Consumer complaint received 2019-08-22
Company: HYUNDAI CAPITAL AMERICA
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
My car was repossessed by Kia Finance on XX/XX/XXXX. When I learned of this, I called them to find out how much was needed to redeem the car. I got the figure and he told me that it would remain in XXXX Fl for at least a week. Maybe a week and a half. I proceeded to find the resources to pay. 

The money was received yesterday, XX/XX/XXXX, so I called to settle the balance. I was given the phone number to call to work on retrieving the car. XXXX told me they were sending the release to the vendor and give it about 30 minutes. 

I called the vendor to trying to arrange getting my car back. They would tell me nothing except that they had not received the release yet. That was close to the end of their business day so I knew there was nothing more I could do. 

I called that vendor again today, XX/XX/XXXX when they opened. I was told they dont have the release still but the car had been sent to the auction house on XX/XX/XXXX. That I would need to call XXXX back to find out who I needed to speak with next. They told me it is with XXXX XXXX and they gave me the number. They told me they had sent the release to XXXX and give it XXXX minutes. I waited the 30 minutes and called XXXX. 

They told me they do not have the release but they also dont have the car yet .... which does not make sense if it was transported on XX/XX/XXXX. Which of course is not even a week by the way. They would not tell me anything more besides call XXXX again. 

So, I call XXXX again and they tell me they sent the release to XXXX on XX/XX/XXXX after The other vendor emailed back that the car was already gone. They told me they would send the release, by my count a third time. I tried to get them to do a three way call to try to figure this all out. The XXXX rep refused. I asked for a supervisor. I was told the supervisor would tell me the same thing. I pressed that I get connected with a supervisor. I was transferred to a voicemail box instead of a person. 

While waiting for the returned call, I called XXXX to see if any of the releases were received yet. Again, I was told no. I asked them to do a conference call with me with XXXX and they refused. I was told to call back tomorrow morning to try again. 

Through this process, I have been lied to from all parties. I have apparently only dealt with people who are unable to complete their job properly. I have been given the run around. 

I understand I did have payment problems that caused this initially. I own that. I have owned that in every conversation Ive had. But all three companies are being deceptive and provided unfair treatment as I have tried to resolve this issue. 

I managed to learn the city in which the car will be, which is over 4 hours away. And their hours on Fridays are only 9-1. So even IF I can get somebody to respond and acknowledge I fulfilled my obligation, the car will sit at least the three more days. 

At this point, I feel they are purposely trying to make this process go fully through auction instead of helping me resolve this. Going in, I knew there would be daily storage fees and Im sure a tow fee. But, now there are unnecessary transport fees that should not have occurred. There are going to be at least 3 more days of storage fees that should have been avoidable. And I see no way to even dispute this because NONE of the parties take responsibility to help or follow through. 

This process is deceptive and unfair to the consumer. I was clear with XXXX that I intended to redeem the vehicle. Yet they either accelerated the process to go to auction our willingly allow their vendors to make these calculated moves to increase the fees I will be required to pay.

Company response to consumer: Closed with explanation