Consumer complaint received 2016-09-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IN
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I 've had my car for almost 2 years and I have had nothing but problems with capital one auto. I am behind on my payments due to job loss and I have repeatedly asked for payments to be put on the back to help me catch up. I was told in XXXX XXXX if I paid {$130.00} by XXXX XXXX XXXX past due payments would be put on the back, I paid on XXXX/XXXX/XXXX {$130.00}, payments were never put on the back. I made a payment of {$390.00} on XXXX/XXXX/XXXX and a payment for {$400.00} on XXXX/XXXX/XXXX. I am called up to a dozen times a week, several times a day by capital threatening if I do n't give my bank account information they will come and get my car. I have a 12 day grace period from the time my payment is due on the XXXX of the month to pay my payment, which now Capital one auto says is only 10days and only for late fee assessment. I was told today that my payments were 78 days past due when I asked how that was possible, I was told we do n't count the grace period that 's only for late fees to be assessed. Capital one refuses to send me any kind of proof that my car will be repo within a certain time instead I was told to call back on XXXX/XXXX/XXXX to speak to the repo department. I called back XXXX/XXXX/XXXX to speak to the repo department to see what the procedure was and was told I could n't speak to them until I was sent to them. I do n't believe there is such a department and they are just making empty threats trying to get my bank information. I was told was told by several Capital one auto reps that the account had to be over 108 days past due for repossession occur and as of today I am supposedly at 78 days, but if I do n't give bank information today they will start that process on the XXXX. I am not trying to avoid making payments I am trying to catch up but capital one will not assist only make threats and policy changes every time I ask for a supervisor, which I have never been transferred to yet. Supposedly today XXXX/XXXX/XXXX I was transferred to the office of the president but I do n't believe I was ever transferred, the person I spoke to only wanted to send me to someone else who was another rep, I hung up. I submitted a complaint to the XXXX and received a response from Capital one office of the president which contains falsified documents that I never received and have payment proof that what they were saying is false. I was never provided a copy of my loan policy the only thing I was given was the bill of sale which Capital one auto says is my policy from the dealership I purchased the car from. I only receive payment statements every 3 months or so, which I have addressed for nearly 2 years with Capital one auto. I checked my credit on XXXX/XXXX/XXXX to find they had reported I was more than 90 days past due for {$810.00} which according to their own records does n't add up. I have no idea what is past due and how long because Capital one auto refuses to send me any paperwork proof I have requested numerous times since XXXX XXXX. I even requested the proof in 2 separate XXXX complaints only to be provided with payment statements from XXXX and default letter from XXXX which I never received in the mail, and neither have anything to do with this issue. My account balance has never went down in nearly 2 years instead it stays near the purchase amount for the car. I have asked for proof where my payments are going only to be provided with a statement through the XXXX complaint that has payments missing and incorrect payment amounts. I have asked numerous times for calls placed to and from Capital one auto to be reviewed and was told they had and called a liar.

Company response to consumer: Closed with explanation