Consumer complaint received 2021-07-31
Company: HYUNDAI CAPITAL AMERICA
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
XX/XX/2021 To Whom It May Concern, I moved from XXXX to XXXX and called Kia Motor Finance XXXX ( my finance co. ) on XX/XX/2021 to request a letter of permission to transfer my registration to XXXX  and a copy of the title, as both are needed to register a new car ( if financing ). The rep. stated they handle state to state transfers via secured email sent from them. I received this secure email, made an account and completed the request form and sent it back on XX/XX/2021. In the online secure message portal, it shows sent. It stated it could take 4-6 weeks due to having to request the title from the State of XXXX. I called again on XX/XX/2021 to check the status and they stated they could not see anything on my account related to a request, that they could only see it on their end until the title dept. noted it was being processed and there was no way to contact the title dept. as that was an internal dept. without contact. I then called back on XX/XX/XXXX and was told the same things. I called back on XX/XX/XXXX and the rep. told me that they did not see any requests, it must have not been received. I told them I have a screen-shot showing it was sent and they said I would need to submit another request. They sent me another secure message on XX/XX/XXXX and I logged into the message again and completed the form again and sent the second request the same date, XX/XX/XXXX. I then called on XX/XX/XXXX to check the status and same excuse, they did not see any update on my account, I asked for a supervisor and they put me on hold and never came back after 18 min. I then called back on the XXXX and was put on hold while they did some investigating. When they came back on the line, I was told that the internal dept. ( of which I was originally told multiple times, couldn't be contacted ) the title co. had pulled my request 2 days before and had my title and letter of permission of which would be emailed to me and sent to XXXX  in 1-3 days. I was so relieved. I caught an XXXX to the DMV on XX/XX/XXXX and called to let them know it wasn't in my email but to see if they had sent it to the DMV in XXXX. This rep. stated they do not email these documents to clients, only directly to the state. I asked, so your rep. lied to me last week. They had no answer and said they could not see my request and I would need to send another one. I asked for a supervisor and was hung up on. I called back the same day, XX/XX/XXXX and the new rep. told me that they had my title and it would take 3 weeks to date as they had to print a copy to send to XXXX. Being I was already at the DMV and had waited for 3 hours to be seen, I asked and they stated, they do not need a paper copy, a digital is fine. I called again XX/XX/XXXX and same response, no request seen, nor title this time. I called today, XX/XX/XXXX and same response, no request seen, that they do see my letter of permission/power of attorney giving permission to register in XXXX  state and my title, and after questioning about my situation said I will need to send another request and just wait. I am at my ropes end. How does that make sense. Why would they have my power of attorney letter giving me permission to register in XXXX  state and my title if they did not have a request. I do not know who or what to believe anymore. I can't trust a word they say and what they say most of the time is absurd. I have been paying my car payment each month and maintaining full coverage insurance as required by law and financing responsibilities. My XXXX  XXXX XXXX has been sitting in my driveway since XX/XX/XXXX without plates as I had to return them to XXXX  as I now live in XXXX and had to change my insurance to XXXX  per insurance laws upon moving. XXXX  does not accept XXXX insurance  policies so I had to return my XXXX  plates to XXXX  to prevent/reverse suspension of license. It is now right at XXXX and I have not been able to register nor drive my car due to the negligence of my finance company and the lack of any customer service whatsoever. This company should not be allowed to sell or operate in the United States with their practices. It is the most unprofessional experience I have ever been through. It has cause me great financial and emotional hardship. Please help! I have done everything I could do even to contacting my selling XXXX dealership in Florida to a local XXXX dealership here in XXXX. Even the dealer in XXXX  is not getting anywhere with Kia Motor Finance and the internal dept. XXXX who supposedly can not be contacted by the consumer, nor the customer service center at Kia Motor Finance. This is quite possible the worst company I have ever dealt with and I have been in customer service myself off and on the last 35 years. Yes, publish this. Apparently I am not the only one who has had this very same problem as there are many complaints for this same situation. Paying for a car that can't be registered/driven. I did not realize people are not allowed to move if they buy a new car. Thanks so much for your help, I really appreciate it as I have lost all hope. Have a blessed day.

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