Consumer complaint received 2026-04-11 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: VA

Complaint narrative:
Summary This complaint involves : - - Multiple unauthorized addons - Mismatched buyers orders between the dealership ( that I was " shown '' ), DMV, and Capital One - Digital signature discrepancies on key documents ( XXXX ( page 1 of 5 and page 5 of 5 ), Buyers Order ( page 2 of 5 ) ) - Dealership misrepresentation and nondisclosure - Failure to provide required disclosures and EV Form at the time of sale - Capital Ones delayed, inconsistent, and incomplete responses since XX/XX/XXXX - Pressure from XXXX XXXX representative to communicate only by phone, despite repeated requests for written communication - A police report confirming concerns about mismatched and unauthorized signatures- DMV confirmation that the dealership submitted a buyers order that does not match the one Capital One provided to me and holds at hand - EV tax credit discussed at the dealership but never documented, applied, or reflected in the funded loan - A falsified down payment ( a payment I never made ), which Capital One is now claiming as in lieu of the EV tax credit TIMELINE ( to the best of my knowledge as documented ) XXXX XXXX. XX/XX/XXXX - Purchased a XXXX from XXXX XXXX XXXXXXXX XXXX XXXX Original Lender = Capital One XXXX. XX/XX/XXXX - Refinanced to XXXX ( and have been making my payments on time since and till date ) XXXX XXXX. XX/XX/XXXX ( the trigger that started it all ) - Received a letter from " XXXX XXXX '' about " theft protection '' to be cancelled by XX/XX/XXXX, as the dealer has been unresponsive to send the payment since XX/XX/XXXX - called dealer to express the above. Dealer stated the check has been sent XXXX. XXXX. XXXX XXXX Called " Gold standard '' and they confirmed complete cancellation as no payment received XXXX. XX/XX/XXXX thru XX/XX/XXXX - intermittently continued communication with the dealership about the resolution to above XXXX. XX/XX/XXXX- went in person and was assured that the theft protection was active, while being offered another theft protection.. I submitted a written note NOT authorizing reinstatement, called " XXXX XXXX '' to note non-authorization of reinstatement XXXX. XX/XX/XXXX - Called Capital One and asked for itemized invoice/Buyers Order. Capital One manager gave me an email id to send my complaint and request to : XXXX XXXX. XX/XX/XXXX- emailed Capital One and stated the improperly charged storage fee and theft protection - filed complaint with XXXX in regards to refund for the above and an improperly charged {$3000.00} Storage Fee. ALSO, requested that the dealership email and mail me a copy of the Buyers Order for my records, as I was not provided one at the time of purchase. XXXX. XX/XX/XXXX - called Capital One to get some update on the above, and sent another email to clarify that the above complaint is new and it has nothing to do with XXXX XXXX ( as I have already received a refund for that ). The took note of it and asked to call back in XXXX weeks XXXX. XX/XX/XXXX - XX/XX/XXXX - continued updating Capital One and requesting Buyers Order. Sent an email to Capital One stating that, " ... the documents provided to me on the usb do Not include an itemized invoice. ( so there is nothing that shows " theft protection '' at my end ) XXXX. XX/XX/XXXX - Sent another email to Capital One with Additional findings and Details regarding a ) Falsified Down Payment b ) Price Inflation with DMV sales price recorded at XXXX while Capital One XXXX shows XXXX c ) Missing EV Tax credit documentation d ) Hence, requesting investigation number for my case. XXXX. XX/XX/XXXX- Received the refund check for the " Theft Protection '' ONLY and not the storage fee XXXX. XX/XX/XXXX - Called " Preferred Warranties '' that holds Extended Warranty ( EW ), only to find out to my astonishment, that the EW had been canceled by the dealer on or around XX/XX/XXXX WITHOUT my authorization and with no update provided to me XXXX. XX/XX/XXXX - Requested Refund for XXXX directly from dealer and was told that " I had authorized the cancellation and the cancellation was rolled back into my loan '' ( this does not stand correct ) XXXX. XX/XX/XXXX - Got a call from Capital One XXXX XXXX with my case assigned to XXXX XXXX and she took my intake notes and said she would mail me the Buyers Order XXXX. XX/XX/XXXX ( Friday ) - Capital One XXXX XXXX XXXX called and said that the Dealership Relations XXXX has reviewed my contract and it appears fine. I told her that it will appear fine mathematically but I am presenting concerns and discrepancies ' that are not visible from a simple mathematical review including mismatched buyers orders, missing disclosures that I was never shown before signing, falsified down payment, missing EV credit documentation, unauthorized add ons etc. - received an overnight refund check for cancelled XXXX - Also called DMV to query the sales price reported. I was told that I should wait to receive the Buyers Order and call back to compare - reached home and received the Buyers Order in mail from Capital One ( probably the XXXX requested from XX/XX/XXXX ) but DMV was closed by now to call back and compare XXXX. XX/XX/XXXX ( Monday ) - Went to police station to file a mismatch signature complaint. The Buyers order that was never provided to me and that I had never seen, showed my digital signature. In regards to the contract, I WAS Only provided page 1 of 5, and page 5 of 5 - BOTH pages show my ink signature at 5 places, in the paperwork I have. Whereas the contract sent by Capital One shows my digital signature ( i did not do ) also in 5 places. Both versions are signed by the same rep from the dealership! Also noticed the templates were a mismatch. Police gave me a report number = XXXX - Called Capital One customer service and asked them to input a note in my records regarding the police report number and inform the XXXX XXXX of the same - At XXXX, for Capital One XXXX XXXX XXXX, left XXXX messages to maintain continuation ( as each message was being disconnected after a minute and half ), requesting cross document review and compliance review and left the police report number. XXXX. XX/XX/XXXX - called DMV again and they read and confirmed the Buyers Order that they hold for my vehicle. Comparison revealed that the DMV Buyers Order did Not match the one I received from Capital One. The DMW buyers order included a charge for " Appearance Protection '' = {$6600.00} ( I was taken aback as I had never heard of it, and never authorized it and had no paperwork in regards to who held this asset for me )- DMV sales price confirmed at XXXX and the Total amount with tax, XXXX, XXXX et al, confirmed at {$41000.00} ( this is not the amount financed by the original lender. The amount financed by Capital One = {$37000.00} ). - Emailed the dealership requesting refund for the " Appearance Protection '' that I never had authorized - Dealership responded that the " Appearance Protection '' was a " Paint Protection '', and that I did authorize it IN WRITING and that I should not contact them again in regard to this matter. ( paint protection for {$6600.00} seriously?! ) - I responded to the dealership asking for the Buyers Order that shows the above as itemized. In addition I requested a copy of the written paperwork signed by me and the contact information the the third party holding this contract- I have sent them 3 reminders for the same from XX/XX/XXXX thru XX/XX/XXXX and am still awaiting response - For Capital One XXXX XXXX XXXX, I left a voicemail stating the above concern XXXX. XX/XX/XXXX - Filed a complaint with MVDB regarding the unauthorized " Appearance Protection '' and requesting refund for the same and also requesting Buyers Order from the dealership that shows this protection as itemized- Emailed Capital One the police report and the mismatch signatures with attached screenshots of the different versions of the template and the different signatures- To Capital One XXXX XXXX XXXX, left a voicemail that my original email complaint to Capital One was filed on XXXX and never received any acknowledgement on that XXXX, while I was provided a case number on XX/XX/XXXX, and also to please acknowledge receipt of my recent emails and voicemails. XXXX. XX/XX/XXXX - received voicemail from Capital One President Office rep acknowledging receipt of my messages and to give her a call back - Later during the day, left voicemail for Capital One President Office rep that I prefer communication over platforms that provide for documentation, like email, text or voicemail. Additionally because I am not available for stretched live calls due to my work ( this I knew because the last 2 times she called, it was ad hoc and lasted for over an hour ) XXXX. XX/XX/XXXX - Received XXXX voicemail from Capital One XXXX XXXX rep, pressuring me to call back and that she is unable to text, email and/or leave detailed voicemails. She also stated that she in Not able to help me if I do not indulge in a live call with her. She stated that I not leave voicemail and that she is not able to keep up with my voicemails. Although I have only been leaving a Single voicemail for past 3 days only. The only stretched voicemail was on XX/XX/XXXX ( please see above ) ). I felt a bit perplexed because it seemed to constrain me into undocumented phone conversations during an active dispute with a police report on file, despite my repeated requests for written communication to ensure everything is properly documented. - Left a voicemail for Capital One President Office rep that All the other regulatory agencies I have been working with, including the Police Officer, have been communicating with me via email and/or text and if she is not able to use a platform that allows written communication, then to please escalate my case to a supervisor and/or the Senior Resolutions QUESTIONS Q1. - The XXXX credit was to be applied to vehicles below sales price of $ XXXX. Since the sales price reported to Capital One on XXXX is {$47000.00}, how can Capital One XXXX XXXX XXXX XXXX that the XXXX is for the XXXX credit ( as a vehicle above $ XXXX makes the vehicle ineligible for the XXXX credit )? XXXX. - I asked Capital One rep, that should I not be provided an IRS form if the XXXX was for XXXX Credit, she stated she was not aware of those requirements so how can she be so sure about the XXXX down payment being in lieu of XXXX Credit? XXXX. - The dealership advertised the vehicle at {$24000.00}. During my contract signing phase at the dealership, this I was told was specifically done so that customers can benefit from the XXXX XXXX. If the XXXX credit ( {$4000.00} ) was applied correctly and all I purchased were Gap insurance ( {$1200.00} ) and EW ( {$5100.00} ), and then including other mandated fees ( processing fee ( {$990.00} ), e-filing ( {$15.00} ), sales tax ( ~ {$1000.00} ), and registration ( {$150.00} ) ... not sure if I am missing anything... ) then how come the sales price on my loan went up to {$37000.00} with Capital One? XXXX. - XXXX templates exist. XXXX that I was provided and I signed in ink. The other template provided to Capital One that shows my signature in digital format ( which I did not do ) ; Why did the dealer individually sign both templates as well? XXXX - I asked XXXX how shall I show this EV credit on my XXXX taxes and he stated that I can not else it will be a double charge ; how so and why? XXXX. I WANTED TO give down payment to the dealer ( ( I have text messages to prove my statement and dealer rep response ). The dealer rep continued to refuse it and stated that down payment can ONLY be directed to Capital One- is that correct? XXXX. Despite the above stated in XXXX, the dealer applied a down payment of $ XXXX - attributed to what? XXXX. - " Theft Protection '' does NOT show up in the Buyers Order supplied to Capital One, yet I received a letter from " Gold Standard '' that it was canceled. The dealer also confirmed that " it was active '' and also proceeded to refund me for it ; if it does not show up in the Buyers Order to Capital One how did this asset even exist? XXXX. - XXXX Confirmed a charge attributed to " Appearance Protection ''. If such does not appear as itemized in the Buyers Order sent to me by Capital One then how does it exist in the Buyers Order at DMV? and that too to such and extensive amount of {$6600.00}? XXXX. - The dealer claimed in an email, that they have my WRITTEN authorization for the " XXXX XXXX '' ; Then why not send me the Buyers Order that shows the same, send me the third party information that holds it, and my signed authorization form? XXXX. Is it acceptable for a Capital One representative from the XXXX XXXX to leave voicemails with no substantive information or requests for documentation, but instead leave repeated messages insisting on a live phone call, creating anxiety and pressure during an active dispute involving mismatched signatures and a police report? and considering the fact that I am already managing multiple agencies, work responsibilities, and routine obligations... XXXX. - Is it acceptable for a Capital One representative from the XXXX XXXX XXXX XXXX, to refuse communication on written platforms, and almost threaten that she can not help me unless I agree to undocumented phone calls, especially during an active dispute involving mismatched signatures and a police report? ( All this despite my request to keep the communication documented and transparent if needed in ongoing case review ) To the best of my ability and research, I hope I have covered it all and leave the rest to your expert judgement. Greatly humbled by your time and effort in reading my extensive statement.

Company response to consumer: Closed with explanation