Consumer complaint received 2025-07-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD

Complaint narrative:
On XX/XX/year>, I completed and signed a Loan Modification Agreement with Capital One Auto Finance through XXXX. This agreement, which was also signed by Capital One, outlined a new monthly payment of {$420.00}, with the first payment due XX/XX/year>. I made a payment of {$420.00} on XX/XX/XXXX to process the modification as instructed. 

Between XXXX and XXXX, I contacted Capital One multiple times to check the status of the modification. I was repeatedly told the case was being escalated. In XXXX, a Capital One representative told me not to make any further payments until their system reflected the updated terms. I followed that instruction in good faith. On XX/XX/year>, another representative confirmed that they reviewed the recorded call and verified that I was indeed instructed not to pay until the modification posted in the system. 

I also sent multiple emails, including a formal letter on XX/XX/XXXX, with screenshots from the Capital One mobile app showing inconsistent and confusing account details. The app displayed a credit of XXXX  {$1200.00}, a new due date of XX/XX/XXXX, and a past due balance of {$2500.00}. These figures conflicted with each other and showed that the system had only partially applied the modification. During this time, I was still receiving emails and phone calls about possible repossession and delinquency reporting. 

On XX/XX/XXXX, my case was escalated to the XXXX of the XXXX. I was assigned case number XXXX and told a representative named XXXX would follow up. That follow-up never happened. From late XXXX until XX/XX/XXXX, my account remained listed as under maintenance and I received no written update confirming the modification had been completed. I only found out on XX/XX/XXXX that the modification had actually been processed sometime in XXXX. 

Despite being told not to make payments and despite the case being escalated, Capital One continued to call and email me with threats of repossession. On XX/XX/XXXX, I was informed that my account is in the repossession department but has not yet been assigned to an agent. I was also told that a hold can not be placed until it is officially assigned for repossession. At no point were credit reporting or collections paused. 

Capital One reported a XXXX late payment in XXXX and submitted another past due entry on XX/XX/XXXX. That entry hit my credit report on XX/XX/XXXX and caused my score to drop by XXXX points. My loan balance was also increased by {$360.00} during this time. I did everything Capital One instructed me to do. I paid the required amount, waited for the system update, followed up consistently, submitted supporting documents, and waited on a promised call that never came. 

To make matters worse, the representative I spoke to in the XXXX of the XXXX on XX/XX/XXXX told me that once a CFPB complaint is submitted, XXXX management will not touch the case. I had demanded a call from a XXXX and was told a new case would be opened, yet no resolution has occurred and the mishandling continues. 

I am asking the Consumer Financial Protection Bureau to investigate this mishandling, including the failure to apply the loan modification in a timely and accurate manner, the continued collection efforts and credit reporting while the account was supposed to be on hold, and the complete lack of follow-through after the case was escalated.

Company response to consumer: Closed with explanation