Consumer complaint received 2026-01-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
XXXXDispute Summary:\nI dispute liability for this account. Following my XXXX reinstatement payment, my XXXX XXXX XXXX remained non-operable and inaccessible after the scheduled XXXX release.I was denied the possibility to reschedule release to regain control Loss of use materially interfered with my ability to conduct business activities essential to my profession, delaying income generation. Documented losses including diagnostic, reinstatement, and loss of use exceed XXXX and continue to accrue daily, \n\nTimeline Of Events:\nXXXX XXXXThe car was repossessed from my residence. Tire marks left in the driveway suggest it was dragged. XXXX  requires dollies.XXXX called XXXX XXXX XXXX XXXX  I called asking about the deadline and pay structure of reinstatement given i didnt have full amount yet advised Capital One of my intent to reinstate before the deadlineXXXX  I called Capital One XXXX made the  reinstatement  payment\XXXX Tow Owner XXXX called scheduled release on XXXX XXXX XXXX Arrived at the tow yard after being told the vehicle was ready; I placed my keys,  phone down on the counter and instructed I needed ID  to sign release to get the car.\nAfter signing, I was instructed to wait in the parking lot for a car to be brought to me.\nThe car was driven out of the secured lot by the Tow driver and was parked  in the parking lot street.\nThe driver parked the car and stated the keys were in the cupholder while departing back to the office.\nI attempted to start the car to leave and was not able to move the car once in drive.\nI walked back inside the office and  explained that the car would not start.\nThe Tow Office lady sent the driver back out to inspect and he also could not start the car.\nWhen we came back inside I was told  the Tow companies\' key programmer would not be coming in today and would be back the following week.\n I asked  what I could do. The agent\'s response was to use insurance for a tow home or find a locksmith, before the car was towed by another company if left in the lot overnight.XXXX  i called Called Capital One who explained repossession reason behind making new keys if wasn\'t collected at time of repossession and recommended to go back to the tow office, given it was just a minor issue with the keyfob issue, that i should go back  they should be accommodating that it may be possible solution to reschedule pick up given agreement on no extra fees.\nWhen i came back to Tow office I asked If i could reschedule pick up and wait for programmer to come back and was told that since car was already released they could not put it back in their lot \n I asked Why I wasn\'t told that new keys had been programmed, that original keys could interfere or  any special handling requirements.\nTow agent shrugged  and stated the vehicle could not be held until the programmer returned the following week and instructed tow home or get a locksmith to make new keys. As they made keys already and couldn\'t keep the car for reschedule and it was already signed for.XXXX XXXX  I left and called Capital One to inform them of the Tow Company Response to which they say they will escalate to manager and case review; no resolution; added 34 business days for investigation.\n XXXX again at XXXX I contacted Capital One with notes to add about uncertainty of next payment given possible new tow fees and diagnostics repairs cost from current situation and future hardship from this.\nOnce home I also called XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  eventually came and helped diagnosis XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  arrived back at the car and found the tow company closed and the car was moved into a parking space no longer in the street. XXXX XXXX Arrived Began Diagnostic that  revealed 20+ fault codes, \nThe car  shows signs of mishandling: current faults, tire drag lines in driveway indicate improper towing for an XXXX  car, which requires dollies.\nFaults from diagnostic, XXXX XXXXXXXX XXXX XXXX XXXX XXXX  protection against tampering. Expected response implausible, Electric Vacum Pump, many more all new faults involving multiple other sensors faulting etc\nThe Conclusion was that new keys were ultimately useless given faults point tow-related damage, incorrect key programming, and a potential lender-activated kill switchXXXX XXXX XXXX for independent diagnostic confirming key/immobilizer issues and possible tow-related faults.XXXX XXXX i called Capital One inform of result and told issue would be noted also agent could not confirm kill switch suggest to wait for review advised i had no access to customer support who had access to my account. Since the account hasn\'t updated fully I\'m only limited to the reinstatement department which has limited info on my account. To call back XXXX following Tuesday"XXXX XXXX XXXX XXXX I emailed Capital One and XXXX XXXX XXXX I texted Tow Owner XXXX informing of situation\nXXXX XXXX  Called per instruction for result of escalation, told no new notes were made yet account still not in full current status still pending. Due to new Year Business would be closedXXXX XXXX missed called presidents office XXXX  called back Capital One presidents office representative read notes of issue and response was seems your calling about a key fob issue they never heard of a kill switch, suggested i contact dealership, and told tow damage is a civil issue. between me and the tow company not Capital One and the situation would be escalated and there would be another 3-4 day wait .\nAs of XXXX  \nI remain without possession, use, or control of the vehicle and still awaiting Capital Ones resolution.'

Company response to consumer: Closed with explanation