Consumer complaint received 2016-06-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AL
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Taking out the loan or lease

Complaint:
I was promised that an outstanding loan of my totaled car would be paid off/included with getting me into a new car loan, now I have XXXX car loans. I explained to the sales rep XXXX XXXX XXXX XXXX that my car was totaled by an uninsured motorist and I still owed at the time just over {$5000.00} on the car, I was shopping for a new car with having the remainder of the totaled car included. XXXX wrote all my info down plus the totaled car 's info down, along with what I could put down which was XXXX. He took that info with him to the finance department to see what I could get approved for. When he came back we discussed that while he was able to get me in a car with taking care of the $ XXXX, the payments would be higher, but I was with the same loan company. I was reluctant so they had a fiance negotiator come give me this long talk and try to get me to put money down. I explained to them that I did n't have a down payment, also that I was n't shopping for a car out of luxury, the accident left me with no other choice. I advised that I would settle with the higher payments considering to myself the loan amount was more this time around. 
When filing out the " we owe you '' form, at the bottom it under, you owe us there were XXXX items listed that I inquired about. They were my license, insurance card, and trade in. XXXX advised me " trade in '' represented the totaled car they was covering. Not being a sales rep, I trusted that. I signed all my paperwork and went on my way. The week of XXXX/XXXX/16, I received a late payment notice from Capital One Auto, that lead me to call both Capital One ( spoke with XXXX, Resolution Specialist, sales ID XXXX ) and XXXX ( a very rude sales manager named XXXX ). Ultimately I was told that the sales rep was not only brand new at the time I bought my car, but he had since been fired. After several back and forth calls, I submitted a complaint with the XXXX XXXX, AL. XXXX XXXX, Owner Loyalty Manager of XXXX contacted me by email first than by phone. We talked by phone about 3 times as she advised me they were wanted to resolve the situation. She scheduled for me to come in XXXX/XXXX/16, explaining that worse case scenario, they may have to put me in another car, but they would get it resolved. I was given the expectation that on XXXX/XXXX/16 I would be coming in to redo paperwork and get on with my life having XXXX car note. I left Friday being told that they needed to work on it more, Monday XXXX/XXXX/16 was a holiday so it would be Tuesday, Tuesday turn into today, Thursday XXXX/XXXX/16. Today I was told by another sales rep that they had handling the my situation that there was nothing they could do to resolve the issue. They were trying to get another bank to approve me for a loan amount that cover XXXX loan amounts that I now have with Capital One and of course no bank will approve me having XXXX outstanding car loans already. I asked did the General Manager XXXX, whom also gave me his word they would clear up XXXX mistake and get my issue taken care of, have his hands in it, and I was told he was out til Monday. So now, I 'm being put off til Monday ... I walked into XXXX on XXXX XXXX, 2016 with a folder containing, a bill from Capital One showing the pay off amount, my check stubs, my accident report, my car insurance card. I gave the sales rep all the info needed on the totaled car including what my monthly payments were. I was responsible about my business. Capital One approved me for a second loan which puts my debt to income ratio out of wack I 'm sure. I was taken advantage of and now these no one wants to correct the situation.

Company response to consumer: Closed with explanation