Consumer complaint received 2021-01-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
Capital One Auto Finance is refusing to refund the balance owed to me for overages I paid on this account ( XXXX ) prior to the accident. On XX/XX/XXXX, my XXXX XXXX XXXX was in an accident and totaled according to my insurance company. On this day, I called Capital One and requested the dollar amount that I over paid on this loan. Customer Service ( CS ) says that I was over by {$1100.00} and that he could send me only {$450.00} back at this time and that the additional amount who be returned at a later date. So I received 3 checks for {$150.00} each. 
Regular payments on the loan was {$590.00} due on the XXXX of each month. On XX/XX/XXXX my statement indicated a payment due of {$220.00}, and a payoff amount of {$7600.00}. Due to I paid overages of : {$590.00} on XX/XX/XXXX, & {$600.00} on XX/XX/XXXX, and {$960.00} on XX/XX/XXXX. In additional I paid {$150.00} on XX/XX/XXXX, {$150.00} - XX/XX/XXXX, {$150.00} - XX/XX/XXXX, and {$150.00} XXXX ; {$150.00} - XX/XX/XXXX, {$250.00} - XX/XX/XXXX, {$150.00} XXXX, {$150.00} - XX/XX/XXXX, and {$150.00} - XX/XX/XXXX, {$150.00} - XX/XX/XXXX ..Some of these payments were actually removed from my account and do not show on my statement, however, I can verify each payment through my bank statements. 
At one time, these payments were actually listed on my " Capital One Auto Carpay online statement '' with interest for each payment because, I copied each payment/interest long before they closed this account. I no longer have access and all payments are not listed on the Capital One account now, however, they do appear on my bank statement. 
My XX/XX/XXXX statement indicated a payment due on XX/XX/XXXX, for {$560.00}, and a payoff amount of XXXX, which means I am paid up & in full for XXXX and XXXX months. My insurance paid {$7200.00} on XX/XX/XXXX, plus I have GAP Insurance to pay any outstanding principal. 
On XX/XX/XXXX, I received a check in the amount of {$2.00} stating this is your overpayment. Then, on XX/XX/XXXX, they put a stop payment on one of the checks that I had received for {$150.00} to be returned to them, they returned the payment and my bank charged me a {$12.00} fee. I have two other accounts with Capital One ( visa credit cards ending in XXXX, & XXXX ) payments are due on the XXXX & XXXX on each month. 
On XX/XX/XXXX, two ( 2 ) unauthorized payments from Capital One appeared/debited on my bank account in the amounts of {$50.00} to total {$100.00} ; and on XX/XX/XXXX another unauthorized payment of {$20.00}, and XX/XX/XXXX a {$50.00} unauthorized payment. All these payments payable to Capital One. None of these payments were placed by me and not one of these payments are showing as a credit on either one of my visa credit card accounts that I currently have with Capital One. Although, these payments were made to appear like normal regular payments posted to my account, and placed at the same time I usually make my payments. 

I have reported these transactions to my Bank and they have temporarily removed these transactions until further investigation is completed.

Company response to consumer: Closed with explanation