Consumer complaint received 2020-09-11
Company: HYUNDAI CAPITAL AMERICA
State: FL
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 bought a XXXX XXXX XXXX around XX/XX/XXXX. At that time I bought an extended warranty from XXXX through XXXX XXXX XXXX XXXX. That warranty is portrayed with false advertisement and does not cover what I was told it would, I wanted to cancel it. After months of calling and sending faxes to XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX, I finally went to the Kia dealer in  XXXX XXXX . After 2 trips there ( which is very far from my house ) I was given a telephone number of XXXX XXXX. ( so far the only person at the dealership that was helpful ) I talked to her on XX/XX/XXXX and she finally processed a return check for the amount of {$1300.00}. ( document 1 ) I never received the return neither a letter nor any communication telling me how was Kia finance  going to handle this return. 
*1 calls-I have made tens of attempts to contact a manager or person in charge that may solve my 2 main issues described later ) I have called many, many times I mean over 20 times during these 2 months after 15 to 30 minutes of waiting in the phone sporadically I have gotten a live person to talk to me, however, these are not employees in charge of making any changes or adjustments. they just give me another telephone number, and another one not giving me the name, telephone, or e-mail address of anyone in charge. After all of my failed attempts to solve 2 issues : # 1 How was my return going to be handled # 2 The company should adjust and reduce the monthly amount that they were charging for the mentioned insurance return. My monthly payments were {$370.00}., I was told that the XXXX  insurance was about {$40.00}. a month, then my monthly payment amount should be around {$330.00} *2 complaints ( one of my complaints was on XX/XX/XXXX to the Consumer assistance center. Complaint number XXXX ( document 2 ) The only answer that I received was their phone number ( which is never answered ), fax, and address. ( document 3 ) Now according to them, the case is closed even though I have not talked to a supervisor and that they have not answered any of my issues. ( document 4,5 ) *3 letter-I sent a letter on XX/XX/XXXX with a return receipt certificate to Kia motor Finance XXXXXXXX XXXX XXXX XXXX XXXX Ca. XXXX. 
They signed it. No response. ( document 6 ) If this horrible customer service, negligence, and bad practices wasn't enough, starting last week the payment department has been harassing me with nonstop phone calls saying that I owe 2 months payments and that they are adding late fees and extra charges, even though that they sent me an e-mail on XX/XX/XXXX stating that my XXXX payment for {$370.00} has been processed. ( document 7 ) I spoke to XXXX  on the payment department for the second time on XX/XX/XXXX, he is an employee with no power to resolve this situation, about 2 conversations of half an hour trying to explain the situation and get a manager, he wrote " notes '' and transferred me to " an extension '', waiting for over ten minutes he said that I should call again " tomorrow '' I called on XX/XX/XXXX and spoke to XXXX she was very nice but again couldn't fix the problems. She transferred me again to the extension since they never gave me a manager 's name or phone number, I was again waiting for about 20 minutes with no answer. 
I even made an extra payment today of {$320.00} ( document 8 ) even though that according to the above-mentioned e-mail stated that XX/XX/XXXX is paid and my XXXX payment is not due until XX/XX/XXXX I don't want to keep having issues or being penalized for their mistakes. 
I have exhausted every possible way to resolve this matter. I have wasted my time, energy and I am emotionally stressed. besides, I don't want this company to damage my hard-earned credit score. I  am going to send these documents to them by fax also. It has been more than enough I don't want to keep spending more time energy or money ( hiring a lawyer ) trying to resolve a simple situation with a company that I can't trust. 
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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