Consumer complaint received 2026-01-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Voluntary repossession
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL

Complaint narrative:
Complaint Summary This complaint is related to prior CFPB case XXXX, which was closed based on Capital One Auto Finances response. Since that time, I have obtained new evidence including a police report, call log details, and documentation of date discrepancies proving that the repossession was initiated by an unauthorized party impersonating me. Capital One deleted my phone number from my account, failed to authenticate the caller, and submitted inconsistent records to the CFPB. These actions violated consumer protection laws, disregarded an active order of protection, and caused direct harm to my familys safety and my credit. 

What Happened I was in communication with Capital One Auto Finance about my financial hardship and made payments to demonstrate goodfaith effort : {$400.00} on XX/XX/year>, {$1000.00} on XX/XX/year>, {$300.00} on XX/XX/year>, and promised {$370.00} on XX/XX/year>. Despite this, on XX/XX/year>, an unauthorized party impersonated me and called Capital One at XXXXXXXX XXXX to request voluntary repossession. 
Customer service later confirmed to me and to a police officer taking my report that the call came from XXXX, which is not my number. My number is XXXX. The call was documented as a male voice, while I am female. Capital One deleted my phone number from my account and acted on this unauthorized request. Their escalations team confirmed the call details directly to law enforcement. 
On XX/XX/year>, I made a payment to reinstate my account. On XX/XX/year>, at XXXXXXXX XXXX I picked up my vehicle after finally receiving the repossession companys address by email. The vehicle release document I signed was dated XX/XX/year>. Yet Capital One submitted a Notice of Redemption dated XX/XX/year> sent days after I had already picked up my car certified mail describing retrieval options that were no longer relevant. This proves their records are inconsistent and misleading. representatives told the officer they couldnt take it from there and instead arranged to pick it up from your home. This distinction matters : it still demonstrates * * unauthorized instructions were given * *, but also that Capital One acknowledged the workplace was offlimits and yet still carried out repossession at your home, which endangered your children. 

Capital One also violated the active * * order of protection * *. While they stated they could not take it from there, they instead arranged to pick it up from my home, which still endangered my minor children whose car seats were inside, leaving me without safe transportation. 

Capital Ones actions facilitated domestic violence through financial abuse. The impersonator was under an active order of protection, and Capital One enabled him to interfere with my account. Their representatives advised the responding officer that the caller instructed repossession from my workplace a prohibited area under the order and while they stated they could not take it from there, they instead arranged to pick it up from my home. This endangered my minor children whose car seats were inside, left me without safe transportation, and caused public humiliation. 
Despite my hardship communications and payments, Capital One insists I personally requested repossession and refuses to substantiate their claim with the call log or voice recording. Their failure to authenticate the caller, who was not on my loan or an authorized signer, enabled financial abuse, violated consumer protection laws, and caused direct harm to my familys safety and my credit. 


Capital One also violated the active order of protection by causing public humiliation. They ultimately took the vehicle from my home, endangering my minor children whose car seats were inside, leaving me without safe transportation. 
Despite my hardship communications and payments, Capital One insists I personally requested repossession and refuses to substantiate their claim with the call log or voice recording. Their failure to authenticate the caller, who was not on my loan or an authorized signer, enabled financial abuse and caused direct harm to my familys safety and my credit. 

Resolution Requested I request that the company : - Correct the record to reflect that I did not request voluntary repossession of my vehicle, and acknowledge that the repossession was initiated by an unauthorized third party. 
- Produce and provide the call log and voice recording from XX/XX/year>, to substantiate their claim that I requested repossession. 
- Remove all references to voluntary surrender from my account history and credit reporting, as they are inaccurate and harmful. 
- Reverse all fees, deficiency balances, and negative credit impacts resulting from the wrongful repossession. 
- Correct the date discrepancies in their records, including the vehicle release form dated XX/XX/year> ( when I signed and reinstated ), versus the XX/XX/year> letter they submitted to the CFPB, which inaccurately described retrieval options after I had already picked up my car. 
- Implement safeguards to prevent unauthorized parties from impersonating me or accessing my account, including stricter identity verification protocols. 
- Provide written assurance that repossession or account actions requested by unauthorized third parties will not be accepted or acted upon in the future. 
- Confirm compliance with consumer protection laws by ensuring that my borrower rights are respected and that inaccurate or misleading records are corrected. 
- Investigate and document why Capital One failed to authenticate the caller, deleted my phone number, and violated the order of protection by repossessing from prohibited areas. 
- Request and review the police report to validate my statement and the confirmation their representative gave to law enforcement. 

Supporting documents including the vehicle release form, police report, payment receipts, repossession company email, and order of protection are available upon request.

Company response to consumer: Closed with explanation