Consumer complaint received 2025-01-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AE

Complaint narrative:
On XXXX XX/XX/XXXXXXXX XXXX when logging into my Capital One account I notice that the Auto Loan information was not available and in it's place was a message stating " This account is undergoing maintenance. Account information my be unavailable for several days. ". I called customer service to inquire about the message and they told me my account information should be available again in 5-10 business days. I waited the appropriate amount of time and the issue was not resolved, I called Capital One back and over the next two weeks had the same conversation with their customer service reps telling me to wait and the issue should resolve. Fast forward to XXXX and the issue was still present. The first solution they tried on their end was to have me delete a separate account I had with XXXX XXXX ( which is a credit monitoring account sponsored by Capital One ). I was told deleting my XXXX XXXX account would have a good probability of fixing the issue. It did not. At some point in XXXX I had called Capital One 's customer service so many times that y issue was immediately transferred to their 'Escalation Team ''. I went back and forth with them and still did not get the issue resolved. Fast forward to XXXX my issue was elevated to the 'Office of the President ', their highest customer service tier. I spoke with one of their representatives and was told the issue was most likely caused by the XXXX status of my account. They told me that they had a solution and my account should be working in XXXX business days. On XXXX XX/XX/XXXX Capital One 's Office of the President customer service rep told me that the only solution they had was to delete my entire Capital One account ( I have multiple accounts with Capital One, all of which are working fine via their online portal and app ), which would take 5 business days after which I could re-enroll in their online system. After having lost access to one of my Capital One accounts for seemingly no reason, I rejected this solution because I do not have any confidence that this would fix the issue, furthermore it will prevent my from accessing my other Capital One accounts which I use frequently. I offered them an alternative solution and just asked that Capital One send me a monthly statement with all the account information. I felt that this was reasonable because they had sent it to me upon request. They countered and said that the only way that would be possible is for me to call in every month and request it. This is not a viable solution for me. I am XXXX XXXX XXXX  currently XXXX XXXX of the US. I currently have an XXXX  phone number and it is an unreasonable barrier to entry for me to have to get access to a US number just to call Capital One customer service and request information that should be provided by them to me the consumer. I find this inability to fix my account, especially in the year XXXX when online banking is the most prevalent it has ever been, to be unacceptable and a burden to the consumer. Additional note, This would not be an issue if the monthly statements were complete. However, since I started having this issue the monthly statements have only shown the payment due date and the amount due. I'm enrolled in auto pay so this information is of little to no use. Also, the statement should provide the consumer the all relevant information pertinent to the account to keep the consumer informed on the accounts status. Failure to provide this information to the consumer is negligent on Capital One 's behalf because it denies the consumer the ability to take appropriate action to the keep the account in good standing.

Company response to consumer: Closed with explanation