Consumer complaint received 2025-12-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am writing this complaint as I have exhausted all options and spent countless hours attempting to resolve an enormous mistake created by Capital One Auto Finance. Ive made and documented over XXXX interactions since this issue was brought to my attention XX/XX/XXXX : XXXX in person visits to the XXXX, XXXX calls to XXXX customer service, XXXX calls to Capital One Auto Finance, and XXXX calls to other parties such as XXXX XXXX XXXX and XXXX. 

Its simple, Capital One Auto Finance holds the note for my vehicle ; however, they have not completed the paperwork to reflect this on the vehicle title. Im prevented from selling this vehicle until Capital One Auto Finance completes their paperwork. 

XXXX of the XXXX calls I completed to C.O.A.F. were escalated to escalation managers and each time, I was assured that the issues were identified, and I was promised a call back with updates within XXXX days. The first promise from C.O.A.F. was made on XXXX ; this now makes it XXXX days with no resolution or progress. On XXXX, I spoke with XXXX ID # XXXX and he stated that C.O.A.F. had everything needed and required to resolve the issue and it would be completed in XXXX business days ; it is now XXXX days later, and still no resolution. 

Capital One Auto Finance has lied, they have not taken my concerns or hardships seriously or with care ; and now, they are causing me severe financial distress. I must sell my vehicle and C.O.A.F. is preventing this from happening. I demand C.O.A.F. to resolve their mistake immediately as they have promised on several separate occasions- they must correct the paperwork and ensure that the CA XXXX is satisfied. I have lost over {$3600.00} in value from the XXXX offer received back on XX/XX/XXXX, and I have paid an additional XXXX  months of interest payments. I am of the belief that C.O.A.F. is deliberately stalling to correct their mistake in order to continue profiting from the loan they have and the loan I intend to terminate. 

Below I have included my notes of each interaction since C.O.A.F. assumed the loan. I truly hope that the CFPB is willing to take this matter seriously. 

Record Of Events * * * Each contact was recorded in writing at the time of contact. Everything was then transferred to a typed document for clarity and ease of access * * * 1. Vehicle purchased from XXXX XXXX XXXX XX/XX/XXXX. XXXX XXXX XXXX as lien holder. 

XXXX. XX/XX/XXXX - Application submitted for auto refinance with Capital One Auto Finance. Approved same day and contract signed XX/XX/XXXX via online portal. Email confirmation received at XXXX XXXX. Also just received at XXXX XXXX was an email requesting additional information needed ( Current lender information, and Current employment information ) and to upload/submit via online portal, this was completed right away. 

3. Welcome letter received dated XX/XX/XXXX explaining that funds have been sent to XXXX to pay off the loan and that Your first statement received will be your confirmation that the loan process is complete. ( Original loan amount {$28000.00}, XXXX months at 7.25 %, Maturity date XX/XX/XXXX ). 

XXXX. XX/XX/XXXX - Another couple emails received Welcome to your new Capital One auto loan and Here are your final terms and next steps prompting me to sign in and keep watch on XXXX XXXX for any updates. First payment due XX/XX/XXXX. 

XXXX. XX/XX/XXXX - Letter received from COAF requesting completion of XXXX XXXX, Title Release Authorization Letter, and Vehicle Title from previous lender ( all provided in mail ). Filled out and returned via US mail. 

XXXX. XX/XX/XXXX - Email received from COAF requesting the above. Forms received already completed and returned. 

XXXX. XX/XX/XXXX - Logged into online portal and confirmed that COAF received the requested documents via the XXXX XXXX, both documents received XX/XX/XXXX. Screenshots taken and saved for record. Nothing else needed at this time. I noted that tags/registration are due next month XX/XX/XXXX. 

XXXX. XX/XX/XXXX - Received letter from XXXX Notice Of Suspension Must provide evidence of liability insurance. Vehicle registration is suspended effective XX/XX/XXXX. 

XXXX. XX/XX/XXXX - First loan payment due, payment made via online portal/mobile application. Email confirmation received. Tags and registration are due. No changes or updates with title. 

XXXX. XX/XX/XXXX - In person visit to XXXX, reinstatement fee paid {$14.00}. Then paid registration of {$610.00}. Explained the refinance and process of transfer from XXXX to COAF. XXXX rep waived late fees. No registration or tags were issued/received due to Incomplete Application XXXX said COAF must complete the title transfer, nothing needed on my part except wait. 

XXXX. XX/XX/XXXX - XXXX letters received from the XXXX Incomplete Insurance Transaction and Notice Of Reinstatement. 

XXXX. XX/XX/XXXX - Call to XXXX XXXX XXXX rep stated that the hold up is between the lien holders XXXX  and COAF and there is nothing to be done on my end at this time. Confirmed vehicle registration was reinstated. 

XXXX. XX/XX/XXXX - Call to COAF Title Department. Explained recent visit to XXXX and that all fees/registration had been paid in full, proofs of payment sent as PDF. Also reiterated to them that the XXXX said COAF needed to finalize title transfer. 

XXXX. XX/XX/XXXX - Call to XXXX - Rep stated XXXX sees COAF attempting to be added as lien holder XX/XX/XXXX, incomplete due to fees. Please hold while checking, XXXX XXXX filed for transfer in XX/XX/XXXX but there were fees due. I see payments were made in XX/XX/XXXX ; however, I see a balance of {$200.00} is still due, its a penalty fee. CapOne needs to resubmit with the Statement Of Facts form REG 256 in section G they can simply write please waive prior penalties and that should clear this up. 

XXXX. XX/XX/XXXX - Call to COAF Title Department - ( Rep : XXXX, did not get ID # ) I asked for an update, they said they could only see their applications had been rejected. I informed them of the call with the XXXX and asked them to research further as the XXXX directly advised on how to clear. I was put on hold so they could review. XXXX came back stating the issue was that I never provided proof of payment of the registration fees. I stated that was incorrect and that I still have the PDFs that were sent. I was asked to send/upload on the spot via a XXXX link. I immediately uploaded the PDF proofs of payment. Rep confirmed receipt. Advised 1-3 business days to process. 

XXXX. XX/XX/XXXX - Call to COAF Title Department - Did not get rep name or ID - I explained I did not want to reiterate this issue for the XXXX time and that the rep would need to escalate me to management. She informed me she was aware of the situation, that she could see the notes, and that there were no updates or changes at this time, we are still waiting on the XXXX. 

XXXX. XX/XX/XXXX - Call to COAF Title Department - 1st rep ID XXXX - explained issue, transferred to Escalation Manager ID XXXX - explained issue. I was informed and Urgent Request was being submitted and I would hear back in XXXX business days. No call was ever received. 

XXXX. XX/XX/XXXX - Call to XXXX - XXXX explained the situation and asked for next steps. XXXX informed me that she saw fees were still due and that was the issue at hand. I said not possible and I stated that I have paid all fees in full, in person at the XXXX, and have every receipt to show proof of payment. The rep stated that at the call center she did not have access to specific details and that I needed to go into a XXXX office location for more details. 

XXXX. XX/XX/XXXX - XXXX appraisal and offer for {$33000.00}. Unable to move forward due to XXXX Inquiry reflecting pending status regarding the title and registration. They advised me to contact the XXXX. Offer good for 7 days until XX/XX/XXXX, after that date a new appraisal will be needed. 

XXXX. Monday - XX/XX/XXXX - In person visit to XXXX - Explained situation to rep who then stated the XXXX could not do anything and that COAF needed to take action. Fees were due ( the new year registration and tags as it is now well over a year later ) which were paid on the spot {$520.00}. I asked what could be done if Im just constantly given the run around? She advised to file complaints with COAF, XXXX, and all regulators. 

XXXX. XX/XX/XXXX - Call to COAF Title Department - XXXX ID # XXXX - I asked to be transferred to Escalation Management right away. XXXX ID # XXXX - I said XXXX, Im really irate at this point. I know there are notes, please take a look at let me know where COAF stands. I'm currently standing outside of the XXXX right now and just finished speaking with them. XXXX stated XXXX has been rejecting their submissions but that with the new information I just provided that he could get this submitted right away we have everything needed to get this done and would follow up in XXXX business days. 

XXXX. XX/XX/XXXX - Call to XXXX XXXX XXXX - Transferred to title department and requested account history and proof of lien release. Rep confirmed that XXXX received payment in full from COAF in XX/XX/XXXX and the loan was closed. He also stated a notarized Lien Satisfied can be provided but must be mailed as it is a legal document. Document received and in my possession. 

XXXX. XX/XX/XXXX - Call to XXXX - I requested a vehicle inquiry check with XXXX to see if any update. No changes, XXXX unable to purchase until resolved. 

XXXX. XX/XX/XXXX - Call to XXXX - No changes. 

XXXX. XX/XX/XXXX - Call to XXXX - No changes. 

XXXX. XX/XX/XXXX - Call to XXXX - No changes. 

XXXX. XX/XX/XXXX - Call to COAF Title Department - Rep stated no changes, no updates. XXXX said he would call in XXXX business days with an update. I said no thats a lie, I wrote everything down, XXXX said XXXX business days and I would receive an update regardless of the answer. I received no call The call ended with no changes. 

XXXX. XX/XX/XXXX - Call to XXXX - No changes. Offer expires today at the end of business. 

XXXX. XX/XX/XXXX - Call to XXXX - Even though the offer is expired, is there any change? No changes. Will need to get re appraised once cleared up. 

XXXX. XX/XX/XXXX - XXXX w/ COAF called and left a message with no details only requesting a call back. I called back literally within minutes but was told that hes away at lunch. Rep informed that there is a hold up due to paperwork you sent is still being reviewed there is no other information to be provided at this time. 

XXXX. XX/XX/XXXX - My final call to COAF - I simply asked the person that answered the call if they could give me an update on my vehicle. I was informed our previous request was denied due to fees, we then sent again with title and all required paperwork, we should see an update in XXXX business days. The estimated time frame for the complete and updated title is about XXXX business days. I asked about paying off the loan and if that would change anything. Rep advised the loan would be paid in full and satisfied but that may cause additional issues or hold up with the title, best action would be to wait until title is completed. The call ended. 

XXXX. XX/XX/XXXX - Missed call from COAF. Voicemail left, no details, no update, just call us back. 

XXXX. XX/XX/XXXX - Return call to COAF - First rep XXXX  ID # XXXX - How can I help you? Hello, I received a call from escalation management, XXXX, but no message or details were left, so Im calling back. Ill need to be transferred to escalation management. Call transferred. Escalation Manager XXXX ID # XXXX. Hi XXXX, Im calling back from Friday, a manager XXXX said to call back, Im expecting an update and resolution. Sir, did the previous rep explain about the fees? Me fees? Youre joking right? Are you telling me that your answer is, yet again, that the issue is due to fees? XXXXl Yes, the XXXX is rejecting our submission due to fees owed. I will resubmit now please hold. XXXX thats unacceptable, I was just physically in the XXXX and paid in full. I confirmed with the XXXX rep helping as well as the location office manager. They both confirmed the issue and resolution lies with COAF. Im not waiting on hold for you guys to run me in this circle again, its always the same answer. I expected this to be resolved as I was promised COAF had everything they needed to clear this. Im at work and am unable to wait for this, have a great day. 

XXXX. XX/XX/XXXX - It has now been another 27 days after my previous contact with COAF on XX/XX/XXXX ( Item # XXXX above ) in which I was promised resolution as COAF had everything they needed to ensure this was finalized. I was told our previous request was denied due to fees, we then sent again with title and all required paperwork, we should see an update in XXXX business days. The estimated time frame for the complete and updated title is about XXXX business days. Its been 27 days since that call took place COAF could have identified or learned of the rejection XXXX business days later on Friday XX/XX/XXXX and taken the necessary action, yet they did nothing, nor did they reach out for updates/questions/concerns. I received nothing at all until this last Friday XX/XX/XXXX where XXXX simply said, call us back. 

Today is Monday XX/XX/XXXX, an estimated 646 days since Capital One Auto Finance assumed my auto loan, almost 2 years later, and no progress has been made. My hope, and expectation, is that the CFPB will ensure an immediate resolution in this matter.

Company response to consumer: Closed with explanation