Consumer complaint received 2024-07-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: CAPITAL ONE FINANCIAL CORPORATION

Complaint narrative:
I have an auto loan with Capital One Auto Finance I had to move from XXXX to XXXX last year. When I spoke to them several times over the course of 8 months, in regards to obtaining my title to be able to register it in XXXX, they always just need one more piece of documentation or information. And then they told me I can not register the vehicle " overseas ''. 

I got a loan from a XXXX XXXX  ( XXXX XXXX  XXXX XXXX ) to pay off the remaining balance ( around XXXXXXXX XXXX XXXX XXXX XXXX  ) and contacted Capital One Auto on the best way to get that money to them. The agent I talked to gave me explicit account numbers and addresses to make the wire transfer payable to. They would not send an email or notification with the details, I had to copy them down and related them to the agent to verify that the numbers were correct. 

I took that information to my bank ( XXXX  XXXX XXXX XXXX ) and the teller entered it all identically to how I had it written down. The amount that came out of my debit account was XXXX XXXX dollars. There was a fee from my bank of XXXX XXXX  so the total wire transfer amount was {$27000.00} XXXX  This sent to the Capital One Auto Finance account with XXXX  XXXX XXXX on XX/XX/year>. It was accepted into the Bank XXXX XXXX account on XX/XX/year>. 

The wire was sent in XXXX Dollars, so I don't have the exact number that was deposited in the XXXX  XXXX XXXX account, because it was converted by XXXX  XXXX XXXX and I don't have a way to verify that. 

When I first started calling the week of XX/XX/XXXX, the Capital one agents told me to be patient and that it could take several business days for the payment to be posted to my account. No agent was able to confirm that the money had been received because that was another department, but not one they were allowed to let customers talk to. 

After 30 days XXXX  XXXX XXXX has a policy which states that only an account manager who has authorization can look up the wire transfer farther back. 

At this point I was directed to verify the details with my bank. I was asked to fax over the details of the wire transfer leaving my debit account, and the receipt of the wire transfer going from my debit account to Capital One Autos XXXX XXXX XXXX account. 

After faxing these details several times, they suggested I ask my bank to do a remittance of the transfer, which XXXX XXXX XXXX XXXX did, but the requested was denied with no explanation. 

I have tried several times to speak to anyone beyond a first support level, but have been largely unsuccessful. And because I have not made any further payments, the send all my calls to the debt resolution centre which can do even less for me. 

I was finally able to get on agent to open a case with the missing payment resolution / escalation team. The escalation team immediately closed my case saying there was not enough documentation. So I faxed it all over again with a letter explaining why they should resolve this, and that case was re-opened and now it has been XXXX weeks and I fear they will close the case with no change again. 

The same agent that I spoke to that got the case opened was able to locate the payment in the Bank XXXX XXXX XXXX and we realized the problem of the conversion from CAD to USD for the XXXX USD. 

I believe there are XXXX problems : XXXX. I was not told to indicate which account ( mine ) was to be associated with the wire transfer in the notes XXXX. The search tools for the payment is by exact dollar amount, but because it was converted from CAD to USD, no one is able to match up the payments. 

If you can get them to either apply the payment to my account or refund the transfer, I would greatly appreciate it. I have been unable XXXX XXXX my vehicle for over a year because I can not register it in either the XXXX or in XXXX.

Company response to consumer: Closed with explanation