Product: Vehicle loan or lease

XXXX XX/XX/XXXXXXXX  the Kia was hit in front of our house by a neighbor that was on the phone and not paying attention and hit our parked car. -The police never showed up. Neighbor gave us the insurance information. Made a claim on their insurance with XXXX XXXX XXXX. -- continued to make payments until XXXX of XXXX  -- XX/XX/XXXX -- I called Kia Finance to let them know that the car was declared a total loss by the insurance company. -- XX/XX/XXXX, XXXXCalled Kia Finance they told me no payment was due. Took a screenshot of the website because my sister-in-law told me to. The screen shot showed they was no payment due and showed a due date of XX/XX/XXXXXXXX  but with a {$0.00} amount due. ( see screenshot ) XX/XX/XXXXXXXX  -- Called Kia about seeing if we can get the payment deferred. I was told that not to worry a payment was still not due because it was being handled as a claim from the insurance. Was told to call back on XX/XX/XXXX about the deferment. XX/XX/XXXXXXXX  -- called back to check. They said no payment was still not due since insurance and gap claim is still not fully settled. XX/XX/XXXXXXXX  -- called Kia about how much was still owed on the vehicle. They told me what the balance was at that time but did not tell me that the account was due in full at this time or that a payment was due or delinquent. XX/XX/XXXXXXXX  -- called them again to make sure a payment was not due. They still were telling me no payment was due on the account. And again did not tell me the account was in a charge off status at this time. XX/XX/XXXXXXXX   -- Tried to call Kia because I could no longer log into my online account. Spoke to about 5 people because they kept transferring me. At this time they did not tell me that my account was now being reported as a " charge off ''. They did not mention on this day that a letter was mailed to me and my husband on XX/XX/XXXXXXXX  as stated on a phone call on XX/XX/XXXXXXXX  that XXXX told my husband and sister-in-law over the phone and that the account was put into a " charge off '' status as of XX/XX/XXXX. XX/XX/XXXXXXXX  -- called again to see if a payment was due and needed an address to send them the check I received in the mail from XXXX XXXX. The check was written out to me AND Kia. I was again transferred multiple times and when I asked them if I could talk to a Supervisor, they told me at that time I needed to talk to someone in the Recovery Department. I never was able to speak to someone from the Recovery Department because they just kept transferring me to the incorrect department. XX/XX/XXXX, XXXX-mailed out the check to Kia from XXXX XXXX XXXX XX/XX/XXXXXXXX  -- called again to see if they received the check that I mailed to them. I was transferred again multiple times and never spoke to anyone due to the company being on the East coast and I am in AZ and do not get home from work until after XXXX XXXX  AZ time. XX/XX/XXXXXXXX  -- My husband & sister-in-law called to speak to someone because we saw on our XXXX XXXX app that our scores had dropped about XXXX points and the app said that the account was now a " charge off ''. They spoke to a person in the Recovery  Department after again being transferred multiple times. They spoke to a lady by the name of XXXX. This is when for the first time we were told that " a letter '' was mailed out to us on XX/XX/XXXXXXXX  and since the account was not paid they charged off the account. She also stated that they had made multiple attempts to reach me over the phone regarding the payment with no response from me. I spoke to Kia again on XX/XX/XXXXXXXX  to again attempt to resolve this without having to file a complaint and found out that they did not have the correct phone number for me. They have XXXX and my number is XXXX. So this confirms the reason I did not get a call from them during this period. My husband also asked XXXX to get a Supervisor on the phone and she said she was not able to reach one but would " put in a request '' for a Supervisor to call him back and it would take 24-48 hours for them to call back. My husband never received a call back from a Supervisor. XXXX told my husband that the account was sent to be a charge off because the insurance was done settling the account and now the balance was due and that was done around XX/XX/XXXXXXXX  and why the letter was sent. The check in the amount of {$440.00} that was credited to the account on XX/XX/XXXXXXXX  was from XXXX XXXX XXXX... so the account was not fully paid by the insurance and should not have been put into a charge off status as they are claiming when and why the charge off was done. However, XXXX claimed today that this check was from the GAP insurance and the GAP insurance has not paid anything on the claim on this car. XX/XX/XXXXXXXX  -- My sister-in-law tried to call Kia today. After over an hour of being transferred, hung up on and told when she was going to add me to the call that she had to do that first because they can not stay on the phone but another agent said she would wait and the call was lost and she gave her the phone number in case that happened. That rep. did not call or attempt to call back. She spoke to XXXX then transferred to XXXX then to XXXX ( which is the one that had the number to call but did not and told her to get me on the phone ). She called back after the rep was not there and spoke and transferred to XXXX then XXXX. XXXX hung on her when she mentioned that a compliant was going to be filed with the CFPB. She called back then spoke to XXXX then transferred to XXXX and she told her I needed to be on the call but they are not allowed to wait and she would have to call back again. So I called Kia again today to hopefully be able to resolve this without having to file a complaint against them. I then was transferred to XXXX then to XXXX. XXXX is who verified my phone number, which was not correct. She again stated that they sent out a letter to us on XX/XX/XXXX ( which we NEVER received in the mail ). She told me that they received payments from the GAP insurance on XX/XX/XXXXXXXX  for {$330.00}, XX/XX/XXXX for {$620.00} and XX/XX/XXXXXXXX  for {$440.00}. They is not correct because GAP did not pay anything on our claim and refused to pay anything on the claim. She also again said that the charge off was filed and reported to the credit agencies on XX/XX/XXXXXXXX  ... dropping our scores by about XXXX points. She said she would put in a " request '' again for a supervisor to call me back and now it could take up to 72 hours for a return call. I told her a " Supervisor '' never called my husband back in XXXX and she said there were remarks in their system stating that a supervisor had reached out to him but did not reach him. She told me that " they '' do not put the negative report on our credit that the credit agencies do that NOT them. They are who report to the credit bureaus ... so this is false as well. I did not keep good records of who I spoke to at the beginning because I did not ever think we would get to this point with Kia. If they would have told me a payment was due or the balance was due in full I would have paid it. I had never paid a late payment with them since I had this loan since XXXX. We would like all phone logs from Kia and proof of the letter that was sent on XX/XX/XXXX ( return receipt that we signed for this letter ). The letters provided by us on this complaint were emailed to us after we inquired about this issue. The one " mailed '' to us is dated XX/XX/XXXX.