Consumer complaint received 2023-08-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO
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:
Refinanced my XXXX XXXX with Capitol One in XXXX, XXXX. On XX/XX/2023, I hit a deer on my way to work. My claim was submitted to XXXX XXXX, who declared it a total loss on XX/XX/2023. They contacted Capitol One for payoff information and notified them of the total loss. 

For over FOUR ( 4 ) months, Capitol One has failed to provide XXXX XXXX with the title so that the total loss payment can be made and this loan paid off/satisfied. 

I have called Capitol One multiple times a week, every week, since the wreck on XX/XX/2023 to check on the status. I talk to customer service reps that just read log notes to me on the status. When I challenge them on items that are wrong, they look further and admit Capitol One has the information. Every time I call, I get a different response and there's always an excuse for why they have not resolved the matter. 

For instance, I sent the vehicle title to them at the address they provided. Then they told me they had it, but they needed a lien release from my prior lender, XXXX XXXX. Then, they said they were obtaining the lien release from XXXX XXXX. Then they told me they never received my title. Then, they needed a Power of Attorney for to get a duplicate title issued. I executed one and returned it to the address they provided. That was lost too. So, I had to provide another set of POAs in XXXX, so they could obtain a duplicate title. In XXXX, I was told they had submitted the application for a duplicate title to the XXXX  XXXX. That was either wrong or that was lost too because they still have not applied for the XXXX  title. Then I was told, once again on XX/XX/XXXX, that they needed a lien release from XXXX XXXX. The same lien release they said they were waiting on in XXXX. Then on the same call, I was told they did, in fact, have the lien release. 

Per a phone call to XXXX ( ID XXXX ) in the Capitol One Title Resolution Department today ( XX/XX/2023 ), Capitol One has received all of the documents and they are just waiting for a " back office review '' of the documents before they are sent to the Missouri XXXX. They have told me it will take at least 28 days to get a new title from the Missouri XXXX. At that point, they will forward the title to XXXX XXXX so that the final payment can be issued. This all seems to be yet more delay tactics. 

I stopped paying my auto loan payment in XXXX, 2023 because of these delays, which are not my fault. Capitol One has been in contact with and has received confirmation in writing from XXXX XXXX that the vehicle is a total loss and XXXX XXXX has the totaled vehicle in their possession ( since XX/XX/2023 ). All XXXX XXXX needs and is waiting for is the title from Capitol One. Meanwhile, I have not been able to get my replacement vehicle licensed with the XXXX because of documentation needed from the XXXX 's total loss. I am being pulled over by law enforcement for expired temporary tags. 

I am asking for the CFPB to make Capitol One review my case, expedite my title process, provide the title to XXXX XXXX so that the final payment can be issued and that Capitol One remove the late reporting on my credit history - as they have been the sole cause of delay in this matter. XXXX XXXX has handled my claim perfectly -- Capitol One has been a nightmare.

Company response to consumer: Closed with explanation