Consumer complaint received 2020-11-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/XXXX my car was wrongfully reposed, without proper notice or timing of notices. They have been giving me the run-around during resolution or their research time meanwhile suddenly took my car. Capital One is not sending the XXXX XXXX ( the 3rd party repossession company they used ) a " letter to release my car '' that CapitalOne claims they have to send XXXX XXXX in order to give me my car back, nor even tell me the location of my car or how to resolve the issues that got me in this mess CapitalOne isn't owning up to, they are at fault for mistakes on my account, they are requiring me to pay a penalty & several months " past '' payments all at once -- they didn't tell me I had 2-3 months of past payments due or REVERSED until the week leading up to the repo of the car. CapitalOne says they want me to pay the repo fee {$500.00} plus {$2300.00} which they claim I'm past due ( but they never notified me of this in proper timely manner until now in XXXX suddenly ) to then release a letter for an appointment/pick up car ( without knowing condition of my car first ) for their ( CapitalOne ) mistake on my account ( no fault of mine on payments in actuality ) that they claim I'm Past due but they failed to notify me about past due with appropriate time, I was not told about past due payments until they accumulated to 2-3 months worth and then took my car during a time I was also trying to find out what the issue was & resolve the issue with them directly. CapitalOne keeps giving me the run-around all this time & made the situation worse than needed. I had called to resolve the mistakes I didn't know they made, on Friday XX/XX/XXXX ( I'd also spoken to them prior ), they lied to me also and kept transferring me around, they claim to have someone in their 'customer advocacy department president office ' call me back but they didn't call me back on Monday XX/XX/XXXX like they said they would to find a resolution where I wouldn't be paying the past due amounts for their fault on my account or reversals of payments I didn't have part in, they called me back only AFTER they repossessed the car on XX/XX/XXXX, so no resolution for days. My bank I spoke with where they were to get funds from, or my account they had on file is XXXX who claims & gave me a letter on XX/XX/XXXX after also speaking with them several time prior to this date, stating CapitalOne hadn't attempted in last 2-3 months to take money from my account. Meanwhile CapitalOne every month on my account said they received payments up until XXXX when they suddenly tell me they didn't for past 2-3 months. I never put a stop payment on my XXXX account, nor reversed any payments as CapitalOne was claiming. CapitalOne nonetheless told me each month payment received & then they reversed several at once not just this time but on separate occasion as well. I called CapitalOne XX/XX/XXXX ( day before XXXX ), XX/XX/XXXX. On XX/XX/XXXX I gave them 2 cards to make payment, they didn't want to take a credit card only debit card and for my debit card they ran it through 4 times, the first time it went through took funds but declined on their 2nd, 3rd, and 4th attempts since I only had enough for 1 payment to them on that card, they told me in this call that the card was declined and they couldn't send the letter to release my car because of this. So essentially they lied again since it did go through. Furthermore, XXXX XXXX continues to cancel all 4 of my appointment attempts now with no explanation. They also don't always answer the phone and will not give me any details to my situation, Capital One nor XXXX XXXX will tell me where my car is even located either. CapitalOne washed their hands of helping me with making/getting appointment with XXXX  to get my car back. I've only received the worst customer service, I am telling everyone I know and more about the horrible treatment from CapitalOne, I would never recommend them. I'm a victim to this, undue stress, and paying money from my emergency funds during this crisis in our world & during holiday season, overall it's not right.

Company response to consumer: Closed with explanation