Consumer complaint received 2020-03-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
My name is XXXX XXXX and on XX/XX/2020 and purchased an car from XXXX XXXX of XXXX. Initially that day I was going to have XXXX to finance my car using their finance company. However later that day I was able to get financing through my credit union. So on Tuesday morning, XX/XX/2020 I went to XXXX at XXXX XXXX  and gave Mrs. XXXX XXXX the check. She then called Capital One bank to check to see if they had in fact processed my paperwork and they had not. She asked then to revert the loan back to her so that she could process the transaction with the check I had brought in. Once they reverted the loan back to her she processed my title with XXXX XXXX and I signed the paperwork and she took the check. Later that week Capital one contacted me saying I have a car loan with them. I contacted them to find out what was going on and they said that XXXX had processed the loan. I contact XXXX at XXXX and she stated that she would contact Capital One for them to get it straighten. One XX/XX/2020 I received a copy of an email from Capital One to XXXX stating that the XXXX cancel check should be sent back to them by XX/XX/2020. Now today is XX/XX/2020 and as of today Capital One is still saying that they have not received the check back. I have called Capital One and given them the tracking number for the check showing that although it was delivered to a different location of theirs they still have the check and a person by the name of XXXX XXXX had signed for it. Now I have spoken to a number of Capital one representatives and they all seem to not care that this mistake is on their part and that I their customer is being penalize for their mistake. No one seem to want to assist to get it straighten out. No one is tries to call XXXX on my behalf to get any additional information and I am completely feed up because this loan was not authorized to be opened. Capital One processed it in error and will not own up to it. 

I still have an outstanding loan with them with a past due payment of {$160.00} because the first payment was due on XX/XX/2020. When I can in to purchase my car my credit score was XXXX and now my credit score is XXXX. I am tired of them giving me the run around. I am getting punished for something that was beyond my control and the fault of Capital One. Capital One should have never processed my loan because it was reverted back to XXXX. Capital One should have also never sent a check to XXXX and they should have never cashed that check. 

As of today the loan is STILL OUTSTANDING and PAST DUE. I actually spoke with XXXX XXXX from XXXX XXXX and he sent me a tracking number for the check and in fact the check was sent to Capital One on XX/XX/2020 and signed for by XXXX XXXX. I contacted XXXX with the information and they saying that XXXX needs to resend another check instead of them trying to contact the department that received the check and have it sent to their finance department to processed. No one is taking the effect to resolve the issue. 

Can you please assist in getting this resolved once and for all. 


I have spoken to the following people personally XXXX ( ID  # XXXX ) resolution specialist a couple of times and last time was XX/XX/2020, XX/XX/2020 and XX/XX/2020 XXXX on XX/XX/2020, resolution specialist XXXX ( ID # XXXX  ) XX/XX/2020 resolution specialist XXXX  ( ID # XXXX ) in the office of presidents

Company response to consumer: Closed with explanation