Consumer complaint received 2021-06-24
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XX/XX/XXXX My son leases a new XXXX XXXX for three-years in XXXX XXXX. I am asked to sign as co-lessee ( please find attached copy of the original lease agreement ). 
XX/XX/XXXX My son moves to XXXX, XXXX  for new job opportunity. 
XX/XX/XXXX My son contacts Hyundai Finance to request an extension on his lease due to the XXXX Outbreak ( please find attached copy of the lease extension ) XX/XX/XXXX My son officially receives the six-month lease extension ( through XX/XX/XXXX ) from Hyundai Finance which he doc-u-signs and immediately returns. At no point did Hyundai Finance mention to him that I needed to sign this lease extension. On top of that, I was never notified nor contacted by phone, email or USPS mail with a copy of this lease extension by Hyundai Finance. 
XX/XX/XXXX My son makes payment # 2 on his six-month lease extension and continues to make monthly payments to Hyundai Finance in advance of his monthly due date of XX/XX/XXXX. He continues to make the following payments : XX/XX/XXXX ( # 3 ), XX/XX/XXXX ( # 4 ), XX/XX/XXXX ( # 5 ), XX/XX/XXXX ( # 6 ) all in advance of his due dateXXXX Hyundai Finance has accepted all six payments on the lease extension ( please find attached list of the lease extension payments made by XXXX  and received by Hyundai Finance ). 
XX/XX/XXXX My son goes to drive his car only to find out its no longer where he last parked it on the street in front of his new apartment. He contacts XXXX  to learn its been repossessed by Hyundai. 
XX/XX/XXXX He contacts Hyundai Finance and was informed that I needed to sign the lease extension and thats why the vehicle was repossessed. He is also told that Hyundai had attempted to contact him by phone but that they are not allowed to leave messages due to privacy laws. My son was unaware of any such calls ( as he does not pick up calls from unknown numbers especially with the proliferation of spam calls everyone receives these days ) and never received an e-mail from Hyundai Finance regarding any issue.

My son asks to speak to a manager and is told it would take 72 hours for a one to get back to him. 72 hours pass and no one contacts him. In fact, its now been over a month days and hes yet to receive a call from a manager. He contacts Hyundai at least half-a-dozen times and gets nowhere. Hes told his only option is to purchase the vehicle outright and pay all of the repo fees. 
XX/XX/XXXX I contact Hyundai Finance several times and speaks with 4 or 5 reps and gets nowhere. All of the Hyundai reps are completely dismissive. I also ask to speak with a manager but never receives a call back. I then contacts Hyundai Customer Relations and opens up a Complaint Case ( Case # : XXXX ) XX/XX/XXXX I call to follow up on his case and is told there is no update and is then directed to call Hyundais repossession depart who inform them that there is no way they will reverse this repo order. I have never received an update on my case in nearly a month. 
XX/XX/XXXX We both call Hyundai Finance one last time and speaking to XXXX ( Supervisor ) in Texas to let her know that we are getting an attorney. 

Summary : I would just like to state that my son acted entirely in good faith during this entire process. 
He signed the six-month lease extension with Hyundai Finance as instructed and made every payment on time. He was actually planning on returning the vehicle prior to XX/XX/XXXX and leasing a new Hyundai. He's now been without a car for four weeks. He has been embarrassed, treated like a criminal by Hyundai and has had his and my credit destroyed. He cant even buy or lease a new vehicle right now because of this. Its apparent to us that there is a serious communication issue within Hyundai Finance for which we should not be punished. We firmly believe that their finance department is acting in a criminal manner by deciding to bleed out every last dime from XXXX before taking his car four weeks early after receiving the sixth and final payment of the lease extension. This is clearly a violation of Federal Banking Laws.

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