever do business with Capital One again if they do not make things right. I am NOT a CRIMINAL, I am a single mother with one income busting my behind only to have them dangling carrots! They also will only let me make ONE PAYMENT a day. So this is costing me MORE fees for my Over financed Jeep on an auction lot and NOBODY can tell me how much more I have to pay AFTER I pay {$2000.00} to Capital One! A business should NOT make people jump through hoops to GIVE THEM MONEY, then XXXX US WITH MORE FEES!!!

Company response to consumer: Closed with explanation