Vehicle loan or lease -- Managing the loan or lease -- Complaint #8152454

Complaint Overview

Complaint ID: 8152454

Company: Capital One Financial Corporation

Product: Vehicle loan or lease

Sub-Product: Loan

Issue: Managing the loan or lease

Sub-Issue: Billing problem

State: Ohio

ZIP Code: 44130

Date Received: 2024-01-11T12:00:00-05:00

Date Sent to Company: 2024-01-11T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX, Capital one bank withdrew my carpayment of XXXX from my savings account. On XX/XX/XXXX another withdraw of XXXX came. I have had autopay XXXX and have never used that autopay feature. I called Capital one and spoke to XXXX agents. They told me they could write a check to me and it would take XXXX days. The XXXX person stated it would be faster to go to the bank. On XX/XX/XXXX I went to XXXX XXXX and filed a dispute about the charge. The money was returned on XX/XX/XXXX. On XX/XX/XXXX, I payed went to pay my car payment and saw that autopay was turned on still and the payment had been withdrawn. I went to make sure autopay feature was turned off. On XX/XX/XXXX, I payed my car payment and saw that auto pay was still on after I had ensured it was turned off. I paid the payment on my mobile app. On XX/XX/XXXX, I checked my account and the car payment had been withdrawn 2 times again. both for XXXX. I contacted XXXX XXXX first to see if it was a mistake and they stated that one was a direct debit and one was an Auto payment. I called Capital one and asked to get the money back and the woman stated that I would have to wait up to 14 days for a check or I could dispute the charge with the bank. This was an unsatisfactory option and I asked to speak to a supervisor. I left a message and was returned a call a few hours later. XXXX was the supervisor and he was kind and understanding. He requested a fax showing that the charge had cleared my account and I faxed it to him the next day. He contacted me again on XX/XX/XXXX and told the that the company would send in an instant refund which would take XXXX hours. On XX/XX/XXXX, I had still not seen a return in my account. I contacted Capital one bank and they told me it had been sent and cleared. XXXX was not available but another staff member in the XXXX office told me this. She said she would leave a message with XXXX and that he would contact me. She asked me to speak to the bank and ensure it is not being held for some reason. On XX/XX/XXXX, I checked my account and there was still no refund. I recieved a call from Capital one, XXXX, stated that everything looked good on their end and that the money had been refunded. He asked me to call XXXX XXXX just to see. I called XXXX XXXX and they told me there was nothing they could do. I asked for evidence that the money had not been cleared and that I needed something in an email stating these facts. That will be a whole nother complaint. I asked for documentation from both organizations several times specifically through email and both stated they did not do email.

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