Consumer complaint received 2021-08-19
Company: HYUNDAI CAPITAL AMERICA
State: FL
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:
Around XX/XX/XXXX or XX/XX/XXXX I went on the Hyundai Finance site and did a payment of XXXX. This was the amount HF Cust Service told me was the total buyout. 

XX/XX/XXXX - received an email acknowledging my full payment. 

XX/XX/XXXX - Faxed an Odometer Statement to HF XX/XX/XXXX contacted HF Cust Svc - was told they needed the Odometer statement. Faxed it again. 

XX/XX/XXXX - contacted HF CC - was told they needed the Odometer statement. This time we used their secure messaging ( esign ) process. Got confirmation that it was successful. 

XX/XX/XXXX - contacted HF CC - they still need the Odometer Statement. Used their secure messaging system again. Got confirmation that it was successful. 

XX/XX/XXXX - contacted HF CC - they still say need the Odometer Statement. Used their secure messaging system yet again. Got confirmation that it was successful. 

XXXX - contacted HF CC - they still need the Odometer Statement. Used their secure messaging system again. Got confirmation that it was successful. 

XXXX spoke with Cust Care - Asked for a supervisor, transferred to XXXX XXXX she said they still need the Odometer Statement. Used their secure messaging system again. Got confirmation that it was successful. She said she would email the Title Dept and tell them it was okay to release my title and that they should send it out by tomorrow - gave her my email. 

XX/XX/XXXX - Spoke with XXXX. She ask for yet another Odometer statement. We got disconnected??? Called back, spoke to XXXX, she said they are waiting on the Odometer Statement!!! Requested a supervisor and was conntected with XXXX. his ID is XXXX - he said he can see that the odometer statement was received, and assured me I would receive the title in 7 days. 

XX/XX/XXXX - Called, requested a supervison and was connected with XXXX XXXX. She said the title dept was behind so she has been given another way to get the title, via her email. She said to send it to her and that she would attach it to my record so Title Dept can send the title. She said allow 48 hours for processing. 
email to XXXX Sub : Vin, Odometer, Acct # Explain the situation in body of email XX/XX/XXXX Contacted XXXX again. This time I was told that the Title had been mailed on XX/XX/XXXX. Then they told me it had been mailed to NJ, when I told the person that the address was wrong he check something and said he had been wrong and that it had been sent to XXXX XXXX. So now I wait. 

XXXX - called- spoke with XXXX XXXX ask why I haven't I received my title. She checked and guess what, she says it was sent to XXXX XXXX XXXX!!!!!! So now she said I have to wait until it's received in NJ, returned via the USPS process for undeliverable mail, received by XXXX, gets through their mail handling to the correct dept., another title is created, then sent out to me. In the meanwhile, they will send me a release of lien via email ( in 7-10 days ), which does me no good - I can't sell the vehicle without a registration. 

XX/XX/XXXX - filled out this complaint.

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