Consumer complaint received 2022-05-25
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
In XX/XX/XXXX, I leased a XXXX XXXX XXXX with Kia Finance America as the lessor. In the fall of XXXX, I moved to California. In early XX/XX/XXXX, I sought to register my vehicle in California at my local DMV in XXXX XXXX. At that time, I was informed that I could only register my vehicle if I had a limited power of attorney signed by a representative of Kia Finance America. At that time, I contacted Kia via its customer service department ( XXXX ) and requested that the document be sent to my local DMV. Approximately a week later, I called Kia Finance America to ask if the document had been sent and was told that it had been. I went to the DMV on XX/XX/XXXX and was informed that it had not been received. I then called Kia Finance America again to ask if the document had been sent and was told that it had been. I went to the DMV again on XX/XX/XXXX and was informed that it had not been received. I then called Kia Finance America again to ask if the document had been sent and was told that it had been. On XX/XX/XXXX, I called Kia Finance America and expressed my exasperation. After speaking with them, I received an unexpected next-day-air package to my doorstep with the limited power of attorney that I had been told multiple times would take days to weeks to process. In late XX/XX/XXXX, I went to the DMV and registered my car ; however, I was told that my license plates would not be released until the DMV received the paper title from Kia Finance America. I then called Kia Finance America and was told that the document would be sent. Upon relaying this information to the DMV, I was assured that my license plates would be sent by postal mail within six weeks from XX/XX/XXXX. Having heard nothing from that time forward, I contacted Kia Finance America in early XXXX and was assured that the title had been sent. On XX/XX/XXXX, I went back to the DMV and was told that the title had not been received. I then called Kia Finance America and was told that I was misinformed- the title was never sent. I was then informed that the title would be sent within ten business days and to call back for a tracking number. After ten business days, I called back again and was told that five additional business days were needed. After calling back after those five business days had passed, I was told that there was a processing issue and that the title could not be sent. I was also told that the customer service department could not speak directly with the titles department. Since XX/XX/XXXX, I have called Kia Motors Finance at least eight times, each time either being told that I needed to wait longer or having the call " dropped. '' On Wednesday, XX/XX/XXXX, I was told that someone from the customer care team would reach out to me within XXXX business days to resolve the issue- this never happened. Upon calling back three times today, XX/XX/XXXX, and speaking to at least five different Kia Motors Finance employees in three different departments ( customer service, customer care, and the special agents team ), I was told that the title would be sent on XX/XX/XXXX, and to call back after that date for an update. 

After over six months of corresponding with Kia Finance America, I do not believe the title will be sent, and even if it is, I am curious as to whether my rights as a consumer have been violated. Kia Finance America has continuously supplied me with faulty information and has single-handedly prevented me from registering my car, my right as lessee, for over six months. Unfortunately, I did not record the names of the employees with whom I have spoken, and I do not have a complete record of each call that I have made. I would be happy to submit a copy of my lease or my attempted car registration if it would be helpful.

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