Consumer complaint received 2021-05-14
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I have a car loan with Hyundai Motor Finance. I'm made full and on-time payments of {$440.00} since the inception of the loan in XX/XX/XXXX. I had the account on auto-payment from the same bank account from XX/XX/XXXX to XX/XX/XXXX. For the XX/XX/XXXX payment, I stopped that auto-pay and placed a one-time payment from a different bank account. On XX/XX/XXXX I received a " Payment Reminder '' for the XXXX bill, stating an amount of {$900.00} was due XX/XX/XXXX. I checked my online statements, and the XXXX payment was recorded but the payments made/remaining counts had not changed from the previous month. I verified with my bank that the {$440.00} was withdrawn on XX/XX/XXXX. Due to the pandemic, call volume was high and I contacted HMFUSA by secure message on XX/XX/XXXX. The response on XX/XX/XXXX was to " please call '' the 800 number. I made multiple calls to XXXX, with the billing department informing me that they see " all '' payments being made, and this is a technical issue. The transferred me to their online services unit. That unit informed me they can only resolve certain issues, and this would require the billing unit to " wipe out '' the ghost bill ( and late fee ) on my account. I requested they escalate the issue and resolve it. Some calls later, the solution proposed by XXXX was that I could pay the " outstanding '' amount of {$460.00} ( the {$440.00} plus I am assuming a late fee ). I explained that I did not owe any extra payment or late fee, as I made all payments on time. I also pointed out that my payments made/remaining count is off and how would that resolve that issue. I requested that they correct their systems because there is no missed payment and no late fee owed. I contacted them again on XX/XX/XXXX to request the issue be resolved. As of XX/XX/XXXX my XXXX account now displays the account as " past due '' online. On XX/XX/XXXX I received a call stating that my account was being sent to collections, and the call was XXXX calling to collect payment and that if payment was not made, my car could be repossessed. They confirmed where the SUV was stored. I informed XXXX at XXXX of the lengthy issue, she confirmed she could see the various call and email inquiries, and she confirmed that there were monthly payments made on time and full throughout the loan history. She promised to notate the account and escalate it immediately for resolution. She apologized several times. This call was especially aggravating as my child was in the car, and having to explain what collections were, why XXXX would be calling, and what " repossessing '' the car would mean was embarrassing and mentally painful. On XX/XX/XXXX, I received an email stating my account was past due, and a payment of {$460.00} was past due. Today, XX/XX/XXXX, my wife and joint account holder received a second call stating that this was an account in collections. She stopped the call with a short explanation of the previous calls, and requested XXXX review their records and immediately escalate the matter. I am now requesting CFPB 's assistance. XXXX XXXX own records document the on time and full payments since the loan inception. An error in their system is now causing them to repeatedly email, call, and harass us with threats of collection on an account that is paid on time and in full.

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