Consumer complaint received 2025-09-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA

Complaint narrative:
My complaint is based on the complete lack of contact and communication that I have received from Capital One since I began the process in XX/XX/XXXX to have my deceased fathers ( XXXX XXXX XXXX ( DOB XX/XX/XXXX, date of death XX/XX/XXXX ) vehicle financed with Capital One moved to my name/ownership. I sent in paperwork on XX/XX/XXXX that Capital One Auto Finance customer service directed me to send. I sent it again on XX/XX/XXXX, because I never received a response from my initial message sent on XX/XX/XXXX. Several months passed without any correspondence from Capital One, and in XX/XX/XXXX and XX/XX/XXXX, I reached out to customer service on several occasions trying to find who or where to send a payment for the remaining financed balance ( approximately {$1700.00} ). The vehicle was a part of my deceased fathers estate, and the car was given specifically to me in his will. 

I gave the car to my XXXX daughter, who was a XXXX  in college to drive. After futile attempts made by me to Capital One, and having never received any mail, phone calls, or email correspondence from Capital One Auto Finance, I didnt bother to make any additional contact. Each previous attempt was extremely frustrating, as the calls that I made were received by a call center in a foreign country where the representative was unable to both speak or understand the English language. 

Fast forward to XX/XX/XXXX, when my daughter calls me at XXXX XXXX  EST from college to let me know that she has come out from a store and can not find her car. She went to a facility in the shopping center and was told by someone that the car was loaded onto a wrecker, and it appeared it had been repoed. My daughter had no idea what that term meant. 

Of course, it was after hours for Capital One 's stateside customer service department, and the call center that I was transferred to again was of no help due to significant language barriers. 

When I began the process at XXXX XXXX. EST Friday, XX/XX/XXXX to try and locate the vehicle with Capital One, I was on the phone for over XXXX minutes with a foreign representative who was deplorable to deal with. He gave me incorrect payoff amounts, incorrect payment methods, etc. I was finally able to make an ACH payment for the vehicle for over {$2300.00} and paid the car off, along with hefty penalty and fines. 

When the representative finally gave me the name of the company that Capital One had contracted to repossess the vehicle, I was told that they were closed on Fridays. I did my own research and found the owner of the company and was able to contact him. The vehicle had been repossessed by Capital One Auto Finance, and was driven over XXXX hours away to be stored at a lot in XXXX, XXXX The drive for me was over XXXX hours away and XXXX for my daughter, who had no means of transportation to XXXX, XXXX  It cost me an additional {$370.00} to pay this person to drive the XXXX back to my daughter on Saturday, XX/XX/XXXX in XXXX, XXXX 

I have been a successful banker for over 20 years, who has placed an emphasis on exceptional client experiences with every experience I have encountered with clients and customers. This experience with Capital One has been horrific from a customer ser ice standpoint. I NEVER received any notification from Captial One regarding the transfer of the loan to my name after my father 's passing, and NEVER any communication regarding repossession. 

I tried multiple times to try and find whom or where to pay this loan off with at Capital One. I was told up until XX/XX/XXXX at my last contact attempt, that the representative could not discuss the account with me because it was in my fathers name. 

The stress of losing both of my parents within 12 months of each other, coupled with the hassle of probating the estate has taken a toll on me from a personal perspective. Dealing with Capital One on this experience has been a hassle in and of itself. To then have a car repossessed without any forewarning, a daughter in tears over a situation, and me have to spend a full day to try and locate and secure it, has been a nightmare. To then have an additional {$1000.00} on top of the loan to reacquire the car is the proverbial straw that broke the camels back. I have reached out via email to Capital One 's XXXX XXXX XXXX and XXXX of Capital One Auto Finance, XXXX XXXX and have received no correspondence. I want to file a claim with the Consumer Financial Protection Bureau to at least try to get the money that I had to pay over the amount owed on the loan.

Company response to consumer: Closed with explanation