Consumer complaint received 2026-04-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with signing the paperwork
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN

Complaint narrative:
Company : Capital One Auto Finance Product : Auto Loan/ Refinance Issue : Incorrect information, repeated operational errors, poor communication, and mishandling of account documentation Desired Resolution : Immediate correction and processing of title documentation ; confirmation of accurate loan handling ; acknowledgment of operational failures ; assurance that no further action is required from me ; and investigation into XXXX XXXX systemic process issues. Complaint : I am filing this complaint due to repeated operational failures by Capital One Auto Finance throughout my auto refinance process which started in XX/XX/year>, which have caused significant inconvenience, confusion, and concern about the companys ability to securely and competently manage my financial accounts. XXXX. Repeated Errors with Required Title Documentation Capital One has now requested that I submit the XXXX XXXX XXXX form XXXX separate times, despite the fact that I completed and returned each form immediately upon receipt. Each form was prefilled by Capital One, and each time the errors originated entirely from their side : - First form : Only my name was printed and so only I signed, even though the title includes both myself and my husband as owners. - Second form : Arrived with a generic letter indicating there was an error with the first form, but with no explanation of what was wrong with the first. We determined independently that my husbands name was missing, so we handwrote it and both signed. - Third form : Finally, included both names printed correctly on the form. We both signed and mailed it back on XX/XX/year>. Despite these errors being XXXX XXXX responsibility, the letter accompanying the third request implied that we had not been compliant with my obligations. This is inaccurate and inappropriate. I have met every requirement promptly ; the delays are entirely due to XXXX XXXX repeated mistakes. XXXX. Misleading and Contradictory Information from Representatives Before the loan was approved, I experienced : - Multiple calls to obtain basic information that had previously been provided and should have been consistent and accessible. - Contradictory or incorrect guidance from different Capital One representatives about how to provide payoff information from my previous loan holder. Some said I could send a payoff statement, others demanded a conference call with the bank. Both my husband and I work demanding full-time jobs and are not available for random conference calls that can take significant time. XXXX representative wanted to do this on a Sunday when banks are closed. - Being told our loan application would expire because of the delays caused by the contradictory payoff information we received. We were in agreement with this because we had decided we did not want to do business with Capital One any longer, only to later discover by randomly looking at a bank statement that, without any notification, Capital One had approved our refinance loan and that our previous loan had already been paid off. This lack of communication and accuracy created unnecessary confusion and concern. XXXX. Lack of Notification About Loan Payoff We were not informed that our previous auto loan had been paid off and, in fact, had been told our application would expire. We discovered this only by checking independently. This is a serious communication failure for a financial institution who had previously been calling us multiple times a day. XXXX. Pattern of Systemic Operational Failures Taken together, these issues demonstrate a pattern of disorganization, poor internal communication, and inaccurate processing. These are not isolated incidents but repeated failures across multiple stages of the refinance process. XXXX. Loss of Trust Due to these ongoing issues, we no longer trust Capital One to securely or competently handle our financial matters. Once this title issue is resolved, we intend to move our financial accounts with Capital One to other financial institutions which will negatively hit our credit scores through no fault of our own.

Company response to consumer: Closed with explanation