Consumer complaint received 2018-01-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
Product: Debt collection
Sub-product: Auto debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
I financed a Car from XXXX XXXX in XXXX, AZ financed by Captial One Auto Finance. I fell sick and had too take a medical leave from work due to my XXXX running out. While unemployed I feel behind on payments I am not 63 days past due when I first got sick I asked them for a hardship or if they could deffer the payments just until I could get better just for a couple months I was having a XXXX to help it so i may return back to work they said no only option is pay or get repoed so I tried my best to make payments as I could. Recently I returned back to work and have been trying to get caught back on in XX/XX/XXXX a representative from the Collection Deptartment in their 3rd level collections called I advised my situation and said I just got back to work she said pay or we repo it so I said how much can I pay to avoid that they said XXXX I paid that then I scheduled 2 weeks after that XXXX payment and told the collection agent I would try to pay XXXX every 2 weeks until I am caught back up on the XXXX XXXX owed. 1 week after that XXXX payment I get a call I have the call recorded from a collection agent whos ID was XXXX saying that I need to make a payment today which was the XX/XX/XXXX or on the XX/XX/XXXX it was gon na go up for Repo I told her no please I can not pay until I get paid again on the XX/XX/XXXX I told her I advised the last representative I could do a payment every 2 weeks to get caught back up I am neglecting other bills to just get them paid to stop the harrasment. This representative became irate and started yelling at me that I needed to make a payment now I said ma'am I can not make my work pay me any quicker she but I could schedule a payment for the XX/XX/XXXX they could have my bank information and take it out automatically she said nope I can not do that I can not schedule a payment and I said but Capital One has done so before and they got there money and it has been past due longer and than what it is now I am trying my best she became extremely irate and aggresive and told me that maybe Captial One is tired of waiting on me. I informed her again I got sick and I am trying she said well we need a payment. I asked her was there anything I can do she said pay or it goes up for Repo I asked if I could then talk to her Repo department and work something out with them she said no you can not I then asked for her Supervisor since I was getting treated horrible I was in tears at this point. After 13 minutes on hold a supervisor comes on much more pleasent and we make an arrangement to schedule a payment for Capital one to automatically take out XXXX $ from my checking account on the XX/XX/XXXX. And I paid XXXX $ over the phone with her to complete a monthly payment. It was 93 days past due now it is XXXX with the XXXX payment. They calls stopped until yesterday the same collector XXXX who harrased me and became irate because I could not pay left me a message stating it was imperative I contact them at Capital One now that it is extremely urgent so I called back and they began demanding a payment again. I advised well I have a payment scheduled to pay it on the XX/XX/XXXX already I spoke with a supervisor and she stated ok we will wait until them but it is in the last stages of collections after that it goes to the Repo department I advised again but I have a payment scheduled on it she said ok and hung up. Captial One is still calling and harrassing me even though I am trying they said they offered me programs and solutions in the recorded call and I asked her what program you offered me nothing but pay or we take it everytime. I am really trying we need our car but the treatment the non stop harrasing voicemails left by Capital One the never ending calls 3 times a day and being harrassed and threatend to take the car when they have a payment of XXXX already scheduled is causing such emotional stress on us. XXXX XXXX last night is when I got the call harrasing me about payment when the payment has been scheduled since friday the XX/XX/XXXX caused me to not even be able to sleep constantly looking outside in a panic they were gon na take the car. I asked when I first got sick and asked for a hardship or anything that I can do for my contract I have signed with them to review if it has any options in it and they refused me but the contract all I have is the agreement with XXXX a long yellown form given at the dealership all it say about Capital One at all is they are my financing company that is it. I do not know my terms or conditions and not sure if it has a clause about the programs they said they offered me but never did or the options that were given besides pay or have it tooken away. I was forced to use social security to apply for the loan they took all my personal information drivers lincense numbers and all demographic information so they know everything about me and have used it to harrass me but I do not know anything about Capital One or the Terms or anything I signed with them. But out of every large payment I give them out of a XXXX $ payment XXXX $ goes to intrest and only XXXX $ to the principal. I have never complained because I am trying to get caught back up but they are harrasing me even when I have a payment scheduled and 1 week after I just made a payment for another payment I can only do what I can do and I really am trying I am. What other options do I have to have the abuse and harrasment to stop.I told them I would pay the past due completely off during tax time and will make a payment everry 2 weeks until they are paid in full again and I have been doing that.

Company response to consumer: Closed with explanation