Consumer complaint received 2023-08-14
Company: HYUNDAI CAPITAL AMERICA
State: KS
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
I purchased my XXXX XXXX XXXX on XX/XX/XXXX and paid off the entire remaining balance of {$10000.00}. They company sent out the title on XX/XX/XXXX and I received in a week or so later. 

When I finally received, they improperly filed my information. They did not relinquish all rights to any refund due for personal property taxes and /or registration fees paid to Kansas XXXX me. 

I should be getting a pretty large refund and have spend the last 5 months following up. After numerous calls and hours on the phone, talking to multiple reps and supervisors, they all claim I can not contact finance directly and the issue isn't resolved. 

Timeline is below, I don't know what else to do. They have been withholding this information, nothing has helped. Hyundai Motor Finance has been an absolute nightmare to deal with. I also spend hours getting my title information when I moved states. They are a shameful company and I wish I never worked with them. 

XXXX : Decided to buy out lease. Paid off vehicle on XX/XX/XXXX for {$10.00}, XXXX. Followed up with company to get title after this call, as the rep I spoke to improperly recorded my payout in my account according to the second rep I spoke with. XX/XX/XXXX they finally released the lien on my vehicle and sent out title. 

XXXX : Went to the DMV with new title, submitted to get a new license plate. Ran into issues when I was issued my new plate, but could not get my refund, they explained HMF filed the ownership of my vehicle improperly. HMF needed to authorize a release form to provide me back the refund I am owed by Kansas. Called HMF, explained that I had a Request for Refund Release Form provided to me from my local XXXX KS DMV. Explained the directions the DMV had given me and confirmed this was the correct address to send the form, how to title it, etc. Representative confirmed. Sent in form, was told it can take several weeks to process. 

XXXX : Waited for follow-up from HMF or DMV, nothing. Called for any updates and were told there were none. 

XXXX : Called HMF and spoke to another representative who said my form must have gotten lost in the mail. This has very personal information on it, I was very alarmed, she sounded like this happens all the time. Asked for an email so I can track progress. Sent email to XXXX on XX/XX/XXXX. 


XXXX : Continued to follow up with Hyundai about 8 times from XXXX and XXXX to XXXX. At one point was told they had my information and had forgotten to mark it for next steps, so it was just sitting in my account. I asked to speak to two supervisors, talk directly with finance ( was told I can't ) and asked for specific action steps and a timeline. Was not given one. 

XXXX : XX/XX/XXXX, called local DMV again to see if the information had been faxed over. It has not. Called HMF and explained the entire scenario ( again ). Rep said she would check on things. Put me on hold. 30 minutes later someone else picked up and I had to start all over again ( she hadn't put me on hold properly ). The second rep transferred me to another " supervisor '' ( the third one I've spoken with in the last few months ). This supervisor said that on XX/XX/XXXX, my form was internally forwarded to an unknown party ( couldn't see who or what department ) since it was originally forwarded to the wrong department after my last call. There has been no action on the account since. 

If it weren't for following up, my form would still have just never been received or worked on. The processes that this company has in place are horrible.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation