Consumer complaint received 2025-10-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with a trade-in
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
What happened : On XX/XX/XXXX, I purchased a XXXX XXXX XXXXXXXX XXXX from XXXX XXXX XXXX XXXX in XXXXXXXX XXXX. The financing was arranged through Capital One Auto Finance. During this transaction, the dealership took both my XXXXXXXX XXXX XXXX ( which I owned outright and had the title for ) and my XXXX XXXX XXXX ( which had an active XXXX XXXX loan ) as trade-ins. 

The dealership misrepresented the trade-in and lien information XXXX the retail installment contract. The contract falsely lists a {$12000.00} lien payoff for my XXXX XXXX XXXX a vehicle that was fully paid off and had no XXXX. I personally held the original title until I handed it to the dealership at the time of sale. The XXXX  Department of Revenue confirms that there was never a lien on the XXXX. 

The contract also combined XXXX separate vehicles ( the XXXX and the XXXX ) into a single, non-itemized trade entry, labeled only as XXXX XXXX XXXX. This effectively concealed the true values and the payoff breakdowns. The dealer later admitted in text that they combined the trades, confirming that no separate valuation for the XXXX was ever provided. This act made the financing appear higher and erased any trade-in credit I was entitled to receive. 

XXXX XXXX records show that the XXXX XXXX loan was paid off on XX/XX/XXXX, confirming that this was the only valid XXXX payoff. The false {$12000.00} lien attributed to the XXXX appears to have been used to inflate the contract figures or reallocate rebates without disclosure. 

Attempts to resolve : After discovering the misrepresentation, I contacted the dealership multiple times by phone and text ( including with the sales manager, XXXX ). I requested : Written proof of the {$12000.00} lien payoff, The dealerships internal accounting for the trade-in values, XXXX corrected or itemized deal sheet showing both vehicles separately, and Confirmation of who entered the false lien amount. 

The dealership refused to provide documentation or correction. During one call, the manager told me to ask him for information, then hung up. Text messages confirm that the dealership knew the trades were combined but claimed thats how the contract was done. 

Evidence provided : Screenshot from XXXXXXXX XXXX XXXX showing no XXXX ever existed on the XXXXXXXX XXXX  ( VIN XXXX ). 
XXXX XXXX account screenshot showing the XXXX XXXX was paid off in XX/XX/XXXX. 
Photos of the signed retail contract showing a false {$12000.00} payoff attributed to the XXXX. 
Text message exchange with dealership representative confirming the combined trade issue and refusal to itemize. 

Resolution requested : I am seeking a rescission of the contract and/or full restitution of the {$12000.00} misrepresented as a lien payoff, along with correction of all associated financing documents. The dealerships conduct appears to violate the Truth in Lending Act ( 15 U.S.C. 1601 et seq. ), the XXXX  Fair Business Practices Act ( O.C.G.A. 10-1-390 et seq. ), and constitutes potential fraud and conversion. 

The dealerships failure to disclose accurate trade-in information and falsification of a lien payoff directly affected the financed amount, my equity, and my consumer rights. I request that the CFPB assist in investigating and requiring both Capital One Auto Finance and XXXX XXXX XXXX XXXX to correct or rescind this transaction.

Company response to consumer: Closed with explanation