Consumer complaint received 2025-11-12 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: NC

Complaint narrative:
Complaint of Auto and Bank XXXX XXXX XXXX XXXX XXXX Capital One Auto Finance Complainant ( s ) : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX, NC XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Respondents : XXXX XXXX XXXX XXXXXXXX XXXX XXXX Salespersons : XXXX, XXXX  XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) Capital One Auto Finance : XXXXXXXX XXXX XXXX XXXX XXXX XXXX  XXXX ID XXXX Incident Dates : XX/XX/XXXX XX/XX/XXXX Statement of Facts : On XX/XX/XXXX, I, XXXX XXXX, along with XXXX XXXX, contacted XXXX XXXX XXXX to purchase a XXXX XXXX. The salesman, XXXX, took our credit applications over the phone. Upon submission to Capital One Auto Finance, the bank contacted both of us to verify our addresses. 



We confirmed that : XXXX XXXX correct address is XXXX XXXX XXXX, XXXXXXXX XXXX  and XXXX XXXX correct address is XXXX XXXX XXXXXXXX XXXX XXXX 



The Capital One representative then informed the dealership that the deal needed to be rewritten with the correct addresses. We complied and provided proof of residence to the bank : XXXX XXXX water bill ( XXXX XXXX XXXX XXXX XXXX ) Gas bill ( XXXX XXXX XXXX XXXX XXXX ) These documents were emailed to XXXX at XXXX XXXX XXXX on XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX 's XXXX bill. 



On XXXX XXXX, another dealership employee, XXXX, called on his personal cell phone and stated that the bank would only fund the deal if both addresses matched. He instructed us to lie to the bank and claim that we lived at the same address ( XXXX XXXX XXXX ). I immediately told him we would not falsify information and that if the deal could not be registered correctly, I wished to cancel the transaction. 



I verbally communicated this to XXXX, who assured me a refund would be processed. I also emailed him on XX/XX/XXXX at XXXX, confirming my cancellation of the deal. 



Despite this, on XX/XX/XXXX, I received an email notification from Capital One indicating an active auto loan in my name. Upon calling Capital One, I was told not to worry, though I expressed that XXXX XXXX XXXX appeared to have continued processing the deal illegally. The deal was canceled. 



On XX/XX/XXXX, I was contacted again by a Capital One Auto Finance verification representative XXXX ID XXXX. During this verification call, it was discovered that XXXX XXXX XXXX had altered XXXX XXXX XXXX XXXX, changing his address from XXXX XXXX XXXX to XXXX XXXX XXXX, and resubmitted it to the bank to obtain fraudulent funding. 



This falsification constitutes document fraud and forgery. The dealership submitted falsified documents without consent and illegally obtained bank funding.

Capital Ones representative, XXXX, acknowledged that the fraud occurred but still insisted that I was responsible for the vehicle, even though the car was never delivered or in my possession. This response from Capital One demonstrates gross negligence, as they were made aware of verified fraud but failed to act to protect us. 



I subsequently obtained all documentation from Capital One confirming the falsified records. I have filed formal fraud charges with the XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX. 

XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX During this time, I was still being charged and made XXXX payments on the fraudulent account. I repeatedly informed Capital One XXXX XXXX ID XXXX, XXXX ID XXXX on their recorded phone lines that the deal was illegally executed, and requested that they cease billing and remove the fraudulent account, yet they failed to act. 



Both XXXX XXXX and XXXX XXXX are war veterans that suffer from severe documented service-connected XXXX. This incident has caused emotional distress, mental strain, and financial hardship due to both the dealerships fraudulent activity and Capital Ones negligence in handling the matter after the fraud was clearly identified. 

Requested Action : I respectfully request that the appropriate legal authorities : XXXX XXXX XXXX XXXX for fraud, forgery, and submission of falsified documents to a financial institution.

Investigate Capital One Auto Finance for negligence and failure to act upon verified fraud, resulting in continued financial and emotional harm. 

Pursue criminal charges as warranted against the responsible dealership employees. 

XXXX XXXX XXXX to both XXXX & XXXX XXXX from Capital One Auto Finance and XXXX XXXX XXXX Owner XXXX XXXX

Company response to consumer: Closed with explanation