Consumer complaint received 2025-10-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT

Complaint narrative:
On XX/XX/XXXX I arrived home at about XXXX EST and around XXXX EST before work, I noticed my car was missing. I was very confused so I first reached out to the towing company first that services the private property I live on and they told me that they didn't take my car. I then reached out to my loan provider " Capital One Auto '' at XXXX EST and they told me they DID not have my car. The rep told me on a recorded line that my car was in the repossession department BUT not assigned to anyone yet giving me the false hope that there was still time to solve the matter before it actually got repossessed. I told the rep I would call back because it still was weird that my car was gone within such a short time frame. I called Capitol One again around XXXX EST and asked again, " are you guys sure you didn't take me car '' and this was after me reaching out to the XXXX Police Department who advised that they had no calls regarding my car be repo, towed in any accidents etc. After that I again called Capitol One back at XXXX EST and finally told the rep okay I don't know exactly where my car is but what can I do to get it out the repo dept. The rep advised me of my options which was basically to make a down payment to her the night t which I did and then she would place me on a 3 month payment plan which would secure the car and still further collections. I agreed and paid and got on a payment plan. I waited all night to see if anything or anyone would call me about my car. I also reached out to the police department several time for updates which remained the same NO calls in regards to my car. I have documented proof and sworn affidavits from officers that nothing about my car came in all night and I know by CT law repos are supposed to be called in to the local authority within XXXX hours of it be taken and this did NOT happen. Up until this day the police department again gave me documents stating that there is nothing in system or any calls that were made to them to report that the car was taken by whatever repo company Capitol One alleged hired. The next day XX/XX/XXXX I see my notifications from my mobile app that stated your vehicle has been repossessed. I immediately called them with my concerns, asking how could something like this happen, why was I mislead, told inaccurate information and etc. I was basically brushed off and deemed a " bad customer '' because I default on my loan. I tired to fight the repo being understating that yes I am behind but yes I also called agents several times to resolve the situation which I thought I did but guess not. I tired to escalate the matter to still get no resolve for this happening and basically they said " sorry '' for the wrong information and that those agents would get the proper feed back which does nothing for me or my situation cause they still have and took me car. I have now been making payments towards it and every time I call once again being told wrong information by agents on how much I owe and they wont even honor the down payment and add it towards my reinstatement the same day the took the car and told me they " didn't several times on recorded line. They try to say because my payment history and me falling behind was the reason for them to take it which made no sense because why allow me to get on a payment plan to secure my car and stop collections just to take it anyways and then charge me extra fees just to get it back? Why every time I call there is a discrepancy in the numbers and how much is actually due? Why doesn't the mobile app reflect how much I owe? The numbers change daily and when I call to find out why nobody seems to car or know. This is the worst experience ever with this company and if not resolved I plan to sue because a lot of thins in my situation was not okay and illegal. The car still to this day is not showing it was legally repossessed by the company they never even reported it to the police not them or the XXXX XXXX XXXX XXXX They should be ashamed of how the treat people who are trying. 

1.Let it be known they me gave false hope and still took my car away 2.They mislead me as a customer 3.Deemed me the " issue '' and " bad customer '' since I was behind in payments 4.Every agent I spoke to that night gave me the opportunity to go on a payment plan and assured me every single time on a recorded that the car was NOT repossessed and that they don't have. They hadn't assigned it out to get picked up even stated the minute the car was taken the repo company sends a instant alert advising they have the car or in the area to get the car or the car not there ( another lie I guess ) yet still deemed the repo valid cause I was still considered behind even thought THEY just put me on a payment plan the day before the company then alerted me that they took the car which happened on XX/XX/XXXX

Company response to consumer: Closed with explanation