Consumer complaint received 2025-07-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Voluntary repossession
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
Im currently dealing with a legal situation involving the sale of a vehicle under fraudulent conditions by XXXX XXXX XXXX. XXXX XXXX later serviced the car and failed to disclose serious safety concerns that shouldve been caught during multiple inspections. I have documentation to support everything Im stating. 

Once I became aware of the depth of the issues, I contacted Capital One immediately. During my XXXX call on XX/XX/year>, I explained the situation thoroughly. The representative acknowledged how serious it was, yet responded with, Unfortunately, theres nothing we can do. That call was documented and they did not bother to escalate the case until I called back with information on returning the car. 

Later, after uncovering even more concerns about the vehicle and its condition, I called back to voluntarily surrender the car. That call lasted over an hour and ended with me being transferred to Capital Ones highest-tier customer service team. I made it very clear this was a legal matter and that I had been actively searching for legal representation. 

It was then that I realized no one had investigated my case since my original complaint. Despite being told how serious it was, Capital One did nothing no investigation, no pause in billing, no effort to validate or acknowledge the evidence I was offering. It wasnt until I escalated again that I was told, We can look into it, but theres still nothing we can do. That call is also recorded. 

At this point, I am not seeking a resolution from Capital One. They had over a month to take my case seriously and failed to act. I am moving forward with legal action as I continue building a case involving XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, and Capital One. 

Capital One will be held accountable for negligent lending practices, failure to investigate a reported case of automotive fraud, and continued billing tied to a misrepresented vehicle sale. Their inaction is documented, and their role in this situation will not go unnoticed. 

On XX/XX/year>, I received a return call from Capital One Auto Finances Office of the President after waiting about a week. The representative left a voicemail, and I returned the call. Once we were connected, he reviewed my account and then stated, I see this is regarding mechanical issues, adding that unfortunately, they are not able to assist with mechanical problems. 

To clarify, Ive stated in every single call that this is not a mechanical issue. This is about being sold a fraudulent vehicle something I made clear on multiple occasions. I have recordings of every conversation as documentation, and my position has not changed. 

Despite already paying over a large amount toward the loan, I was told there are no policies or processes in place to support consumers in cases like this where misrepresentation or deception occurred at the dealership level. I was repeatedly told Capital One could not pause, cancel, or refund the loan and that this issue was between me and the dealer. I requested a deeper investigation, but no meaningful steps were taken after all this time. I let the representative know he doesnt need to continue calling me because now were going in circles. 

Ive made every reasonable effort to resolve this through proper communication, but Capital One has not acknowledged the seriousness of the situation or provided any meaningful support. 

I no longer trust Capital One for lending and can not recommend them to others. I will continue to share my experience publicly in the hope that it brings attention to how difficult it can be for consumers to receive justice when corporations refuse to act responsibly.

Company response to consumer: Closed with explanation