Consumer complaint received 2024-01-24
Company: HYUNDAI CAPITAL AMERICA
State: IL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
I advised KIA that I would be purchasing my vehicle at lease end. Per KIA 's requirement, I sent a cashier 's check for the payoff amount. I sent it by certified mail and when I didn't received confirmation of delivery, I contacted the USPS who indicated they could not find the letter. After three days of the post office investigation, they still could not find the mailing.

I consistently called KIA, requesting they note my account with the issue with the delivery. I went to my bank who issued the check and requested a stop pay be placed on the check. My bank advised they could to this but they wouldn't be able to reissue a new check for 90 days. While sitting at my bank, I called KIA again and was told my payment wasn't received so we proceeded with the stop pay. This was on XX/XX/XXXX. I was transferred to a lease end rep to discuss a potential lease extension under the circumstances but was then advised they couldn't discuss that with me since my account had been flagged with a claim. They advised XXXX reported my vehicle as a total loss. It was obvious that the wrong account was flagged since my vehicle has never been involved in any insurance claim. Even though it was KIA 's error, I had to call XXXX  since KIA reps can not make any phone calls. XXXX immediately issued an email confirming they have never had a claim for my vehicle but KIA advised they would not be able to look at the email for 3 days. Realizing I was dealing with reps who don't have a clue, I sent the attached letter, overnight to the CEO of KIA. I have confirmation that letter was delivered by XXXX on XX/XX/23 and I have received no acknowledgement to date. I called KIA again last Friday, XX/XX/23 to see if at least the claim flag had been removed. The automated system then indicated my payment for the lease buy out had been received on XX/XX/23 but their rep indicated the claim flag still had not been removed. I immediately contacted my back who had me come in the same day and sign a form to release the stop pay on the check and confirmed that the check had not been presented for payment. I called yesterday to again check on the claim flag but was advised that while my payment had been received, it was rejected by my bank. I spoke with my bank this morning and they confirmed the funds were available and the check hadn't been presented for payment. I called KIA again today, to inform them of this but their rep said he couldn't determine what KIA did with my check and again said he would send an email to their payment department but once again, no one would look at it for at least 3 days. So now again, my cashier 's check of almost {$23000.00} is missing and KIA can't explain what they did with it. This has been extremely stressful and KIA has been a nightmare. All communications have been instigated by me. I've called daily, emailed daily but not once has KIA contacted me to say what they are doing about this mess.

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