Consumer complaint received 2015-05-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Taking out the loan or lease

Complaint:
In XXXX of 2014, I responded to an Auto Finance pre-approval notice from Capital One and was approved through your Blank Check program. All document work was done electronically. In addition I have had phone conversations with supervisors in the Loan Origination, Loan Processing, Collection, and Customer Service Departments. In the course of these months I have had XXXX different TILA statements and been given XXXX different explanations to my loan terms. 
The loan was approved on XXXX XXXX, 2014 for a range of {$7500.00} to {$23000.00}. Before an exact amount had been determined, I received a blank check and a TILA statement that assumed the loan would be for {$23000.00}, with XXXX payments of {$740.00}. The same document explained that I could lower the payment by extending the term to as far as 60 months. On XXXX XXXX, I spoke with XXXX at XXXX and requested that the term be extended to 60 months ; she approved my request and confirmed receiving the remaining document to complete the process of using the Blank Check. I negotiated a purchase price of {$18000.00} and made the check to XXXX in that amount. 
I received a " welcome packet '' from Capital one on XXXX XXXX. The loan terms were not presented in the usual TILA format, but showed a loan of {$18000.00} for 36 months with payments of {$570.00}, and APR of 7.22 %. The XXXX payment was due XXXX XXXX. 
I called Capital One on XXXX XXXX, XXXX, and XXXX and explained that I had requested the loan term to be extended to 60 months. I then received a " Modification to Loan Terms. '' Again the terms were not in the usual TILA format, but set out that loan term would be 60 months with payments of {$480.00} and APR of 8.1 %. It did not state an effective date. 
I signed the modification on XXXX XXXX and faxed it to the listed number on the same day. On XXXX XXXX, I called to make my XXXX payment and spoke with a representative who told me they were working on my modification. I paid {$480.00}. I called to make my XXXX payment by phone. The automated system told me the amount due was {$570.00}. I spoke with a customer service representative, explained the modification, and was told someone would look into it and get back to me within 2 days. No one got back to me. 
Since XXXX, my payments of {$480.00} have gone automatically from my checking account. In XXXX I got a dunning notice, saying my account was past due. I called on XXXX XXXX, and spoke with a supervisor ( XXXX ). She told me she was unsure what was going on and that she would get back to me if more detail was needed. I have never heard from her since. I continued to make the {$480.00} payments and continued getting dunning notices. 
On XXXX XXXX, I called Capital One after XXXX and spoke with " XXXX '' I still received the same details in reference to my payment, so I asked to speak with a manager. He told me no one on the management team was available to speak with me, and was only available between XXXX and XXXX. I called again on XXXX XXXX and spoke with a supervisor " XXXX. '' She told me she would have to get with someone in Operations and find out what was going on. She would call me back, I 've not heard from XXXX. 
I called again in XXXX and spoke with XXXX XXXX on the XXXX. He reviewed the account and said he did n't see the modification agreement in my file. He said he saw notes discussing the change in terms, but not the document. That was the XXXX time anyone had told me they did not have the Modification Agreement. He asked me to re-send it to him and he would talk with " XXXX, '' the Operations Manager, to see if anything else was needed. I refaxed the Modification Agreement to XXXX on XXXX XXXX. That afternoon he called and confirmed he had received it and was waiting for someone to get back to him. On XXXX XXXX I received a letter saying a mistake had been made on the TILA disclosure in the XXXX XXXX Welcome

Company response to consumer: Closed with non-monetary relief