Consumer complaint received 2024-12-05 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:
I was recently impacted by a XXXX, declared natural disaster, in addition to having a reduction and income due to having to move across the country because my husband was transferred for work. I contacted Capital One in XXXX, asking for assistance in regards to being financially impacted by the natural disaster hurricane. XXXX. They declined my request to provide me any kind of assistance, even though this was a XXXX declared natural disaster!! I submitted an initial complaint to the Attorney General, who then forwarded it onto you, The CFBP. The company waited almost 60 days to finally respond with some erroneous response, saying that they couldnt locate my account number. sounds like to me ; They were just finding an excuse to not solve the problem. They also said in the previous complaint that supposedly someone tried to contact me. If they consider someone calling me at XXXX XXXX  on a XXXX  night almost XXXX days after the complaint was filed, as trying to contact me to resolve the matter and to confirm my suppose account information ; that is not trying to contact me and resolve the matter. For the past several months, I have called to Capital One to try to receive assistance to help me get caught up on my account. They have refused multiple times to provide me assistance. The most recent call they made was XXXX. I had set up a payment arrangement which XXXX not able to pay on today XX/XX/year>. I asked if I could please pay my payment later and set up a new payment arrangement which I was declined. I also let them know once again. I fell behind due to be impacted by a natural disaster which capital one declined to provide me assistance and that also I had a reduction in income. I also let the representative know that I will be going back to work full-time on XX/XX/XXXX apparently I need to call back on XX/XX/year>. I just tried to go online to see if I can just reset up a payment arrangement and I cant even do that. now my car could potentially be repossessed. Im also going to be going back to work on XXXX XXXX. so I should be able to Resume making regular monthly payments once I go back to work. Im absolutely disgusted with how horribly this has been handled, and the lack of regard that Capital One has had in regard to provide me financial assistance when Ive needed it the most. what concerns me the most is how they blatantly disregarded, assisting me when I was clearly impacted financially by a natural disaster that was declared by. XXXX as a natural disaster. its been a few years since Ive worked in banking, but when I worked in banking, the bank I worked for legally, had to assist these customers that were affected by natural disasters. Has something changed? I really need help. I do not want to lose my car. Please help me thank you. I do not want to receive another excuse that Capital One can not locate my account if this happens again, I would like them to be held accountable for their actions. I would appreciate for Capital One to actually make a real effort to try to contact me this time to resolve the matter instead of making up some excuse as to why theyre failing to assist someone that was impacted by a natural disaster!!!! if at least one customer had received assistance that was impacted by the same natural disaster or received assistance due to a temporary reduction of income, and I have not that I have been discriminated against, which is against the law!!!

Another thing Id like to add is the abusive amount of interest thats being charged my account while Im struggling to make my payments. When I have been able to make my payments 100 % of the payment went to interest and zero went to the principal. I find this completely abusive And excessive. If this continues as I try to catch up, its going to be nearly impossible for me to be able to pay off my loan. I have some seriously serious concerns about the unethical practices of Capital One the past few months.

Company response to consumer: Closed with explanation