Consumer complaint received 2026-03-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA

Complaint narrative:
Overview I am filing this complaint regarding : Repossession of my vehicle without direct prior warning, Irregular and restricted account access preventing reliable payment, Public disclosure of my repossession status to a neighbor, Safety concerns during retrieval of personal property, And possible improper or unverified repossession-related fees. I am a Massachusetts resident and a survivor of domestic abuse. I relocated to my current residence on XX/XX/XXXX and maintain a low profile for safety reasons. XXXX. Lack of Direct Prior Notice On XX/XX/XXXX at approximately XXXXXXXX XXXX I learned my vehicle was being repossessed only after a neighbor knocked on my door to inform me. Before that : I received no phone call immediately prior to repossession. I received no same-day email warning. I did not receive direct notification that repossession was actively occurring. I received written correspondence only after I had already redeemed the vehicle. XXXX. Third-Party Disclosure to Neighbor The tow driver disclosed to a neighbor ( XXXX, XXXX XXXX ) : My name My apartment number That my vehicle was being repossessed This neighbor then knocked on my door. I did not authorize disclosure of my financial status to any third party. As a survivor of XXXX XXXX who intentionally keeps her residence private, this disclosure compromised my privacy and safety. 3. Safety Impact and Forced Reliance on Neighbor Upon learning of the repossession, I ran outside in distress without my keys or phone. The door locked behind me, leaving my dog ( who suffers from XXXX and XXXX XXXX XXXX ) alone inside. To avoid further publicizing the situation by contacting property management, I relied on the same neighbor for assistance. Although hesitant to enter a strangers home, I had no phone access and needed to retrieve a spare key. The neighbor contacted my daughter and informed her immediately that my vehicle had been repossessed. My daughter retrieved a spare key from my son at XXXX XXXX and returned it to me. This sequence placed me in a vulnerable and humiliating position that would not have occurred absent the third-party disclosure. XXXX. Retrieval of Personal Property Safety Concern When I requested to retrieve personal belongings from the vehicle, the tow driver required that I surrender my key fob before accessing the car. Additionally, I retrieved my belongings while the vehicle was still elevated on the tow hook and not secured on the ground. Accessing the vehicle in a suspended state created a safety risk. XXXX. Redemption of Vehicle The following day, I paid the required amount and redeemed the vehicle from a repossession lot in XXXX, Massachusetts. I incurred transportation costs exceeding {$30.00} ( XXXX ). I regained possession within XXXX hours. XXXX. Irregular Account Access and Payment Obstruction The account access issue is ongoing and inconsistent : I can not access my auto loan account via the web portal. When I attempt to log in on the web, access is denied. I can log into the Capital One mobile app on my XXXX. However, within the app, my auto loan account does not appear at all. My other Capital One accounts are visible and accessible. The auto loan account is selectively missing. I continue to receive email notifications stating that my payment is due and instructing me to click through to pay. When I attempt to follow those instructions, the auto loan account is either inaccessible ( web ) or not visible ( app ). This creates an inconsistent and unreliable payment channel. I have screenshots documenting : Payment reminder emails Failed web login attempts App interface showing absence of the auto loan account while other accounts are visible I am concerned that this selective suppression of the auto loan account could result in further repossession risk despite my intent to pay. 7. Unverified Tow/Repossession Charges and Recorded Calls I believe I may have been charged repossession or towing fees but can not verify due to limited account access. I have repeatedly contacted Capital One representatives requesting : A breakdown of repossession-related fees Clarification of any added charges A full itemization of the redemption amount I have recordings of these calls, made with prior authorization from the Capital One representative. Despite my repeated requests, I have not received a clear, accessible written accounting.

Company response to consumer: Closed with explanation