Consumer complaint received 2019-05-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I fell behind in my car payment after paying on it for almost 3 years of 5 year loan usually never late because of hardship. The company would not work with me at that time. They repossessed my car very early one morning and I was denied getting my XXXX parking pass and other personal belongings from car I needed by repo man. I called company up crying my heart out and after begging like a dog and jumping thru hoops for them they finally referred me to a different office in company that lowered my payment for me but added a lot on it and I owed just about what I paid for it 3 years earlier. But I agreed because I loved my car and had worked very hard for it! I sold things to pay the money they wanted for it to be released back to me so I thought. After paying I was informed it went to the auction and it was getting ready to be sold if it hadn't already. It wasn't sold but then I had to pay another {$400.00} to auction house to get it back. This car was my prize possession it was in perfect shape no dents no scratches and very low miles when they dragged it out of my driveway that morning. But after paying all that money and begging and crying when I got it back someone had been driving it!!! Because they wrecked my car there were dents and scratches on passenger side, they ran something over things were dragging underneath. Also from being dragged out of my driveway in park probably helped with that damage, someone had stole the speakers out of my dash, disabled my locks and ignition, heater and air condition and electrical weren't working, 2 of my tires and 1 rim was damaged, my driver seat was broken on side by door the plastic piece was hanging, they even took my car mats with all my other belongings. I truly could not believe this was happening to me. I called the finance company, tow yard and auction house and no one seemed to care. I thru a complete temper tantrum with the finance company until someone listened to me that this was unacceptable and not right. I would have never paid or re-signed a new loan with them if I had known it had been torn up. Company tried telling me to turn it in to my insurance. I told them no I did not do it!! Company finally agreed to open case about it but I had to get 2/3 estimates, give my statement, any witnesses statements and have them notarized and sent back in asap. I did I followed all directions. On the estimates there was {$7000.00} damage done to my car. After waiting seemed like forever I had not heard back from the company and I called them and they said I had not sent some of the information. I informed them that I had sent everything they asked for. They said I did not send in estimates but they received pictures and statements and maybe they were sent to wrong department and they would try to locate them. I still had not heard anything a month went by I thought all this time they were investigating the case and they would call. Well I was tired of waiting and spoke to a boss at the company and they informed me that the case was dropped because I did not do what I was suppose to which was a lie. The company told me to take it up with my insurance company. I thru a fit again and I told them I was not paying another dime on this car that they let get destroyed! I barricaded it in my driveway for couple months mad as can be because I could not drive it and I'm stubborn. The company could call then when they wanted their money though. So eventually I had enough so I contacted them after being 4 months behind in payments and asked again if they were gon na fix it and they said they would check in to it for me but I needed to make payments. I made 2 payments and I was using my own money to fix it by this point because I could not continue to see my baby sitting there like that anymore : ( The company assured me they would not repo again if I made those 2 payments. So I did. Well they did anyway as soon as I un barricaded it and fixed it enough to drive. I had a appointment to have it fixed completely the morning they came and took it again. I only got to drive it couple times. I called them up again cause they sent that same company and they drug it out my driveway and up the street again! The company would not work anything out still I needed {$1400.00} to get it back no exceptions. I called the last day I had to pay with the money to pay an thats all I had not a penny more. The company then informed me that my payment was due that day so now I need it too if I wanted it back. And they moved it to auction again and I would need another {$400.00} for that also. I cried my eyes out for a week straight because I had no choice and no way to come up with that much more money in 2 hours. I paid for 3 years, the money for repo the first time, and auction, partial repair cost, 2 tires and still ended up with no car. I've disputed the repo on my credit several times and they won't be fair to me and remove it. They wouldn't let me buy something else and trade it in either before they repo it 2nd time. They sold my car for little over {$8000.00} and it was worth {$15000.00} before first repo and not wrecked. They say I still owe {$5500.00} on it. It doesn't show taking the sale of car off price on my credit report which I disputed. If they did they would owe me money. This whole situation is so unfair. I owe more refinancing it for hardship, repo and damage then my original loan I paid 3 years on. And my credit is now bad and I can't buy another car without paying them and I feel they owe me to at least remove the repo on my credit report I just don't deserve this. Not fair at all I believe they have too much power on peoples lives and can destroy someone that quick and don't care at all.

Company response to consumer: Closed with explanation