Business Profile
Auto Financing
Capital Auto LoanThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/15/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband passed away in July, him and his stepmom were on the loan. I called for a pay July early August time frame. They gave me the pay off amount sent letter about paying it off and the title. Come December they say my payment is late. Well they are saying the August payment didnt go through so they gave me the wrong amount . Hmmm and thats on who? Why would you send the title if it wasnt paid? They have been the most unorganized place to talk too so now Im out almost $400 more that I dont have because someone screwed up. My mother in law is pushing 80 and they are calling her which they shouldnt even do because the loan was paid and put in my name. She get so tired of getting the short end of the stick all the darn time.Business Response
Date: 01/20/2025
Hello,
We do not have a customer by this name. We believe the complaint may be directed towards Capital One or a different company. We do not operate in the state of ************. We wish you the best of luck.
Capital Auto Loan
Initial Complaint
Date:01/14/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CAPITAL ONE HAVE STEALING MONEY FROM CUSTOMERS MONEY I PAY THESE GUYS OFF IN FILL ON 12/19/2024 AND GET A LETTER FROM THEM MY ACCOUNT IS PAID IN FULL ON 12/27/2024 PAID $27,777.34 ON DEC ******* AND MY ACCOUNT WAS CLOSE AND TITLE WAS SEND TO ME FROM DMV ON 01/03/2025 NOW CAPITAL HAVE OPEN BACK UP MY ACCOUNT FOR WHAT REASON AND YOU GUYS WAS PAID IN FULL 12/20/2024 AND NOW IT 01/14/2025 YOU GUY OPEN IT BACK UP IM GOING TO TELL YOU GUYS THIS I HAVE MY TITLE FOR MY CAR AND I WILL BE SELL IT NEXT WEEK YOU GUYS NEED TO CLOSE MY ACCOUNT OUT ONLINE BECAUSE IT WAS CLOSE ONLINE AND I LOOK ONLINE TODAY 01/14/2025 NOW IT SAYING IT OPEN BACK UP I HAVE NOTIFIED ALL THREE CREDIT BUREAUS ABOUT THIS LETTER YOU GUYS SEND ME ON ACCOUNT IS CLOSE AND PAID IN FULL.Business Response
Date: 01/20/2025
Hello,
We do not have a customer by this name. This complaint is directed towards Capital One. We do not operate in the state of **************. We wish you the best of luck.
Capital Auto LoanInitial Complaint
Date:11/19/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My issue is that they keep saying that i can not make decisions on my mother behalf and clearly I have power of attorney over her i want this car picked up and I don't want them to bother us anymore she can no longer make payments and it was in good standing and I don't want her credit effectedBusiness Response
Date: 11/20/2024
We do not have a customer by this name. The complaint may be directed to Capital One or a different company as we do not originate loans in the state of **************. I wish you the best.Customer Answer
Date: 11/26/2024
Complaint: 22577906
I am rejecting this response because: The auto loan is in my mother's name and her name is ****** ********, they already know that and they keep saying that they did not get the power of attorney papers but I have sent them off 5 times I know they have them
Sincerely,
****** ********Business Response
Date: 12/06/2024
We do not have a customer by the same name. Customer complaint may be intended for ********************** One, which is a common mistake.Initial Complaint
Date:10/01/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally dispute an account that is being reported on my credit report without my authorization. The details of the account in question are as follows:_____Account Name: JPMCB CARD,Account Number: ***************** Opened: March 2, 2024.______I have not authorized this account, nor have I opened or used any credit line with JPMCB CARD. This unauthorized account is negatively impacting my credit score and overall credit profile. I request that an immediate investigation be conducted and that the unauthorized account be removed from my credit report.I have also reported this issue to the relevant credit bureaus and have taken necessary steps to prevent further unauthorized activity.Business Response
Date: 10/01/2024
Customer's complaint is not directed to **********************. Consumer is not a customer of **********************.Initial Complaint
Date:06/18/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car was paid off by car accident on 12/10/23 by SafeCo-Liberty Mutual. I was never 4 months or more behind on my car payment at any time during loan. I have file credit disputes, called and spoke to terra and ***** in ****** of ********* at CapitalOne. This false report was only reported after ****** has paid off car in 2023 that was report on 1/4/24 by capital one auto finance. I have bank statements that shows capital one auto finance receiving more than $14,332 in payments, also copies of checks that other vendors paid my car payment on time, which was due by END Of MONTH to capital one auto finance. CapitalOne Auto finance reported as PAID, CLOSED, Written off $14,332 on 1/4/24 after Safeco asked for payoff amount and capitalone cashed the check.Business Response
Date: 06/19/2024
This complaint is directed to Capital One. Please redirect to the appropriate company. We do not have a customer by this name. We wish you the best in your efforts.
Best,
Capital Auto Loan
Initial Complaint
Date:03/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a temporary reduction in income from my employer unexpectedly so I thought it would be best to let my car loan company know that my income was reduced by 25% at this time. The representative pretended to show empathy, while giving me 0 options to work around my income to still make my payments. He asked me a few questions, and determined that based on my account they couldn't give me a break for the month and add it to the back of my loan. He couldn't explain 100% why the determination was made. I explained to him that this was a situation that I unexpectedly found myself in, and asked him what people were supposed to do if they lost their jobs, etc. His answer was to make small payments until my full monthly payment was fulfilled - which still put me in a predicament because as I explained to him, my income was reduced by 25% - I didn't have the means to make the full monthly payment EVEN if it was in small payments- it was the same amount of money owed. He also said that Cap One doesn't refinance their own loans. His best option for me was to refinance elsewhere and lose his business. I told him "I pray that you never find yourself in my situation because what you are doing as a company to people is not OK". and hung up. This business is terrible and offers little to no options for unprecedented circumstances.Business Response
Date: 03/26/2024
We do not have a customer by the same name. Complaint is likely directed to Capital One. Please redirect to the appropriate company. Thank you.Initial Complaint
Date:03/13/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 05/22/2022 The **************** issued a check to Capital One Auto finance in my name as part of an emergency veterans assistance *****. The check had my full name on it. Capital one cashed that check on 08/22/2022 and has since refused to release the funds. After 30 hours on the phone and refusing to speak to ******** they lied and said they lost the check even though they had cashed it. The state issued a new check and Capital one allocated that money to my account. The first check they kept the money. They did not act a prudent man as the law insists, nor did they do any due diligence. They have spent 42 hours over 1.5 years lying, hanging up on me, putting me on hold, and generally refusing to do any meaningful work to recover the funds. They refused to allow any one individual to help me and made me restate the case every single time i called them as if i had never called them before. Three weeks ago i sent them irrefutable evidence from the state that they did, in fact, cash the check and have the money. They still refuse to release the funds. They act as if they are above the law or as if their incompetence or convoluted system absolves them from following the law. I am a 100% disabled veteran who has been robed for 1.5 years. They have illegally held these funds for 1.5 years and refuse to release them let alone pay interest or damages. I have spoken to over 48 different representatives. Only after i stated it was driving my ptsd to think of suicide, and that i would take my life at one of their locations after alerting the press, did they even begin to look into it. I also had to go outside their system and use rocket reach to get emails of ceo's to get help. Yet, with all the evidence in their hands they still refuse to release the funds. I've told them on multiple occasions how this is harming me but they simply do not care. They act as if they are immune to banking lawsBusiness Response
Date: 03/14/2024
This customer complaint is directed at ********************** One and not Capital Auto Loan. Please redirect to the appropriate company. Best regards, Capital Auto Loan.Customer Answer
Date: 03/14/2024
Complaint: 21430570
I am rejecting this response because:
Sincerely,
*******************Initial Complaint
Date:02/05/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Capital One Auto Finance continues to report a charge off auto loan even though the account being reported has 0 late payments. Capital One refuses to remove charge off status for an account that was paid off in FULL with NO late payments. They ALSO keep saying they "wrote off $6k", even though i had GAP insurance the covered this amount when the car was totaled which is reflected in the records. Capital One is reporting inaccurate information which is jeopardizing my credit report. This goes against the *** and the **** rules for reporting accurate information to the credit bureau. I have tried contact them multiple time over the years with NO resolution. I would like the ** to be involved to as I believe this is a major grievance on Capital Ones business practices toward consumers.Business Response
Date: 02/06/2024
This complaint is intended for Capital One and not Capital Auto Loan. Please redirect to the appropriate company. Thank you!Initial Complaint
Date:02/03/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Everytime I call them they give me a different answer. I have been calling to just get a copy of my lein release letter for my car for over a week now and now they tell me they can't do it cause they are not the lein holder.. duh that's why I need the lein release letter. I don't know why I called and 4 people said they requested it and then the 5 person says they can't do it. And when I spoke to someone higher all they did was repeat the same thing and didn't even try to hear me or anything. I am losing out on money I need cause they can't send a copy to me but they did fax it to someone but they can't send it. As long as I had this company every time I call I got a different answer. This place is horribleBusiness Response
Date: 02/06/2024
We do not have a customer by this name. Customer complaint is likely directed at ********************** One Auto Finance and not Capital Auto Loan. Please redirect to the appropriate company. Thank you!Initial Complaint
Date:02/02/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
So, i just got this ******** monthly payment is $629.42 & i had setup payments to come out in the amount of $250 3x which means i paid $750 I paid $120.58 more than i was supposed to. I then go into look & they only applied the interest payments of $157.36 to my payments out of that $250 I have never heard such c*** in my life. If I make a payment of $250 then $250 should be going towards my payment no matter how you split up the payment between ********************* I have spent about 4 hours on the phone with them told twice I couldnt speak to a supervisor & yet today one was put on the phone an no resolution oh someone will call you back in ***** hours not to mention my account is showing past due $64.70? How is my account past due if I paid $120.58 more than my payment and then I have to pay an additional $64.70 because they messed up my payments, I want my account fixed & corrected & current like it should have been I also want the $64.70 that wasnt due applied to my February *********** want all 3 of my payments adjusted and added to my account correctly like they should have been for $629.44 & the addional $120.58 towards the principal like all loans work. Ive had many *********** been a customer with ********************** One for along time didnt think I would have to go through this. I love this brand new car but I am not gonna make *************** only apply my interest only payments to my monthly payments Ive never heard of that bs. If you take $250 out of my bank account then $250 should have been added to my ************* split that up between ********************* I tried to contact them and resolve this spent about 4 hours on the phone while they went round & round that was like talking to a 5 year old child the left hand doesnt know what the right hand is doing their literally clueless, So, I want my account corrected & adjusted like it should have been and payments adjusted correctly as well as past due added to Feb payment. I was never late or past due!Business Response
Date: 02/06/2024
This complaint is directed at Capital One and not Capital Auto Loan. Please redirect to the appropriate company. Thank you!
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