Consumer complaint received 2025-12-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Loan opened without my consent or knowledge
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR

Complaint narrative:
In XXXX, I purchased a XXXX XXXX XXXX XXXX through a dealership that submitted inaccurate and misleading information to Capital One Auto Finance. The dealership entered income amounts that were not mine, added a down payment I never made, and generated multiple versions of the loan documents with different numbers. A down payment was entered on my behalf on XX/XX/XXXX without my knowledge or consent. I have recordings of conversations in which dealership staff referenced personnel issues, including that an employee involved in my deal had been let go for questionable conduct, and I was told the dealership no longer had a functioning finance approval department. 

The dealership delivered the vehicle with the check-engine light on and issued a signed XXXX XXXX promising to repair it. They never completed the repair. They told me that add-ons were required as part of the loan approval and later refused to cancel my warranty when I requested a refund. 

On XX/XX/XXXX, the dealership improperly disclosed my loan details to a third party through XXXX XXXX. They did not contact me directly instead they discussed my personal financing information with someone who knew me. That individual then contacted me because the dealership was sharing details about my loan and asking me to come back in and re-sign for a better interest rate. This was inappropriate and a violation of my privacy. 

Throughout this process, I attempted many times to resolve the situation. The dealership repeatedly told me to come out here, well take care of you. When I did, they attempted to buy the XXXX back for approximately {$48000.00}, which was less than the total amount financed. Instead of correcting the fraudulent loan or re-sending accurate paperwork, they attempted to place me into a completely new loan at an even higher interest rate. When I declined and stated clearly that I wanted the vehicle rescinded, they came back an hour later claiming they got the rate approved. I again stated I did not want any new deal and wanted the vehicle returned and the fraudulent loan unwound. The dealership refused to rescind the deal, despite being fully aware of the issues. 

Around this same time, Capital One informed me that the dealership had not agreed to revised terms, did not respond to the proposal in time, and therefore my loan was not approved. I later received a formal denial letter dated XX/XX/XXXX. After receiving the denial, I attempted to return the vehicle and left it at the dealership for nearly a month. The dealership then threatened that they would tow the vehicle at my expense if I did not pick it up. 

When I asked Capital One for my full loan file, they first told me on a recorded call that they had a secure way to upload my evidence. Later, they told me no such system existed and that they could not accept audio or video recordings in any form. They offered no alternative way to submit my evidence. Capital One told me there was nothing they could do, even though the loan was funded after a written denial and without complete or accurate documentation from the dealership. 

Capital One eventually sent only 10 pages that were heavily whited-out and appeared to be miscellaneous pages from different contract versions. None matched the terms I was shown or agreed to. My monthly payment of {$990.00} does not match any of the loan figures and is off by {$0.00} every month, indicating that the loan numbers were altered at some point. 

This loan should not have been approved. My gross income is approximately {$5400.00} per month. I receive Section 8, food stamps, and XXXX. My debt-to-income ratio would not qualify for a {$41000.00} {$48000.00} vehicle under legitimate underwriting standards. I am also a victim of past XXXX  XXXX. I continued making payments out of fear of credit damage or repossession while trying to get help. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and I can not afford this payment. 

I have attempted to return the vehicle, obtain corrected loan paperwork, and resolve this with both the dealership and Capital One. Neither party has provided a legitimate or lawful solution. I also can not refinance because I should never have been approved for this loan in the first place. 

I am requesting that the CFPB require Capital One to : ( 1 ) provide my complete loan file, including the dealerships original submission and all contract versions ; ( 2 ) accept and review my audio/video evidence ; ( 3 ) investigate the dealerships inaccurate and misleading loan application submission ; ( 4 ) investigate Capital Ones approval despite contradictory information and their refusal to accept evidence ; ( 5 ) address the dealerships failure to honor the We Owe repair and their improper disclosure of my private information to a third party ; ( 6 ) investigate the unauthorized down payment, forced add-ons, and attempted high-rate replacement loan ; and ( 7 ) prevent negative credit reporting or repossession during the investigation.

Company response to consumer: Closed with explanation