Consumer complaint received 2021-01-15
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 purchased a new Hyundai XXXX XXXX on XX/XX/XXXX from XXXX Hyundai in XXXX XXXX ( Dealership is now closed ). The vehicle is financed through Hyundai Motor Finance, a service brand of Hyundai Capital America. The monthly payments were {$460.00} since XX/XX/XXXX ( see attached payment history per Hyundai Motor Finance and XX/XX/XXXX billing statement ). During the COVID-19 Pandemic period, the monthly payment has increased to {$510.00} since XX/XX/XXXX. Hyundai Motor Finance changed the terms of the loan contract/agreement. This is in violation of the Truth in Lending Act ( TILA ), the Consumer Credit Protection Act, TILA, implemented by Regulation Z ( 12 CFR 226, the Fair Credit Billing Act, the Consumer Leasing Act and, the Truth in Lending Simplification and Reform Act of 1980. 

It appears that there may be predatory, unfair, or deceptive practices occurring during the Pandemic. 

Ive contacted Hyundai Motor Finance by telephone ( XXXX ) XXXX ) six separate occurrences from XX/XX/XXXX to XX/XX/XXXX to request an adjustment and nothing has been done. Each representative has said the increased payment amount is an error. 

I completed the increased monthly payment on XX/XX/XXXX for {$510.00}. 
1. XX/XX/XXXX XXXX with Representative XXXX He said my payment should be {$480.00} and sent an email to request the adjustment. The billing statement would be corrected in 5-10 business days. 

2. XX/XX/XXXX On hold for more than 30 minutes. Spoke with XXXX, Customer representative. He said XX/XX/XXXX email went to wrong department. XXXX sent another email and said monthly payment correction would be made from {$510.00} to {$480.00} 3. XX/XX/XXXX XXXX in Customer Service sent escalated email to correct payment to original contract amount of {$480.00}. No change was made. 
I completed monthly payment on XX/XX/XXXX for {$510.00}. 

4. XX/XX/XXXX XXXX, Customer Service reviewed account, saw various attempts to request change through emails. I requested to speak with a supervisor. Spoke with XXXX. She sent escalated email to correct increased payment to original contract {$480.00}. Requested that my loan be rebooked. Said the change would occur within 5 days. No change was made. 

5. XX/XX/XXXX, I sent an email on the website ( XXXX ) to dispute {$510.00} monthly fee. Never received a follow up message at all. 

I completed monthly payment on XX/XX/XXXX for {$510.00}. 

6. XX/XX/XXXX, I spoke with XXXX, representative. She stated that the payment would be adjusted to {$480.00} and she and her supervisor Ms . XXXX XXXX would be sending an email to the payment processing department. 

It is now XX/XX/XXXX and no change has been made. Ive sent an email through the website today. 

I just made the XXXX payment of {$510.00} on XX/XX/XXXX. 

Im on social security XXXX and receive a fixed income. I was hit by a car while walking across XXXX XXXX in XXXX. I was in assisted living from XXXX to XX/XX/XXXX and now we have COVID-19 Pandemic. This is an extreme hardship. Ive attempted to rectify this issue with the customer service representatives to no avail.

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