Consumer complaint received 2026-06-02 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: CA

Complaint narrative:
I am filing a complaint regarding Capital One Auto Finances mishandling of my auto loan account following the total loss of my vehicle and failures related to GAP claim processing, which have now resulted in continued collection activity and risk of credit harm. My financed vehicle, a XXXX XXXX XXXX, was declared a total loss on or about XXXX XXXX XXXX Following the total loss, insurance and GAP claim processes were initiated. I completed all requirements requested of me and submitted all documentation requested by the GAP provider, Advantage GAP, on or about XXXX XXXX XXXX On XXXX XXXX XXXX, Advantage GAP informed me that my GAP claim had been denied because Capital One failed to provide required documentation and/or settlement breakdown information necessary to process the claim. I was specifically informed that the denial was not caused by any failure on my part. After learning of the denial, I contacted Capital One multiple times in an effort to resolve the issue. During these calls, Capital One representatives provided inconsistent and contradictory explanations, including that : * Capital One failed to provide required documentation; * documentation had been submitted incorrectly or incompletely ; * there was a mismatch involving the insurance settlement breakdown ; * Capital One would communicate directly with the GAP provider to resolve the issue ; and * no further action was required on my part. During a recorded call on or around XXXX XXXX XXXX, a Capital One representative informed me that Capital One had sent the required documentation to the GAP provider and explicitly stated that I did not need to take any further action. I was told Capital One would work directly with Advantage GAP and that resolution would occur within approximately 710 business days. I relied on these representations in good faith. Despite this, my account continued aging into delinquency and is now approximately 42 days past due with an alleged balance of approximately {$8000.00}. I continue to receive collection calls even after formally disputing the matter and escalating concerns to Capital Ones Office of the President. Capital Ones handling of this matter appears to have materially contributed to the denial and/or delay of my GAP claim, while simultaneously exposing me to delinquency, collection activity, and potential negative credit reporting for circumstances outside of my control. I am requesting the following relief : 1. Immediate executive review of this account and GAP handling ; 2. Suspension of collection activity while this dispute is investigated ; 3. Protection from negative credit reporting associated with this disputed delinquency ; 4. Removal/correction of any negative reporting caused by Capital Ones servicing failures or delays ; 5. A written explanation of what occurred and why required documentation was not timely provided to the GAP provider ; and 6. Resolution of the remaining disputed balance following proper GAP claim processing. I have maintained detailed documentation and recorded calls supporting my account of events, including statements from representatives acknowledging Capital Ones responsibility for handling required documentation and advising that no further action was required from me.

Company response to consumer: Closed with explanation