I also am a victim of the Onyx Acceptance and Capital One Auto Finance Account buy out. I have my truck loan through Onyx for four years and they were very helpful to me when I lost my job by rolling a payment to the end of the loan. Onyx was courteous and helpful and I enjoyed working with their customer service department.
Now in October I was notified that my loan had been sold to Capital One and all payments should be sent to them. I received my first statement from Capital One and sent my November payment on October 27 in the supplied envelope. Just before Thanksgiving I started getting harassing telephone calls from all different people, paid to collect the amount that was, in their words LATE. I explained that the payment had been made and they needed to check their records and find out what happened to my payment. They said they could not do that and told me to stop payment on the first check and to send a new one with a late fee.
I requested that a duplicate payment statement and envelope be sent to me and they said there would be a charge for that service. I lost it!!! They did end up sending a late payment letter and NO statement or envelope to mail it in.
On November 28 we stopped payment on the first check, issued a new check and sent it to the return address on the envelope that we received the notice in, and that was Plano, TX.
It is now December 5 and they claim that they never received that payment either, and the harassing phone calls started again today, and never by the same person. I received 7 calls today and I called them 3 times trying to talk to a supervisor or someone in charge. I never was allowed to speak to anyone in charge but got transferred to a recorded message that stated they would get back to me in 2-3 business days.
On one phone conversation on November 26th I did get to talk to someone whom I was told was a supervisor and he said he would take care of things. I asked for this person in my requests today and was told that they did not know of this person.
Capital One has terrible customer service, they have non-knowledgeable people paid to harass and demand payment. They do not try to help rectify anything that may be an internal problem, "It is always the customers fault, as they do not make mistakes." I have to admit after many conversations explaining to many different people the same story that I am not the easiest person to deal with anymore. Oh and speaking of explaining to these people what has been going on, there is no record on my account listing all the people I HAVE spoken to about this matter.
I am stuck with one more year with this company and this first months experience dealing with them has left a real bad taste in my mouth. I will never recommend for anyone to have any dealings with this company. I doubt that President and CEO of Capital One Mr. Richard Fairbank, EVP's Mr. Gary L. Perlin or Mr. Gregor S. Bailar would appreciate it if I were to call them every 15 minutes on Christmas Eve or Christmas Day asking them if they received my payment. This is how I have been treated, and I know that my payment was received last month and it is in your hands, lost in the inadequacies of the accounts receivable department.
Trina
Livingston, Texas
U.S.A.
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