Consumer complaint received 2026-02-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
Before mid XXXX, I had never had any issues with my account with Capital One XXXX. I attempted to contact Customer Service at the beginning of XX/XX/XXXX, to request an extension for the months of XXXX and XXXX, due to resigning my employment because of medical issues. I'm sure I spoke with a representative from the XXXX because of her accent. When I asked about extensions, the representative stated Capital One Auto did not give extensions. Based on information found on XXXX that said they did, I called back and requested to speak with a representative in the US. I explained my situation of hardship and specifically requested 2 extensions. The guy advised he was able to approve one and that I'd have to call back to request the second one because my payment for XXXX was not yet due. When I called back at the beginning of XXXX, to request an extension for XXXX, the representative stated I was not eligible to receive an extension because I had just been granted one the previous month. I asked to speak with a Supervisor. The Supervisor aplogized for the misinformation provided earlier regarding the extensions and that I was not eligible for another, for the same reason. He waived a late fee instead. I called back at the end of XXXX, after my payment was submitted to request the late fee for XXXX to waived, but was told I was not eligible for that because I had just had one waived. Seeing how unhelpful Capital One Auto was with my loan, I decided to work the best I could to bring my account current. From XXXXXXXX XXXX, I was submitting an additional amount to cover late fees each month, to which late fees were not paid until XXXX. XX/XX/XXXX, I submitted payments for XXXX and XXXX with an additional XXXX to go towards principle. I was not able to allocate the payment amounts and principle online, which is how I always paid the loan. Finally, XX/XX/XXXX, I called Capital One Auto to inquire about the monthly carry over balance of {$550.00}, since XXXX. I first spoke with representative May ( another representative in the XXXX ), who wasn't sure what I was talking about in my payment history. I asked to speak with her Supervisor, XXXX, who transferred me over to US representative XXXX in Office of the President. XXXX and I had a pleasant conversation. She confirmed what I was talking about regarding the carry over amount and also saw that it was from the XX/XX/XXXX payment. She stated Capital One Auto 's system could only adjust back 90 days. I advised I was still within the 90 day period and she agreed. Based on the conversation, the XX/XX/XXXX payment was going to be reapplied by back end to ensure the additional amount was applied to the principle. I advised her I was aggressively paying my auto loan and inquired about attempting to submit another payment. XXXX said to wait, so as not to confuse back end and to avoid another payment needing to be adjusted. I waited until the XXXX and still did not see the discussed adjustment on the account. XXXX said she would follow up with the resolution to my case. I never heard back from her. I kept watching my account for the adjustment. I saw the payments AFTER the XX/XX/XXXX payment were all unnecessarily adjusted to reflect the same thing as before the adjustments occurred. XX/XX/XXXX, I called back the Office of the President and requested to speak with XXXX to follow up on the resolution to my case. She was unavailable, so I spoke with representative XXXX. XXXX confirmed my case with XXXX was closed, so I requested to open another case as there was no appropriate resolution to my case. XXXX insisted my payment history was appropriately adjusted and stated the majority of my XX/XX/XXXX payment had already been applied to principle. This was not explaining the montly carry over balance. I requested to speak with a Manager. XXXX submitted a manager call back request. He did not confirm another case had been created for me. I hung up and called back Customer Service and spoke with representative XXXX. XXXX knew exactly what I was talking about and said she would connect with her Supervisor to try and get a resolution. XX/XX/XXXX, I received a call back from XXXX and she stated she was able to connect with her Supervisor and they were going to submit an internal request for a credit to be applied to my account that would go towards principle. The request was due to not being able to adjust the XX/XX/XXXX payment, due to the system limitations of only being able to go back 90 days. XXXX stated this could take 2 weeks for resolution and that she would follow up with me directly. I advised if a resolution was not provided that I would further escalate my concerns to a regulatory agency for handling. XX/XX/XXXX, I received a manager call back request from XXXX in Office of the President. I explained my situation and where I was at. She stated a case in their office was most likely going to be created to provide resolution to my account. Why she did not take ownership of the situation left me confused. XX/XX/XXXX, I received a call back from XXXX advising they were still waiting for a response to the request for an account credit. XX/XX/XXXX, I called Customer Service to follow up on my case being handled by XXXX. I spoke with representative XXXX, who transferred me to his 'manager ', Escalations Representative XXXX XXXX XXXX confirmed XXXX was unavailable to assist and that he would look into the issue with XXXX. XX/XX/XXXX, I called to follow up again on my case with XXXX. I spoke with Escalations Representative XXXX. He confirmed there was no case being handled by XXXX or her supervisor and no resolution notated on my account to give. I requested a call back from a manager. Later that evening I received a call from escalations supervisor XXXX. He should've never called me. He was the worst one, having not previously reviewed my account for details regarding my issue and complaint. He wanted me to explain my situation for the XXXX time because my account was not properly notated nor handled. I asked him to review my account first and then give me a call back. He insisted on staying on the phone, sounding ridiculous and unexperienced as a leader. To make matters worse, he overtalked me when I was speaking only to never say anything of worth. I requested a call back from a more knowledgable supervisor that could actually assist me. I also advised him that if resolution was not provided that I would be escalating my concerns to a regulatory agency. I'm still waiting for resolution and the call back requested.

Company response to consumer: Closed with explanation