Consumer complaint received 2019-09-24
Company: HYUNDAI CAPITAL AMERICA
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I am having issues getting my vehicle transported from XXXX, HI to XXXX, IL because I need a letter from my leinholder. I have now been without my vehicle ( in which I have continued to make auto payments ) due to Kia Finance practicing in bad faith being manipulative, deceitful, and giving false information. 

Matson/state of HI requires Lienholder to give letter allowing vehicle transport. 

Customer Service Department ( XXXX ) is the only people I can speak to however another department reviews documentation and sends approval or denial letter for the vehicle transport XX/XX/19- Faxed all documents to XXXX XX/XX/19- Faxed all documents to XXXX *XX/XX/19- Received call from XXXX at Kia saying missing documents ( policy documents and dates for shipping ). Was given an e-mail address : XXXX XX/XX/19- E-mailed documents to XXXX *XX/XX/19 XXXX ( CS time ) XXXX Called to check status ( 31 min call ) Spoke to Manager XXXX who refused to give any other method of sending documents other than fax XXXX and e-mail XXXX I requested a call back from someone above the manager position, was told it would be about 2-3 business days. 
NO CALL BACK RECIEVED XX/XX/19- E-mailed documents XXXX *XX/XX/19 XXXX ( CS time ) - Called to check status ( 65 min call ) Spoke to Manager XXXX ********** who gave alternate e-mail for documents XX/XX/19- E-mailed documents XXXX XXXX E-mailed documents XXXX. XXXX XX/XX/19 XXXX ( CS time ) - Called because I received e-mail error ( 11 min call ) XX/XX/19- Spoke to Customer Service Agent who E-mailed documents XXXX. XXXX XX/XX/19- Faxed documents to XXXX *XX/XX/19 XXXX ( CS time ) XXXX Called to check status ( 22 min call ) Spoke to Customer Service Agent XXXX said wrong e-mail previously given correct e-mail given XXXX. XXXX, stayed on the line to confirm that e-mail was received by manager. Was told documents would be sent to correct department and call back in 3 days for letter. 
XX/XX/19- E-mailed documents XXXX *XX/XX/19 XXXX ( CS time ) - Called to check status ( 23 min call ) Spoke to Manager who said confirmed XXXX ********** had submitted documents to department who handles transports XX/XX/19- Received denial letter *XX/XX/19- Called to check status ( 31 min call ) Spoke to Customer Service Agent XXXX saying policy documents and dates for shipping not sent in. 
I advised that Manager and CSA said that documents were received by manager. Customer Service Agent said sorry documents not uploaded to file. Spoke to XXXX XXXX who said you can wait longer resend the documents again. Spoke to XXXX XXXX who said they would have XXXX XXXX call me back, not sure why documents not uploaded into the file. 
NO CALL BACK RECIEVED *XX/XX/10- Called to check status ( 48 mins ) Spoke to XXXX ( Customer Service Agent ), transferred to XXXX ( Supervisor ) and then XXXX ( Manager ) who said everyone is out of the office for the weekend. Manager sent me an e-mail with his personal e-mail address XXXX, sent documents to his personal e-mail address, copied XXXX. Confirmed on the phone with him that he received the documents and would upload into file/account. Was told to call back on Tuesday for status of letter. 

XX/XX/19 @ XXXX ( CS time ) Received voicemail from Manager XXXX to call back *XX/XX/19 XXXX ( CS time ) - Called to check status Spoke to Customer Service Agent XXXX XXXX told to go to website and fill out vtc form again and resend! Requested Call back from manager. 
XX/XX/19- emailed requested form to XXXX and XXXX XXXX

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