Consumer complaint received 2023-03-26
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
I have been struggling to make payments on my car in the middle of the pandemic. However, I am reporting because I feel that the finance company I am currently with are complete harassers. I have been a loyal paying customer from XXXX. Unfortunately, I hit a rough patch, which this company is aware of that. They are notified of this every time I call. The first time that I started being unable to pay was in XXXX. I asked then for extensions, which they allowed me four times. I believe around XX/XX/XXXX, I was able to start back making payments. After XXXX months though, I called them in advance to let them know that I needed another extension because things were getting tough financially again. At that time, I figured I did pay XXXX months and it was a new year after all, XXXX. Unfortunately, they did not grant me an extension. I was stunned due to the fact that they claim they have options available to their customers. I was deeply upset because I called in advance before I started being late again and they were totally unsympathetic. So, my payments fell behind until I owed about {$2000.00} after months in delinquency. I struggled to finally pay it. But eventually, my account became current after an epic struggle. Another disappointment with this company, is when I call to inform of my hardship, they asks a series of questions, all to come back with " you don't qualify for any assistance ''. I think being affected financially by inflation while still in a pandemic qualifies for something right? Wrong. These are complete predators at best. I also discovered recently that when you pay the total past due amount, fees and all ( referring to when I got back on track on my account in XXXX ), the fees are still owed. As if, they want you to pay extra forever after you become delinquent. So, I managed to finally make some kind of payment the other day, after months and when the payment posted, my account STILL said 100 days past due. Normally, when I make a payment it pushes my account out of repossession status. This time around it did not. So, I called yesterday morning and explained how I thought this was quite odd. The female representative was rude and stated to me that she had been with the company for XXXX years, being dismissive as all the others I have spoken to in the past. She went on to state that I needed to make {$120.00} payment in order to bring it out of repossession status. By the grace of God, I ended up getting a family member to lend me the money. So, I paid this amount. Checked to see if payment posted this morning, which it did. But account is still so close to repossession, which is CRAZY since the payment pushed it back from 100 days to XXXX about a month back. I am just fed up with this finance company. They are complete bullies and liars, claiming they have options when they XXXX well don't. They profit off their customers pain, even their loyal customers who once did pay well and just happen to be struggling for some time to make ends meet now. Give options, and sympathize is all I'm asking. This was my first time buying a car. You live and you learn, I guess. Going forward, I know to never get financing through this company again.

Company response to consumer: Closed with explanation