Consumer complaint received 2023-09-13
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
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:
I paid for my vehicle in full ( payment confirmed processing by their automated system as of XX/XX/2023 ) before the maturity of the lease and have never received my title ( which was supposedly sent out XX/XX/2023 but with no tracking number or case number or anything they will tell me because apparently they don't even have a one within their own company, not even for the mail carrier they use. Also wild that they sent out the title supposedly 3 days before they even confirmed that my payment was fully processed. Weird. ). The title should have arrived well before today ( XX/XX/2023 ) because the estimated delivery time is XXXX business days. 

The website will only state whether or not the title was sent out by Hyundai. From the customer 's end, we can not even check to see exactly when it was sent out, what parcel service they're using, or anything relevant at all regarding the document. For all I know, the website just states that it was sent out without them actually going through the process because they can provide the customer exactly nothing as proof that it was sent out. Actually no useful information. At all. Coincidence? I think not. 

There's no helpful information that any of the representatives can give me because all they do is tell me to go pay for a replacement title. This is unacceptable. The replacement title isn't sent to me directly from the DMV, but instead the DMV sends it to Hyundai for them to forward it to me. This is so inefficient. For what? So that Hyundai Motor Finance can once again fail to send it to me by not providing tracking and conveniently show no proof of delivery or provide me with the ability to track what's going on with my request when I inevitably don't get it for the 2nd time? If you do something wrong the 1st time, then maybe try something different ( like adding tracking ) & not do the same wrong thing multiple times expecting different results.

The fact that this is a recurring issue and they willingly choose to not send out the titles with a tracking number when it's such an important document is beyond me. I know this is deliberate because there's no way this is the first time they've received this kind of issue so either they're not interested in improving their service with this very clear problem they have, or they're electing to ignore it. This is certainly not the first ( nor will it be the last time ) that they've received complaints from customers similar to me who have not received titles in a timely manner, and even just a quick search online about the topic online yields numerous complaints about people who have been told misleading information & told to go pay an additional fee to the DMV to request a replacement title. I've never had this issue from literally any other company. Just Hyundai. Hyundai is notorious for their lack of cooperation and failure to deliver pink slips.

If only requesting a duplicate title would fix the problem! But it doesn't. Because the replacement title once again does not get sent as a tracked mail. But why? I requested my original title and it didn't show up at my door. What is Hyundai Motor Finance going to do differently this time to ensure that this failure doesn't happen again? Literally nothing. So they expect me to have to pay the replacement fee for another duplicate title too if that copy doesn't arrive. Ridiculous. My confidence in that piece of mail being delivered to my address correctly is XXXX. They've already failed to send it out to me ; where is my guarantee that this is going to be sent to me correctly this time when they have no useful information to give me to explain their first failure? 

This has been an on-going issue and their supposed Title Department ( if they even have one ) conveniently has no contact information, will not follow up with correspondence, or send the replacement title with tracking even if you're requesting a duplicate title the 2nd time around. What? Sounds to me like this is just a case of nobody wanting to do their jobs. How does one run a multinational company with this level of incompetency and lack of transparency?

Nobody wants or needs multiple copies of the title at the same time. It's wild to expect customers to pay tens of thousands of dollars to pay off a vehicle, then be led into a game of cat and mouse to play this asinine game of " I wonder if my title will arrive this time? '' Stop wasting everyone 's time. If Hyundai Motor Finance is so incompetent that they can't even give customers their pink slip, what are they paying the employees for? Where's the internal communication?

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