Consumer complaint received 2021-01-04
Company: HYUNDAI CAPITAL AMERICA
State: DC
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Can't contact lender or servicer

Complaint:
Complaint | Car Title not received | Waiting for refund | I bought a XXXX XXXX in XX/XX/XXXX. I moved houses in XX/XX/XXXX and requested change of address. 
I paid off the car on XX/XX/XXXX. As of XX/XX/XXXX I have not received my title. I understand from what KIA has told me that at the end of the month of XXXX, the title was sent to the wrong address. 
On XX/XX/XXXX an extra payment was deducted from my account, which a refund was issued via check on XX/XX/XXXX, and again sent to the wrong address. 
I called on XX/XX/XXXX since I had not received the title and because I noticed I paid 1 extra payment. I was told that it had been sent to the wrong address -- both the title and refund. They said a lien release would be issued and sent to my current address and that a new cheque would be issued as the old one would be stopped. 
As of XX/XX/XXXX I had not received anything. I called again and spoke to XXXX, who said that it had been sent to wrong address again, and that a new cheque would be sent out on XX/XX/XXXX and lien request was put into system. 
As of XX/XX/XXXX I had not received anything. I called again, and spoke to XXXX who said that the system notes showed that cheque was to be processed on XX/XX/XXXX and title showed as in process. I asked to escalate, speak to someone and that I would be putting in complain if by XX/XX/XXXX I had not received both the cheque and lien release. I was transferred to XXXX, of KIA Finance, Supervisor. He said that the lien request had been sent in XXXX and the refund had not been re-issued. 
Kia Finance sends mail without tracking number or anything. I requested this service to track the mailing, but was told they did not do that. I had to pay XXXX when I said I wanted to do that, I was told I needed a XXXX Account, which as a personal consumer do not have. He said a lien release was being issued and refund to be re-issued. I should receive both the following week. 
As of XX/XX/XXXX XXXX told me the refund had been processed but not sent. A date for when it would be sent could not be provided. I spoke to XXXX at approximately XXXX XXXX. The lien release had not been processed. I spoke to Debr a Senior Supervisor at KIA, the highest person I could speak to there. No information could be provided. He did not say anything but that a new request will be submitted. It would take another 5 business days to receive further information. He can not provide answers or further information, could not have me speak to anyone else. 
They said I had to write to : Kia Finance Attn : Care Department - XXXX XXXX XXXX XXXX XXXX CA XXXX Below are details of my account. This is poor customer service. There are important documents, sent via non-tracked mailing and with unknown recipient. All of this is the fault of KIA Finance. I expect both the title and refund issued and mailed with tracking and with email tracing.

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