Consumer complaint received 2025-09-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX

Complaint narrative:
To Whom It May Concern, I am submitting this complaint against Capital One Auto Finance for unethical conduct, harassment during illness, misrepresentation of terms, and overall mistreatment during a period when I was actively trying to resolve my account in good faith. 



XXXX. Harassment During XXXX  Illness While I was sick with XXXX and under strict instructions to isolate, Capital One repeatedly harassed me with repossession threats. Even though I had already made a payment, they failed to update my account in a timely manner or confirm that the repossession was on hold. I only discovered that status by checking the website myself. 

I had to go out in the hot Texas sun while running a high fever to make sure the car wasnt being taken. One customer service representative even told me : We cant tell you when itll happen. They just come take care of it you might want to stand outside with your receipt. 

This violated my dignity and worsened my medical condition. I was supposed to be inside in isolation, but had to repeatedly stand outside to guard my vehicle due to vague threats and a complete lack of transparency. My fever spiked after exposure, and the psychological stress was extreme. 



XXXX. Deceptive and Predatory Loan Practices The original contract from the dealer stated my car payment would be $ XXXX. Without explanation, Capital One later increased it to $ XXXX. 
The dealer also promised to make the first payment, which never occurred. Capital One refused to acknowledge this or follow up. 
I requested lower monthly payments multiple times due to hardship and was denied every time, even during illness. 
They refused to waive late fees, showing no flexibility or empathy despite medical documentation and consistent communication. 



XXXX. Customer Service Misconduct Capital Ones representatives have been : Rude, dismissive, and refused to answer basic questions about the repossession process. 
I was hung up on multiple times. 
I was told, verbatim, Thats not our department, and We dont control how they do it, when I asked how I could prove I paid. 

This left me in complete fear not only of losing my car, but also of being surprised at home despite being medically compromised. 



XXXX. Improper Contact and Trespass Risk I have told Capital One repeatedly that : This is not my home. I am temporarily in Texas on a job contract and split time between here and XXXX. 
I live with relatives, and they are not to be contacted or disturbed. 
Despite this, Capital One continues to send notices and threats as if this is my permanent address, increasing the risk of trespass and conflict. 



Final Notes Capital Ones behavior has been threatening, disorganized, and inhumane. I acted in good faith called, paid, and asked for help and in return was met with intimidation, lies, and psychological distress while extremely ill. 

I urge the Consumer Financial Protection Bureau ( CFPB ) to investigate these abusive practices and ensure that no other consumer is treated this way during a time of medical or financial hardship. 

The current interest rate on my auto loan is 13.56 %, which significantly increases the monthly burden. Given my temporary work contract and ongoing medical issues, I am requesting a modification or relief option. 

Please note I am too sick right now to upload files, but I have my payment receipts saved and will provide them if needed. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation