Consumer complaint received 2026-04-22 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: TX

Complaint narrative:
XXXX. Purchase and Financing Transaction ( XX/XX/XXXX ) The consumer initially engaged with Sales Representative XXXX XXXX at XXXX XXXX XXXX for a test drive of a XXXX XXXX XXXX. Due to dissatisfaction with the condition of that vehicle, the consumer was offered a XXXX XXXX XXXX XXXX XXXX XXXX XXXX Prior to entering into the transaction, the consumer expressly stated that no additional warranties or optional products were desired. The consumer agreed to purchase the vehicle for approximately {$19000.00}, inclusive of taxes and title fees, based on a pre-qualified financing offer through Capital One. The transaction was represented as an as-is sale with no additional services. During the financing process, the consumer reiterated to XXXX XXXX XXXX XXXX that no additional products were to be included. Notwithstanding these clear instructions, the following products were added without informed consent : XXXX XXXX XXXX {$690.00} Vehicle Service Contract {$3700.00} These charges total approximately {$4400.00} and were included without proper disclosure or authorization. The consumer further disputes the authenticity of signatures associated with these contracts, as they do not appear consistent with the consumers signature. Additionally, XXXX XXXX represented that vehicle service coverage up to XXXX miles at XXXX dealerships was included, without disclosing that such coverage required the purchase of a separate paid contract. The consumer only agreed to GAP coverage in the amount of {$1000.00}. The consumer was not provided copies of any executed contracts at the time of purchase. XXXX. Failure to Provide Documentation ( XX/XX/XXXX ) On or about XX/XX/XXXX, the consumer requested copies of all transaction documents from the dealership. No response or documentation was provided. XXXX Financing Discrepancy ( XX/XX/XXXX ) On XX/XX/XXXX, the consumer received a statement from Capital One reflecting a financed amount of {$24000.00}, significantly exceeding the agreed purchase price of approximately {$19000.00}. Subsequent attempts to obtain clarification from the dealership were unsuccessful and resulted in inconsistent explanations. The consumer has identified an aggregate discrepancy of {$5400.00} attributable solely to third-party products and services. This amount is separate from additional pricing discrepancies within the contract and raises substantial concerns regarding the accuracy and legitimacy of the financed amount. XXXX. Dealership Visit and Refusal to Cancel ( XX/XX/XXXX ) The consumer returned to the dealership and was provided incomplete documentation. Upon review, unauthorized services were identified within the contract. When these concerns were raised, XXXX XXXX XXXX XXXX and XXXX XXXX XXXX refused to cancel the services, stating that the contract had been signed and no further action could be taken. XXXX. Attempts to CanceXXXX XXXXParty Products ( XXXX XXXX XXXX XXXX The consumer independently contacted third-party providers : The Vehicle Service Contract provider confirmed the contract and provided cancellation procedures. XXXX XXXX ( XXXX provider ) confirmed that no contract exists under the consumers name or VIN and that no payment had been received from the dealership. Despite being charged, the XXXX product was not properly established. The dealership subsequently provided a cancellation form from XXXX XXXX, an entity not associated with the transaction. Verification with XXXX confirmed no relationship with XXXX XXXX XXXX. The consumer possesses supporting evidence, including recorded communications, indicating that misleading information was provided. XXXX. Pricing and Disclosure Discrepancies The consumer identified material inconsistencies in transaction documents : Buyers Order lists : Vehicle price : {$17000.00} Vehicle preparation fee : {$670.00} Sales tax : {$1100.00} Form XXXX ( XX/XX/XXXX ) reflects : Sales tax : {$1100.00} Total : {$19000.00} ( without itemized breakdown ) This results in an implied vehicle price of approximately {$18000.00}, creating a discrepancy of approximately {$1300.00}. Additionally, a Debt Cancellation Agreement Fee of {$1000.00} appears on the form but was not disclosed in the Buyers Guide or explained prior to signing. These inconsistencies resulted in an inflated financed amount and raise concerns regarding disclosure and transparency. XXXX. Cancellation of Products Global Administrators ( XX/XX/XXXX ) On or about XX/XX/XXXX, the consumer independently obtained cancellation approval for : Vehicle Service Contract {$3700.00} XXXX Product {$690.00} These cancellations were processed through Global Administrators. The consumer was advised that refunds would be issued by XXXX XXXX XXXX within XXXX XXXX XXXX weeks. The XXXX XXXX product remains unresolved, with no contract or proof of payment identified. XXXX Financing Institution Review Concerns ( XX/XX/XXXX ) On XX/XX/XXXX, Capital One concluded its internal review and determined that no illegal practices occurred. The consumer asserts that this determination was made without a reasonable or good-faith investigation. Specifically : No supporting documentation or evidence was provided. Key discrepancies, including the absence of a valid XXXX contract, were not addressed. The institution adopted the dealerships position without independent verification. Given the ongoing business relationship between the parties, this raises concerns regarding the independence and adequacy of the review process. As a result, the burden of resolving the dispute has been shifted to the consumer, who has been forced to pursue regulatory and legal remedies.

Company response to consumer: Closed with explanation