Consumer complaint received 2025-12-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MO

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, AL XXXX XXXX XXXX Summary of the Issue : Capital One Auto Finance has repeatedly refused to provide legally required repossession documents, blocked my right to redeem my vehicle, mishandled my personal propertyincluding missing cash and an XXXX gold dental grilland provided contradictory or false information about the status of my vehicle. Their representatives, including those in the Office of the President, closed escalations without resolution. My vehicle was also transported to auction on the same day I paid the redemption amount, preventing me from recovering it. 

Full Chronological Complaint Narrative XX/XX/XXXX Repossession of My Vehicle My vehicle, a XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Account XXXX, was repossessed in XXXX, Alabama. 
The repossession agent admitted : They did not inventory all personal items. 

They could not access the truck bed because the vehicle sat too high. 

They left items inside the broken glove compartment. 

They did not have the original key, meaning the vehicle may have been improperly towed and possibly damaged.

My personal property was mishandled. When property was returned later, my XXXX cash envelope was empty. It previously held {$1700.00} ( emergency funds + flooring funds ). 
My XXXX gold grill, covering 8 top and 8 bottom teeth, purchased for {$1200.00} from XXXX XXXX in XXXX XXXX, was also missing. 

XX/XX/XXXX Payment of Redemption Amount I paid the full redemption amount required by Capital One. 
I was told that if payment was made by XX/XX/XXXX, I would receive my vehicle back. 

However, Capital One sent my vehicle to auction at approximateXXXX XXXX XXXX  on XXXX, the same day I paid, and later stated they could not locate my vehicle because it was in transit. 

This directly interfered with my right to redeem the vehicle. 

XX/XX/XXXX Attempt to Obtain Repossession Documents I contacted Capital One to obtain the documentation I am legally entitled to after repossession. 

Representative XXXX XXXX told me : I needed to call the repo company for the documentation, even though Capital One is the lienholder responsible for providing such documents. 

I was also told that Capital One requested the vehicle be moved to auction, preventing me from exercising my redemption rights. 

XX/XX/XXXX Multiple Calls With Capital One Representatives At XXXX XXXX, I spoke with XXXX ( ID : XXXX ). He stated : I can not obtain repossession documents. 

He can not expedite my account. 

He provided no assistance regarding my missing property or rights. 

Later, XXXX ( ID : XXXX ) stated : She can not give me the documentation. 

The XXXX XXXX XXXX XXXX is not available to customers. 

The tow receipt and invoice are not available to customers. 

No Notice of Repossession could be provided.

She confirmed : A Notice of Default/Right to Cure dated XX/XX/XXXX A Notice of Intent to Sell dated XX/XX/XXXX but I still have not received a redemption letter, which is required to understand how to reclaim my vehicle. 

She also stated she can not expedite anything. 

The Office of the President closed my escalation without resolving any issues. 

I then spoke with XXXX ( ID : XXXX ), who : Refused to release any repossession-related documents. 

Directed me to call XXXX XXXX House ( XXXX ) with reference XXXX. 

Provided no resolution regarding my vehicle or personal property. 

Violations & Harm 1. Failure to Provide Legally Required Notices Capital One has refused to provide : Repossession packet Tow company info Tow receipts/invoice Redemption letter Itemization of fees Notice of sale Confirmation of reinstatement rights These documents are required for me to understand and exercise my rights.

2. Denial of Right to Redeem My full redemption amount was paid, but Capital One : Sent the vehicle to auction that same morning, Failed to provide a redemption letter, Failed to halt the sale process, Stated they could not locate my vehicle.

This is a direct violation of my consumer rights.

3. Mishandling of Personal Property Capital Ones repo agent : Did not complete a lawful chain-of-custody inventory Left property in the vehicle Returned an empty Chase envelope that previously contained {$1700.00} in cash Failed to return my XXXX gold grill valued at {$1200.00} Incomplete inventory of the truck bed This constitutes negligence and conversion ( civil theft ). 

4. Improper Closing of Escalation The Office of the President closed my case without : Investigating missing property Providing documentation Resolving inconsistencies Assisting with redemption 5. Financial Harm Because Capital One prevented me from retrieving my vehicle : I lost a {$3500.00} flooring job scheduled for XX/XX/XXXX I potentially lost a $ XXXX furniture delivery contract in XXXX XXXX I could not complete required onboarding steps for a trucking contract I could not travel to secure two XXXX leases needed for work This has caused significant and ongoing financial damage. 

Requested Resolution I request that the CFPB require Capital One Auto Finance to : Immediately provide all repossession-related documents, including : Tow company info Tow receipt/invoice Repossession packet Full itemization of fees Redemption letter Notice of sale Return my vehicle or halt auction proceedings until redemption rights are honored. 

Conduct a full investigation into the mishandling of my property and : Reimburse the {$1700.00} missing from my envelope Reimburse the {$1200.00} gold grill Compensate me for financial losses caused by XXXX XXXX delays and refusal to provide documents. 

Reopen my escalation with the Office of the President and assign a senior specialist.

Provide goodwill removal of all late payments, as my delinquency occurred due to injury and the government shutdown delaying payments.

Company response to consumer: Closed with explanation