Consumer complaint received 2023-06-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
Im not sure if I submitted under the right category, but I am dealing with capital one auto finance, that unfortunately my car had became repossessed I had been going under extreme hardship. I had been going to court for legal matters due to my landlord at the time of the repo. I did not have a stapled home for me or my children I had called capital one immediately. When I noticed my car was Repo I had spoke to them and informed them that I will be reinstating my vehicle, they gave me two extensions car got picked up on XX/XX/XXXX and I got it reinstated by XX/XX/XXXX of XXXX. They had reassured me that my personal belongings which were going to be in my vehicle. Now when I arrived to XXXX XXXX XXXX Department in XXXX Ca. On XXXX XXXX at XXXXXXXX XXXX I had to wait about 1 1/2 hr to get informed that my key wasn't registering to my vehicle so I had informed XXXX at the front window if its OK that I go to the store and Ill be back she said yes I then arrive roughly about 45 minutes later walk into the facility and XXXX informs me that they are barely going to look at my vehicle. I said OK Ill be in my car, I get a phone call that they are stating my car does not want to start that my key is not working and that they made a key to see if it was a key issue and their key was not working as well. I then got on the phone with my financial company Capital One, which they transfer me to a higher escalation, got a hold of a XXXX that told me he was going to put me on hold as he called the facility, they had informed him the same issue, and that they had made a key for the vehicle as well. They wanted me to tow the car to a dealership to find out what was wrong with it, and I strongly believe that I am not responsible for towing a vehicle to the dealership to find out what is wrong with my car that worked 100 % never once did any of my check engine light. Nothing major has happened to that car before getting it repo. My vehicle ran perfectly fine never had one issue with it until now. When I told XXXX from XXXX about someone making another key for the vehicle. She told me no one made another key to the vehicle. I told him how is that even possible why would you guys inform my financial company that you guys made a key not only that I was informed by this lady XXXX that they made another key. My understanding is that once I sign the paper stating that I am taking the vehicle, they will no longer have any responsibilities whatsoever for damages that have been done to the vehicle. I refused to take it off their lot after finding out my car did not start. I had asked if I can speak to the mechanic that looked at my car. I was told by XXXX that they do not know what mechanic looked at my vehicle not only that she offered to bring the vehicle to the front and that once its in the front it is my responsibility to remove it off their property as they did, they brought it to the front and I was beyond angry. Once I seen my vehicle vehicle has damages that on the outside of the car all of my personal belongings which is very valuable stuff had been gone. It looks like somebody literally broke into the car. I then proceeded with upsetting conversations, and informed them that I would like the condition report to my vehicle, they refuse to give it to me because I am not the customer. They do not deal with me. They deal with capital one capital one is the one that will have to request for this form, I found it very funny that I had a similar situation with a friend that had a vehicle in the same location and they were more than happy to present them with a condition report XXXX XXXX XXXX stated that thats the way my vehicle came in which is absolutely incorrect. I refused that he has false information the way everything went. I highly believe that they are hiding something mind you I left the car there because high security name. XXXX stated he will go ahead and take over this situation. He will investigate what is going on and he will take care of me. I left at XXXXXXXX XXXX and called the next day to XXXX and asked to get a copy of the condition report. Nobody wanted to provide it to me. I wanted to find out who called me at XXXXXXXX XXXX on XX/XX/XXXX when I was on my way to pick up my vehicle because the night before which was XX/XX/XXXX, I called to verify if my personal belongings were still in the vehicle I also brought this up on the conversation when the situation arises when I notice that all my personal belongings were gone they stated to me that they dont know who called me and why would anybody call me to inform me that my personal belongings were in there so instead of calling the XXXX location, I called the Riverside location and XXXX location was more than happy to verify who called me on XX/XX/XXXX to inform me about my personal belongings. Mind you person explain to me what they were able to see in the pictures how could somebody explain to me what was in my vehicle if my vehicle came damaged and looking ransacked inside, makes no sense, they confirmed it. Was someone name XXXX, which XXXX was the one I was dealing with at the front window funny how she did not mention anything to me when I was asking who called me the following day which is XX/XX/XXXX I called and I wanted to speak with somebody that is higher than anybody in the facility manager a supervisor and they transferred me to the head security which is XXXX. I then approached him and said I wanted to follow up on the investigation. He tells me that he informed me he will let me know on the week of XXXX XXXX XXXX that he is on vacation, I said oh so they three-way do you heat then inform me no they called me on my cell phone I said OK can you transfer me back to the facility? He then said no I am on my cell phone I did not believe it so I had someone else called in asking for him and they had asked if XXXX is in they said yes got the phone call transferred and was questioned about the XXXX XXXX XXXX. He said is this XXXX the person who was on the phone with XXXX said no this is XXXX which is the cosigner to the XXXX XXXXXXXX XXXX  He then said I am formed XXXX I am on vacation and that I will let her know the outcome on the week of XXXX of XXXX I find it very weird that when an employee is on vacation theyre able to transfer these calls to a employee that is on vacation. Mind you I have these calls are recorded and also recordings and videos of the day I picked up the vehicle. They were well aware because I informed them that these calls are being recorded for quality purposes and also they seen us recording my vehicle, I felt that I had no other choice and did not get any help and I was in desperate need of that condition report so I made up an email I called in and stated I was from capital one auto finance. I gave them a ID number that was just a random ID number and I requested for the condition report. I was able to get it now I understand that that is something I should not do, but I felt that I had no other choice because I am not allowing this to happen. I am not allowing them to get away with this, especially with my car not starting and all my important things that were in that car let alone my children Social Security cards are gone. I know these are items that should not be in a vehicle but at the time unfortunately I have no other choice, now when I receive this condition name report, I am able to verify that my items were still in the vehicle. My car did not look ransacked as I did when they brought it to me. I dont understand how XXXX XXXX XXXX is stating that my vehicle came in like that because on their pictures, it clearly shows it was not like that, I need someone to please help me. I have been calling everywhere and I am not getting anywhere. I feel that this is a matter that someone has to take action because it has happened to many people from this location as Ive noticed on their reviews and I feel that it is not right for them to be getting away with this, XXXX, the main security did mention that he is a retired cop either. Thats a lie, or he got fired because he is a crook. I paid capital one over XXXX to get my car back and to deal with this is extremely disappointing. I need help!!! Id appreciate help in my situation. Theres more to this but Id like to explain once I get the opportunity to speak to somebody from CFPB.

Company response to consumer: Closed with explanation