Consumer complaint received 2021-02-17
Company: HYUNDAI CAPITAL AMERICA
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
This company should be investigated for fraud by purposely not applying payments to principal balances. I have been dealing with Hyundai since XX/XX/XXXX Im relation to an incorrect payment allocation. I made two payments online in XXXX ( for {$270.00} and {$260.00} ) neither payment was applied to my principal balance and to make matters worse neither payment was processed as a payment made on the loan so ever since then they have been sending me emails that I am past due and I owe this company nothing. I received an email on XX/XX/XXXX saying I was past due {$250.00}. On XX/XX/XXXX I called customer service to notify them they were sending me emails that I am past due but I made two payments in XXXX a rep said she saw the issue and had to reallocate my online payments because they werent processed as payments on the loan. On XX/XX/XXXX I received a statement showing I was past due by {$540.00}. I called back on XX/XX/XXXX because I was still getting the emails I was advised to call back in 3-5 business days and the past due amount would be corrected. I called back on XX/XX/XXXX and spoke to a manager that advised me he was sending an email to the accounts department advising them of the incorrect payment processing. He advised me my account was current and the payment needed to be reversed and applied to the principle. At this point because Im in the last year of my loan I figured let me just pay it off instead of deal with the headache I was quoted a payoff quote of {$3600.00} which is insane because my principle balance in XXXX was {$3200.00}. I called on XX/XX/XXXX was advised the issue was notated and to call back in 3-5 days. I called on XX/XX/XXXX was advised by the customer assistance team the corrections were still pending. I called on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX no updates available. I called on XX/XX/XXXX and spoke with XXXX ID # XXXX and she was the most rude, unhelpful, incompetent and in-compassionate representative I have ever spoken to in my life. She wasted my time trying to explain to me how I was past due {$230.00}, didnt take the time to review any notes didnt allow me to explain the situation and didnt provide any update on the email to the accounts department that I was SUPPOSE to hear back from weeks ago. I requested to speak to her supervisor and got XXXX ID # XXXX and he was even worse. Hyundai has some type of setup where if your account is past due you have to speak to collections. Only issue with that is I DONT OWE anything and they have completely ruined my account by allocating my payments incorrectly. So this supervisor wouldnt hear anything I had to say and told me that only the collections department could help. He refused to review the account or send any follow up messages to the accounts department. He transferred me to collections while I was still speaking and honestly if these are the type of people HMFUSA hires as managers I can see why my account is so messed up. Keep in mind every phone call youre on hold ATLEAST 45 minutes before you can get a representative so at this point this company should be paying me for my time wasted trying to get them to do their jobs. After speaking with a second collections agent ( the first one hung up ), she advised me collections wasnt able to fix my account only customer service could handle payment allocations and she was able to get me a supervisor from customer service named XXXX. XXXX recognized the issue and stated my payments were not being applied to my principal balance which is why my payoff quote was grossly incorrect and I keep getting the emails that I am past due. She advised me she would have it corrected in 24-48 hours she provided me her personal number and advised me to call her back if I didnt receive an update. I called to follow up with XXXX on XX/XX/XXXX was advised her department was closed due to a meeting. I tried to call 3 additional times couldnt get through. On XX/XX/XXXX I spoke to a customer service rep named XXXX XXXX, she said she saw the complaint on file and would check into the complaint. she put me on hold to speak with the previous agent I was working with. After holding she advised me the previous agent was escalating the issue to management and advised me to wait till Friday XX/XX/XXXX to call back and if no corrections were made she would put a hold on my account that would stop any negative information from reporting on my credit and she would waive the XXXX in late fees that Hyundai has been applying to a past due balance they created in their own system. I called XX/XX/XXXX couldnt get through, I called XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and still cant get through.Now HMFUSA has a message on their website saying their phone systems are down. My account still shows I am 28 days past due for {$230.00} and I am in the process of buying a home and if this company reports this false information to my credit I may lose my home. I dont know what else to do at this point Im currently in talks with an attorney to see if I can take any legal action against this company.

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