Consumer complaint received 2024-05-27 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
My business car insurance XXXX took over 3 months to finally send an adjuster to look at my vehicle which was compromised late XX/XX/2023. 
This company was impossible to get ahold of, waiting endless hours on end, to finally getting disconnected, with no answering machine, and no prompt to transfer to, and even after 3 hours in queue # 1. I was about to open a bad faith case. I even was considering that this company might be a scam, it was that ridiculous. Then finally an adjuster answered my call in late XXXX. But it doesn't end here. The adjuster showed up to the shop the next day and made his estimate by looking at the outside of the car only. The auto repair shop, shortly thereafter, discovered that there was permanent frame and structural damages. That this vehicle would now be over the threshold price and claimed a total loss. Then, just like before, XXXX ignored the body shop and I for another 3 months. They did not reply to my emails or respond to the shop. Unfortunately for me, when I found out the car was a total loss, I thought my insurance company, XXXX, would inform my finance company, Capitol One. Then, all the sudden, I saw my credit drop and realized they reported XXXX late payments to the credit bureau because of the 0 attempts to communicate and adjust the estimate with XXXX and its adjusters. A public adjuster had to step in just to get XXXX to finally communicate again with the body shop. Still no luck with my finance company, Capitol One though. This has still not been resolved and this car was totaled in XXXX. I couldn't conduct my business without my work vehicle and car rentals became way too expensive because of this lengthy unprofessional process that my insurance company is putting me through. Due to the loss of the vehicle and my uncooperative car insurance policy, I could not complete the tasks that I needed to complete to run a functioning business. Not only did they neglect to provide car rentals, and loss of income, they neglected to inform my finance company, who is still charging me {$850.00} a month. Mind you, I had still been paying $ XXXX  monthly XXXX payment as well on an inoperable total loss vehicle. 

I think it's unfair my credit has to suffer due to the lack of communication from XXXX XXXX XXXX and the constant delays and disappearing acts they performed. Those late payments are not accurate on my credit report because it was already claimed a total loss by the body shop. The car 's value at this point was less than the labor, parts, storage, and time to repair it, if even repairable. 

Now my credit has significantly dropped, it is causing my credit limits to lower and fail any new applications that I can apply to my business. This is making it almost impossible to get my business up and running again. I've suffered greatly here and don't deserve to be punished for the unprofessional and unpunctual Insurance company, XXXX who should be honoring their commitment to their customer and serve them in a timely manner! 
Thank you, XXXX XXXX

Company response to consumer: Closed with explanation