Consumer complaint received 2025-03-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
XXXX XX/XX/XXXX Capital One Auto wrongfully repossessed my car. They did send a notice of default on XX/XX/XXXX. That notice did not say they were going to repossess my car. In XXXX of XXXX I made one month payment and the representative said " I was no longer in a repossession status. '' My car broke down, I needed brakes and rotors unexpectedly. I am self employed and business was slow at the time, and I had to fix the car, so my repairs were {$1900.00} which i paid this in XXXX. On XXXX XXXX, I called and informed that I would be making payment and would they notate my account. ON XX/XX/XXXX, I went in Walmart near my home and came out my car was missing. Bystanders said " The tow truck took your car saying they was repossessing it. '' I called Capital One and disputed the repossession, constantly reminding them that I did make payment in XX/XX/XXXX and that I was no longer in repossession in which " XXXX supervisor denying that the XXXX payment took me out of repossession and that they should have sent me another notice. In XXXX, after the repossession- I made payment arrangements and they promised to hold my car at the XXXX place until XX/XX/XXXX. They moved my car 3 days early. I called the Auction Company on XX/XX/XXXX when I went to the Repo Company in person to get my belongings because Capital One extended my deadline to pay for the car until XX/XX/XXXX. I tried to pay on XX/XX/XXXX but they would not let me, then I finally was able to pay XX/XX/XXXX. Then a representative XXXX, called me from the President 's Office XX/XX/XXXX and said " he wish I had not made that payment ''. Well, apparently someone had bought my car. The repo company XXXX XXXX called me saying that I could not pick up my car on XX/XX/XXXX because they had to put a key system in my car. They had broken into my car. I had to make an appointment to go there on XX/XX/XXXX to take my key that they would see if they could reprogram my key to my car. She assured me it was their fault and that she had to tow my car to a XXXX dealer to get it repaired. She lied until XX/XX/XXXX, then calling me to tell me that I needed to deal with Capital One for the repairs because she is not responsible for any of the repairs that they authorized her. I have sent the repairs to Capital One and they are telling me " We are not an insurance company. '' So I wrote to XXXX XXXX... I have been emailing them at the President Office and let them know they are asking me to commit insurance fraud to put that on my car insurance. They have cost me almost {$10000.00} in repairs when I was almost done paying for my car. Now they don't want to be responsible. I want the repairs completed. They should not have removed the key system from my car and they should not have put a huge scratch on my hood and roof of my car. I paid my money to Pay off the car. The amount I owed was {$3800.00} and they took the {$3200.00} I paid. A {$600.00} credit is not an exchange for tearing up my car. If I had known the damages to my car when I made final payment, then they needed to compensate me every XXXX of my damages. Also, the tow truck bent the suspension on my car underneath with chains and now my car is sitting lopsided. Not to mention, they overcharged me in Interest payments.

Company response to consumer: Closed with explanation