Complaint Rating:

Company information:
Capital One Auto Finance
3901 Dallas Parkway
Plano, Texas
United States
www.capitalone.com

My husband purchased a 2005 Chevy Silverado in the fall of 2004 with an auto loan from out then bank Hibernia National Bank. In December of the following year Hibernia sent out 'skip a payment' coupons to all customers who were in good standing. Basically it was a break from your car payment at Christmas with only interest to accrue for that month. Capital One purchased Hibernia National Bank sometime in 2006 (??) and transferred the auto loans to Capital One Auto Finance in 2007. In August I began to receive letters about a 'skipped' payment. I went to the branch to try to clear it up-I had all payment coupon recipes where the payments had been made at the bank branch. After sitting for nearly 2 hours with a personal banker-I was told that the best thing they could figure out is that my Christmas offer to skip a payment from several years ago was being considered a skipped payment and penalties were applying. The branch was unable to do anything to help. Capital One began calling my house daily. Each day I would explain what happened. Each day my account was being turned over to 'Special Ops.' Or that the Hibernia accounts were not completely transferred over yet,etc.etc. After 3 months,more phone calls than I can count with special ops, unanswered e-mails to Capital One and Capital One calling my home as many as 13 times daily I finally received a call from a human in Special Ops. The call came to my cell phone while I was at work. The person left his name and number with extension. Not surprisingly the number does not work, the extensions is non existent and not one person who answers at the 1-877 line can connect me to this person. I was finally forced to take a loan on my home equity line of credit and pay the extra payment to avoid the harassment of the phone calls. Also, now the penalty and late fees for every single month after my complimentary skipped Hibernia payment are added to the remainder of the loan. I was told in no uncertain terms by the personnel at COAF that it was not Capital Ones policy to let anyone skip a payment and even though they purchased Hibernia and their contracts it does not appear that they must abide by guidelines of the contracts they purchased.