Consumer complaint received 2021-08-26
Company: HYUNDAI CAPITAL AMERICA
State: HI
Product: Debt collection
Sub-product: Auto debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
On XX/XX/XXXX a repo company names XXXX XXXX XXXX came to retrieve my car. I questioned the driver about i never received a notice or even a bill for my new car. I even called the company in XXXX and XXXX ( Hyundai XXXX ) to find out 1. Is there a bill coming soon 2. Will they call me to get my license plate. The lady I spoke to said, it should be coming the first of the week XXXX. I called back in XXXX with same question and they said they would have someone call me. 
The repo company allowed me to call the number of the finance company because I didn't have any number on my contract or name of the company on my contract so I didn't know who to call. I called them but they were closed. After being so angry and frustrated, I realized it was XX/XX/XXXX weekend and they wouldn't be open. I was left without a car from XX/XX/XXXX evening to the XXXX afternoon. I had to find my way to work, I had to find my way to my mom XXXX home because she has XXXX and is elderly to drop supplies to her and on XX/XX/XXXX, I had to take a day off to retrieve my car. 
XX/XX/XXXX I spoke to XXXX about my situation ( Hyundai Finance ). I told her i never received a payment book or statements. She just read the reinstatement procedure to me and said I owe XXXX which needs to pay within 10 days to release your car otherwise it would be sold at auction. the XXXX included XXXX for past payment ( which I still have not received anything stating that it was past due or my monthly payment stubs. XXXX surcharge XXXX repossession fee. So, I paid. i was upset because in XXXX i lost my car to a flood here, i was swept away in my car and so, this purchase wasn't planned it was a necessity. I was angry because I had notice from the company and the statements they said they sent, later I found out it was sent to my physical address when I clearly stated it's a a non deliverable address but listed my P.O. Box as the primary. Then, XXXX told me processing the payment will take a while and then, I can call to know where to retreive my car. The tow truck operator gave me his number and his name was XXXX @ XXXX told me maybe once you get this figured out they will allow me to bring it to you. He knew i was very upset! 
XX/XX/XXXX, I called USPS to create a claim because the last 3 statement went missing and i wanted to know where they went. I went to the post office in XXXX and asked them to find out what happened. 
Then, on XX/XX/XXXX, - spoke to a XXXX XXXX agent at XXXX XXXX then, spoke to XXXX who told me someone will call me with amount and pick up. information.I called Hyundai Finance in Ca. and asked to speak to Manager. I spoke to a XXXX XXXX voicmail and never received a call back from him til this day XXXX XXXX, XXXX. XXXX the hyundai rep told me everyone pays a repo fee. 
XXXX from PAR gave me the address and time I could pick up the car. He required XXXX on top of all the other charges because it was a release charge for car, needed cash because he was always on the road. Picked up car and rove home. 
XXXX called hyundai finance again to find out what happened and how to solve this problem. During this time I had sleep deprivation, a lack of appetite and some health issues I had to consult with my Dr. due to the stress that this situation is having on me. 
Called XXXX another manager in Georgia XX/XX/XXXX called Hyundai again and opened a complaint, spoke to XXXX another manager- he stated that the contract should state where to pay but I looked at my contract and it didn't state that but he said on page 11 it is there but i told him I dont have page 11. 
XX/XX/XXXX Called the hyundai XXXX finance department and spoke to XXXX who set up my contract and told him the story. He said he would call on my behalf but I seem to be getting somewhere probably more than he. He explained that the contract doesn't give a finance company because that changes with each customer. 
XX/XX/XXXX, - XX/XX/XXXX left messages. XX/XX/XXXX, - XXXX asked for receipts from bank and PAR so I provided him with screen shots because 1. my bank was not going to submit a statement to any company, they suggested I bring it up on my computer and send the e statement which I did and 2. i sent the PAR receipt to them. from XXXX XXXX I didn't hear anything, no phone call no email which i sent to XXXX because i wanted an update. 
on XX/XX/XXXXI called back to ask for the President or CEO XXXX XXXX office because I would like to speak to him because i wasn't getting anywhere and no one is filling me in. During this time, i wanted my full amount {$840.00} ( XXXX XXXX surcharge + XXXX ) and wanted XXXX to work on correcting my credit report. 
XX/XX/XXXX Spoke to XXXX and asked about what is going on? why hasn't anyone notified me or kept me updated because it has been a month since this has happened. She said the situation has gone to higher management but to give them 30 days and not to call back, someone will contact me. Okay i said. 
XX/XX/XXXX I called hyundai finance again early since I haven't been sleeping well during this time and spoke to XXXX and I asked about the situation because it has been 32 days and no one called me, emailed etc. She said a request was submitted XX/XX/XXXX for XXXX i said " no, I want all of the money I paid which is {$840.00}. { I told XXXX that when I spoke to him too, that i do not want XXXX I want and the full amount that i paid. } I won't accept it, I want the full amount which I paid. I also want my credit score fixed so you can out that in your computer and send it to your manager. 
XXXX- received car statement which states no payment amount due. ( To this day, i haven't received the 3 payment stubs which are still missing although, I paid and asked for it, i haven't received my contract from them which Im suppose to have ). 
XX/XX/XXXX called XXXX from hyundai finance to ask why is there no amount? Why does the automated service when I call state i dont have to pay til XX/XX/XXXX? He told me that it was processed {$680.00} would be refunded to me and XXXX check would be sent. I didnt ask for that, I wanted {$840.00} but at this point, Im frustrated! I said put the XXXX towards the car and Ill await my check and work on the credit score please. 
I went on experian and filed a dispute so they can change my late charge to on time because it wasn't my fault that they sent it to physical address and they didn't follow up on the correct address. They did however, say they called but I have no phone record of hyundai finance calling me, voice message otherwise I would of called. 
XXXX received a check in mail for {$670.00} but will not cash it because I want my full amount! 
Hyundai Finance or Hyundai Capital : XXXX I have all my notes by date in my log book and can take pictures of it if need be.

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