Complaint Review: Onxy Acceptance Corp , Capital One Auto Finance (COAF) - Plano Texas
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- Author Confirmed
- Onxy Acceptance Corp , Capital One Auto Finance (COAF) 3905 North Dallas Parkway Plano, Texas U.S.A.
- Phone: 800-666-4417
- Web:
- Category: Car Financing
Onxy Acceptance Corp , Capital One Auto Finance (COAF) After a year, I can't register my car - title not released due to lender Plano Texas
*Author of original report: my issue was finally resolved
*UPDATE EX-employee responds: This problem may get worse before better
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I bought my car in September 2005 - when registration came due in July 2006, State of Calif DMV wouldn't give me the tags for the vehicle due to some problem with the title. Seems they have still had not officially become the registered owner at that time - this was 10 months later. The lender was, at the time, Onyx Acceptance Corp. Onyx has always been a subsidiary of Capital One but now they call themselves Capital One Auto Finance.
I emailed, called, wrote and sent snail-mail to Onyx/Capital One and couldn't get one single response until August. I had one response that didn't even pertain to my issue.
When I called to follow up, I must have spoken to 4 or 5 people who each pulled up my record, reviewed it, then said things like "there is a problem with the paperwork but I'm trying to figure out what it is..." "I don't know", or "...well I guess you need to do this...". They guess? They don't know? No one could tell me why the DMV wouldn't issue me the current tags on the vehicle.
And...all things led back to the customer service phone number where you have to start all over with people who don't know anything and can't figure out how to solve that should be routine to a company of this magnitude, I mean it's CAPITAL ONE for gosh sakes.
Finally, I got a guy who was relatively new, listened and offered to research and call me back. He actually did! He sent someone physically over to the DMV to find out what the problem was, solved it and called me the same day to let me know (thank you BLUE!). I got my tags within a week.
HOWEVER...two days after that, I got a letter from Capital One stating that there was some problem with the dealership paperwork and that they would research it and get back to me. This was August 18, 2006. Today is January 4, 2007 and I hadn't heard a word from them until yesterday when someone left a message on my phone that the DMV was requiring a smog check before the title can be released to THEM (meaning Capital One).
I returned the call and must have forgot how awful the previous experience was and how inept their whole service setup is. I got the same people who reviewed the file and didn't see any note about anyone calling me the previous day, blah, blah, blah, round and round. Then they cut me off.
So I found the letter from August 18, 2006, called the main customer service number and asked for the person who signed it. I was put on hold. Someone finally came back and gave me a direct phone number. I called - got a fax tone. So I faxed...and on and on it goes...
So let's recap...I buy a car, I can't register it 10 months later when it becomes due because the lender isn't really the registered owner of the car because they haven't bothered to keep track of anything for about a year and 4 months and there are DMV requirements that need to be met by them but they can't seem to figure out what those are. Gee. Capital One. Who would have thought a company so huge could be overwhelmingly inept at business and downright stupid when it comes to customer service.
Diane
Modesto, California
U.S.A.
This report was posted on Ripoff Report on 01/04/2007 08:07 PM and is a permanent record located here: https://www.ripoffreport.com/reports/onxy-acceptance-corp-capital-one-auto-finance-coaf/plano-texas-75093/onxy-acceptance-corp-capital-one-auto-finance-coaf-after-a-year-i-cant-register-my-c-228801. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#2 Author of original report
my issue was finally resolved
AUTHOR: Diane - (U.S.A.)
SUBMITTED: Wednesday, March 21, 2007
Thanks, d**k, my issue was finally resolved likely due to catching someone's attention with my emails and faxes. The individual was diligent in pursuing a resolution and worked my issue through until the end. Turns out it was a keying error on the part of someone at the Onyx office resulting in an incorrect status pn my vehicle registration at the DMV. Go figure. I have total respect for the individual who fixed my problem and none for Onyx or COAF as a company.
Thanks again,
#1 UPDATE EX-employee responds
This problem may get worse before better
AUTHOR: Dirk - (U.S.A.)
SUBMITTED: Tuesday, March 20, 2007
I read your problem regarding having your vehicle titled in your name and the lack of success you have experienced. Perhaps I can shed some light on the scenario.
It sounds like the dealership did not place your name on the title properly, the lien should be COAF/ONYX ( one in the same ) and the unit should be titled to yourself. I could be wrong, but 90% of these issues begin with the what the dealership submits to the DMV. If the original documentation is incorrect you may well be in for a long ride.
You see, now the dealership claims it is the lenders fault and vice versa. Now the consumer becomes a pawn between the 2 companies COAF/ONYX want to satisfy the customer, but the dealership has made their money and figure this is the customer and/or lenders problem. In my opinion, it is in the dealerships interest to let the lender worry about this while the dealership makes new deals ( remember, they ARE sales people! ).
I am not surprised that "Blue" was the most helpful. He is in the Escalations department and this is his specialty. This is the best group to utilize for this problem but you must act fast.
COAF acquired Onyx and since has laid off 85% of the Onyx workforce. The Escalations group will be one of the last groups left before the entire titles department is outsourced from California within months. I have no idea what will happen thereafter. I recommend that you simply ask for "titles escalation" the "EEE" department or a titles manager at the Foothill Ranch location in order to have this matter resolved, and do it YESTERDAY.
Good luck in securing the lien instrument on your vehicle as I know this can be a frustrating problem once it occurs. I believe these tips will certainly help you.
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