Consumer complaint received 2018-03-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
My name is XXXX XXXX and I have an account with Capital One Auto Finance. Back on XX/XX/XXXX My vehicle that I finance under Capital One was a total loss. My insurance company paid a part of the balance off and there is a balance left of {$2700.00}. I called in multiple times and spoke to 4 different representatives and 2 different managers. When I called in I explained to them that I received a letter and that it states on my Capital One App that the balance is due in full. I advised them at that time that I can not afford to pay it all off at once. From the car wreck I was out of work and I had a lot of medical expenses that I had to pay up front. During the time that I was waiting on the car to be paid I made all my payment and more on time as I am still doing. My Payments are {$280.00} and I have never been a day late. I received a letter back in XX/XX/XXXX that my payment was due in full. When I received the letter, I called in and spoke to an associate about payment options. The assured me that I could continue paying the monthly payment of {$280.00} a month. I advised them that I was in the process of purchasing a home and could not have anything bad going against me on my credit. They assured me then as long as I was making the monthly payment I would be fine. I then received another letter and I called again. This time I called and got a male associate. He advised me the same thing, that if I keep making the payment that I would be fine. During this time, I asked was there any time frame will it charge off or affect me in any way. He stated no that It would not. I then asked to speak to a Manager to assure that I could keep making the payments. He then stated sure and transferred me to a manager. I spoke to the Manager and the Manager assured me the same thing. Also, the manager that I spoke to was not an escalation team it was a floor manager that got on the phone. On the phone call I also made sure that he understood what I was asking. He assured me that he was the associates floor manager and that I was ok with paying my monthly payment. So now before the timeframe of 25 days I get another letter and I call today. I spoke to a XXXX -XXXX that was very rude. He told me that the information that I was given was wrong and that I need to pay this off by XX/XX/XXXXor it will be charged off. I am very upset that I was informed many of times wrong by not only associates but also Managers. I have been a good customer to capital one and never late on any payments. I would like all calls that where made on my account pulled and reviewed and addressed. Each person that gave the wrong information would need to be coach on what to provide to a customer that is going through a life changing event. {$2700.00} is the balance and if I keep making the payments it will be paid off in XX/XX/XXXX. If that is not an option is there any way that you can settle for an amount to complete the loan. I was told today that I must pay it all off by XX/XX/XXXXand there is no way that I can do that. Please pull the calls and listen to them.

Company response to consumer: Closed with non-monetary relief