Consumer complaint received 2021-11-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
I have requested for 3 weeks to get an authorization letter from capital one auto finance to allow me to ship my vehicle from XXXX  back to the mainland because we are moving. I sent 6 faxes. I called 9 times! I even tweeted the customer service department on XXXX. 

When I called I was sent to offshore offices and then back to America only when I asked for a manager... numerous times. It was so confusing trying to explain to offshore that I just need a simple letter so that I can ship my vehicle that they marked me as being a voluntary repossession ... imagine my shock when I called again and learned that.

I called and spent an hour on hold at one point while they searched for my fax only to be told it was taking too long and to call back later. Then I was told they see my fax and are putting a rush on the letter three times. Was even told by one lady that she sees my fax and will call her friend in that department to get it rushed. She promised I would have it by end of business the very next day. I was so relieved. 

My shipping date came and went. I called again and was told she never noted anything in the account and they have no idea what she did, if anything. Was promised, once again that they had our fax and that the letter would be sent... still got nothing. My family left XXXX XX/XX/19. Capital One was made aware of our dates from the get go when I first called on XX/XX/XXXX. We had to leave the vehicle at the XXXX XXXX so it wouldn't be stolen or destroyed. 

One of the agents even told me they don't accept faxes from XXXX  ... what? Okay, well we aren't faxing from XXXX, we are faxing from XXXX XXXXa... try again. Just constantly got the run around. Now, today I had to call the repo department... I was passed around and put on hold so many times before being actually sent to the repo department that I spent over an hour on the phone.

Thr repo department informed me that my credit would now be ruined because I was calling for voluntary repossession. The audacity after everything we have been through with trying to ship the vehicle is astounding. The vehicle would not need to be repossessed if they had just written the letter so we could ship the vehicle.

I bought that vehicle in arkansas. Moved it to XXXX  with us, no issues. Thought I was being smart refinancing through Capital One when we got to XXXX. Absolute worst decision of my life. I have tried to sell the vehicle on the island because I was getting nowhere with capital one agents in getting the letter... ..no luck of course because we are in the middle of a pandemic and they are in a buying freeze. 

I have all of the fax numbers, dates and times we faxed the letters for request to ship. I have a log of all the times I called, how long I was on the phone. I have emails from XXXX XXXX in XXXX showing that I went so far as to try to sell the vehicle and not have to leave it after the last call with capital one. I have emails with XXXX explaining that we still hadn't received the letter from capital one and their response of we will wait for the letter. 

I'm not sure what more we could have done. When I called this morning, I was told they still needed insurance info for the letter... that is incorrect. I included our insurance company, policy number, etc. I included our ship date, confirmation number from XXXX and literally everything else I could possibly think of and still no letter. 

Never been more disgusted by a company. I have included the times I faxed, numbers I faxed to and the call log which does not include the 1 hour and 21 minute call this morning.

Company response to consumer: Closed with explanation