Consumer complaint received 2025-06-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
I am filing this formal complaint against Capital One Auto Finance regarding the mishandling and unauthorized redirection of a {$2000.00} principal payment made to my auto loan account on XX/XX/year>. The actions ( and inactions ) taken by Capital One representatives have resulted in financial loss, emotional distress, and what I believe to be gross negligence or potential fraud. 
Background : - On XX/XX/year>, I submitted a {$2000.00} payment to the principal of my auto loan with Capital One, using my TD Bank account. 
- In XX/XX/year>, after noticing the funds had not been applied to my loan, I contacted Capital One. I was informedincorrectlythat I had called and requested the funds be returned to me via check. 
- I denied ever making such a request and instructed that the funds be returned to the original TD Bank account used for the payment. 
- Days passed with no return of funds. I called again, and was told an investigation would be opened and that I would receive a callback. No such callback was received. 
Escalation : - I continued contacting Capital One repeatedly. Representatives claimed the funds were returned to my TD account, which I verified was not true.

- I initiated a three-way call between myself, a Capital One representative, and a TD Bank representative . It was confirmed that Capital One had sent the funds to an unrelated account number.

- Capital One then claimed the matter was escalated to the Office of the President, and I would receive a response within five business days. I did not receive any call or follow-up.

- On the fifth day, I contacted the Office of the President myself and spoke with a representative named XXXX, who informed me that the funds had been transferred to an account at XXXXXXXX XXXX, supposedly at my request. 
Critical Issues : XXXX. I have never had an account or any affiliation with XXXX XXXX 
XXXX. I never authorized or requested that the {$2000.00} be sent to any XXXX XXXX or XXXXXXXX XXXX-linked account. 
XXXX. XXXXXXXX XXXX has since confirmed that the account in question is associated with a XXXX XXXX account, over which I have no control or association. 
XXXX. Despite my efforts, Capital One has repeatedly failed to provide : - A clear explanation of how this misdirection occurred ; - Any evidence that I authorized the transfer ; - A resolution or return of the misappropriated funds. 
Damages and Relief Sought : To date, I have spent over XXXX hours in phone calls and documentation efforts with XXXX XXXX and XXXX XXXX XXXX XXXX representatives have been dismissive, unresponsive, and in some cases, unprofessionaldespite my long-standing relationship with the institution. 

I also contacted XXXXXXXX XXXX directly. They confirmed that the account number provided by Capital One is associated with a XXXX XXXX account. 

At this point, I am at a {$2000.00} loss, with no clear direction on how to proceed or who to turn to for resolution. I am urgently seeking help to recover these funds and would appreciate prompt action and communication on this matter. 

I am requesting : XXXX. XXXX recovery and return of the {$2000.00} payment to my loan account or original bank account. 
XXXX. A full written explanation and timeline of actions taken by XXXX XXXX concerning the handling of these funds. 
XXXX. An internal investigation into how this misdirection occurred and what safeguards failed. 
XXXX. Compensation for the time, effort, and distress this has caused. 
XXXX. Notification of any potential fraud and assistance in reporting if personal information was compromised.

Company response to consumer: Closed with explanation