Consumer complaint received 2021-04-14
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX says they are totally separate ) ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... 
XXXX XX/XX/2021 Payment inadvertently made of {$24000.00} on lease payment due of {$240.00} Said funds were transferred from my XXXX XXXX XXXX  checking account to XXXX XXXX. 
XXXX XX/XX/2021 Called XXXX Customer Service to report over-payment. I was told they would look into it. 
XXXX XX/XX/2021 Called XXXX Customer Service and was told the payment processing department could not process the refund because of possible stop payment on my check, and was told to check with my bank. Called XXXX XXXX XXXX and they informed me that no such stop payment order had been received and the funds had had been withdrawn from my account and sent to XXXX. I immediately relayed this information back to XXXX XXXX Customer Service and was told this information would be sent to the Payment Processing Department. 
XXXX XX/XX/2021 I inquired as to the status of the refund and was told the service request had been submitted to the Payment Processing Department on XX/XX/XXXX, and was would be sent to me by XX/XX/XXXX ** XX/XX/2021 I was told that XXXX XXXX could not find my request for a lease extenstion, which I requested on XX/XX/2021. They told me that they would check and would call me back. I never received a call back. 
XXXX XX/XX/2021 I was told Customer Service would email XXXX XXXX Department and would explain the over-payment and would request that the over-payment be applied to one expect the refund in 30 days, and/or 16 business days. 
XXXX XX/XX/2021 I was told that the refund check would be sent, but would take 3-5 days for me to receive it. 
XXXX XXXX XXXX I checked on the lease extension and was told it had been approved and I could ignore the " request to return leased vehicle '' letters that I had been and would be receiving. I checked on the status of the refund and was told it was still being processed. 
XXXX XX/XX/2021 I called Customer Service and was told that their prior request to the Check XXXX Department had been improperly completed and that they would submit a new request. 
XXXX XX/XX/2021 I was told by Customer Service that no response had been received from the XXXX Department and that they would submit an email to them marked urgent. 
XXXX XX/XX/2021 I was told that an urgent email request had been submitted, but Customer Service had not yet received a response. 
XXXX XX/XX/2021 This information was FAXed to XXXX XXXX, Attention CARE Department XXXX XX/XX/2021 Talked to employee supervisor and manager and was told, in each case, it was in process and would be sent 16 days from XX/XX/XXXX, although they had no official confirmation and would send another email if refund date could be improved.

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