Consumer complaint received 2022-06-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I made a phone call back on XX/XX/XXXX to Captial One Auto XXXX. I inquired on getting a Covid extension for the payment of XXXX. I was advised by the rep during that time that I had qualified and did not have to make another payment until XXXX. I logged into my app in XXXX and saw that the account was considered past due. I reached out again and was advised by another rep that I did not actually qualify for the covid ext. for the payment. I explained to the rep how the previous rep had advised that I did, If I would have known that account was going into past due I would have tried my best to make a payment. I requested for the call to be pulled and the rep advised he would send it over to a super visor that would have to pull the call and give me a call back. I received a phone call on XXXX XXXX from a XXXX XXXX by the name of XXXX who advised that the called was pulled and that they would honor what the original rep advised and would give me 2 months of covid ext. but ensure that I made my payment on time for XXXX. He also stated that the payment would not report past due on my credit because it would not be over 30 days past due. He also stated that he would waive the late fees on my account. I Later received a phone call from another rep later that month that advised my payment was past due and wanted to know when I could make a payment. I explained the situation to him and requested a super visor. After being on hold over 30 mins the rep disconnected the call and did not call back. I called back and got another rep, i requested another super visor as I know longer wanted to keep repeating the story. The rep was able to get me a super visor by the name of XXXX XXXX. I advised all of the following above and he assured me he would be able to assist. He reviewed the notes on the account apologized and basically told me the same. Make your payment on time in XXXX and we will take the other XXXX payments for XXXX and XXXX and put it on the end of the loan. I was under the impression that he was honoring the covid ext. I requested documentation this time so I could have proof for my records. He sent me over documentation showing that he had enrolled me into a deferment plan instead of honoring the covid ext. and also it was only for 1 month not XXXX. I recently called again this week to address the issue and have been put on hold for over XXXX mins. I was then advised no super visors were available and that someone would have to contact me back in 2-3 business days. Before this incident I had never missed a payment or even been later with a payment any more than 1/2 days. I have had this car for almost 2 years. I was lied to and now my credit is being affected. I made my payment on time according to the deferment plan even though I was mislead. I also tried to call today before submitting this request and was advised the same no supervisor is available and also no resolution team rep is available, but someone could call be back in 2-3 business days.

Company response to consumer: Closed with explanation