Consumer complaint received 2022-11-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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:
On XXXX I bought a car at the XXXX XXXX PA. The make and model of my YEAR vehicle is XXXX XXXX XXXX XXXX and XXXX is XXXX XXXX XXXX XXXX. I applied loan with XXXX XXXX XXXX XXXX  was approved from next month ( XXXX ) I started making payments with XXXX XXXX XXXX. in XX/XX/XXXX i found out that XXXX XXXX XXXX gave me a good apr rate for the car loan, so refinance my vehicle on XX/XX/XXXX. After XXXX XXXX XXXX has made full payment to XXXX, they should have immediately release the title to XXXX as a new lien holder. after waiting long time i heard from XXXX that the vehicle title is on under capital one auto finance name. this was my first car buying experience. I did not notice that the capital one  is the lien-holder, it should be the XXXX auto financing as my first lien-holder. 

on XX/XX/XXXX my car was totaled and my insurance company XXXX want to pay the XXXX  for issuing the lien to XXXX. then I speak with XXXX  and I discovered that the XXXX is still under capital one name on the title. I contacted XXXX  as the financing of a car how XXXX  emerged in my title. i didn't get a good response from XXXX, they told me to contact the capital one. then I called Capital One Auto Finance, they told me I don't have an account with them. I give them my car 's VIN number and they find out that they now have a lien on my car. I told them that the lien holder should be XXXX XXXX XXXX, but they don't even know how it happened and contact XXXX. Now I'm trying to get an answer from XXXX and XXXX but neither of them give me a good answer In that case, I can reach you. Please investigate who made the mistake because as a customer I didn't know what they did but I'm in a lot of financial problems because of this situation. now I don't have a car and still have to pay my XXXX XXXX monthly because they didn't got the title from XXXX because Capital One is already in the title. capital can't hold title or they can't use my name They know I was the customer and bought the car from XXXX, so why are they holding my title. One of the agents told me that if I didn't refinance my car they could keep the title for 60 months as on loan period. if XXXX put their name on the title so XXXX  should have find out and try to fix this problem as soon as possible now capital one auto finance release the lien but there is no title of the car so it doesnt make sence to release the lien when title lost. 

Now, XXXX wants to be the first line holder to XXXX XXXX XXXX  For this capital, Auto Finance must transfer the title to XXXX XXXX XXXX. Then XXXX will transfer the title to XXXX XXXX XXXX. XXXX will then transfer the lien to XXXX XXXX. this process takes at months now that I don't have a car. and also I have to pay off the car loan by XXXX  until they get the title of the car and then they move to XXXX and XXXX will release the payment. it is difficult to live without a car in this country it can stop my source of income and it can affect my family a lot. please take legal action to get the capital because it happened to me i don't want it to happen to anyone because i know what i am going through. 

I am looking forward to hearing from you as soon as possible to resolve this issue. If I don't hear from you within a week, I will file complaints with relevant consumer agencies and consider my legal alternatives Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation