Consumer complaint received 2020-12-15
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Im writing to have my case reviewed and have tried several times to obtain assistance through several departments inside Hyundai. In XXXX, I like many, was suddenly affected by COVID. Both my part time employers ended, and my main employer shut down for during the mandate. Hyundai was able to defer a few payments which I was very grateful for. On XXXX I spoke with XXXX and found out I was 37 days past due and they could no longer defer. I tried to get a loan to consolidate all my debt knowing I had several creditors requiring minimum payments. I spoke with XXXX on XXXX trying to set up a meeting to discuss options for me and was asked to allow time for a manager to call me back. After several weeks of no manager call back, I called back on XXXX and spoke with XXXX. He escalated another complaint in hopes someone would call me back. 
I was finally able to obtain a phone call shortly after. The supervisor, which I appear to have misplaced her name spoke to me apologized that no one had called me back. She understood I was behind and affected by the pandemic. I told her my job was soon to start back up and I would be able to make the payments. I did mention I for sure could make 1 and was hoping that would get me back on track. I was also concerned about my credit. She pointed out that the credit wasnt anything she could help me with but explained others would be in same position so creditors should understand but did admit she couldnt help. I told her that was fine I would try to figure it out on the back end. She then said as long as Im aware she cant help with the credit listing she did point out if I can make the one payment immediately, I would be fine. She offered to do two post dated checks over the phone for the 1 payment and it agreed to have funds in the account on those dates, and she said I would be good because it would keep my payment from defaulting to a 3rd month. She said as long as I continue then once my part time job gets going, I can make a few extra payments on top of these and eventually it would catch it up. I thought this was a great idea, so she took the payment for XXXX. 
After I made this payment, I continued to get dialer calls. They would call on Sunday, or any other day of the week. They would call up to 3 times a day. When I answered the dialer just dropped the call. Mind you I have set up dialer systems for multiple call centers and had pointed out to one of the callers that I was continuing to get repeated called by the dialer and I had requested to please remove me from the dialer, so I did not get every day calls because I already had my check info on file and authorization to draft the funds on certain dates. She mentioned she would kick the dialer ahead so once the payment was made, they it would call for the next payment. I said I was good w/that. The following month, XXXX, I got another call about my next payment, and authorized the same payment amount for the same time period and it went well. Shortly after I made the arrangement the dialer again started dialing me multiple times a day. I brought it up to several of the reps to please review the notes and to see that an arraignment was on file and kick the dialer ahead. They told me that if I owed money, I would get the calls. I pointed out this is deemed harassment because I clearly have payment plan on file and rather than harassing me every day about something, they already knew about what was the point other than harassment and they didnt do anything. At this point my XXXX XXXX was escalated, I felt I was having palpitations, and I asked several times, pleading with them, begging with them to stop w/the harassing calls knowing I had arrangements. It was already bad enough getting several calls from other credits, but I was not avoiding them. I had spoken to them almost every time they called explaining what I could or could not do. I did not avoid them. 
Finally after speaking to someone that felt very bad about me getting so many calls and knowing I clearly had post dated checks on file and who clearly admitted it shouldnt happen they offered to remove my from the dialer but that would mean I would not get any calls even if I was late. I told them I did not care because as long as I called in then I should be fine, and they agreed! Now this is where things start going very bad. 
My car payments were always due on the XXXX. As previously mentioned above I was keeping my account from going past due 3 payments by ensuring I had the checks and payments on file. By doing so I kept in good enough standings not to have my car taken. When I called in and spoke with the rep to make my XXXX payment, she advised she could take the payment, but when I went to give her the amount she said there would be an added convenience charge that I did not previously get charged for either time. I asked why the difference. She wasnt sure but said she couldnt waive it. I told her the 1st two people didnt charge me, nor was I prepared for it and already had funds allocated for other creditors. This was unexpected. She said she didnt have authority to waive it. I asked for a Supervisor or Manager. She said they were working from home so one would have to call me back. Knowing I already had a hard time with a manager calling me back in late XXXX early XXXX I was very concerned. This was quite stressful, and I was pleading to ensure someone would call me back. The rep assured me I would get a call back and said I could just make a partial payment for now then in meantime someone would call me back. I made a partial payment, but no one called me back. On XX/XX/XXXX without a return call from a supervisor my car was repossessed. 
I called several times to speak to a Supervisor to see why this would occur. I spoke with a XXXX XXXX and explained this scenario above. I pointed out that I had been waiting for the supervisor to call me back. I pointed out that I was trying to put checks on file but wasnt expecting the added charge and she assured me someone would get back to me. He was quick to say from what he could see it was a valid repo. I explained he had not even heard the voice print from the call to please pull the call and listen. I had to beg this person and explain my background that I am a collection and billing manager and I understand how call centers work and this was an honest mistake. I pointed out that I am not a typical debtor. I explained this is my 3rd XXXX  I have owned leased or purchased, and I had 0 % interest because I pay my bills on time but I had run into an unsuspected pandemic, and was happy to have found help w/the post dates, but was not expecting a charge that I did not get charged previously and had a supervisor or manager call me back I would have been able to make the payment and we would not be talking. He said he would pull the call and get back to me but for now there wasnt anything he could do and I had to pay the charges. In less than 15 hours I had called and made the payment in full. 
Having been embarrassed by the sudden, and tragic incident I had to ask my mother for help and we both called in to make the payment. We were told the payment we were making was to catch the balance current, and we would not be due till XXXX. We asked if that was all the charges and she said yes, but then I pointed out there was a {$420.00} repo fee that I was to get charged. My mom told her to make sure that was included and in that call we paid all that was back due, including the {$420.00}, plus a service charge of {$7.00}. My mother then gave the payment in full and we both asked for a receipt to be mailed to us. No one gave us our receipts. I called several times again. Finally able to speak to XXXX XXXX again. He admitted to listening to the voice print. He claims the reason why the manager never called me back was because I was on the do not call list. I explained the rep clearly knew I needed a call back. I asked why didnt the rep realize this and either remove me or ask me if I wanted to be removed if she thought that would prevent the manager from calling me back. He acknowledged a manager should have called me back but that was the reason why they didnt, but I was still behind and I thats why the car got taken. I pointed out that I am not a typical debtor, and this is clearly an anomaly and there is enough supporting evidence that I am not trying to get away with anything and immediately paid my debt in less than 15 hours, and pointed out how this whole mishap can affect my future and my future lending with other creditors and he didnt care. 
At this time I felt like I was being bullied by Hyundais collections Manager XXXX. I explained to XXXX that had the manager called me back w/in a few days I would have had time to make this payment and not have allowed this to take place. I said knew my credit would be hurting w/late payments showing but I knew as long as I stayed current enough then I would eventually catch up the back balance and have it resolved, but he didnt care. I felt like he was flexing his muscle and just didnt care. At this time Im begging for my receipt. Not only did they not call me back so I could find out why the extra charge an find a way to pay it but now they were refusing to give me a receipt claiming they mailed it to both my mom and I. Neither of us had gotten an e-mail. I called several times for several days several times in a day pleading and begging for a receipt. I just kept getting told one would get to me. When I finally got a receipt it never showed what the lady told us over the phone. There was no repo charge, nor any service charge. I called to ask why the difference and no one knew and just kept saying someone would call me back and no one did. 
For the next few days, and weeks I would call regularly begging for a receipt of what we paid for. Begging for someone to please listen to the call so they can see we were told something different for what they were giving us a receipt for and many felt bad, but none could do anything about it. I then got a call from a XXXX XXXX, XXXX. She said she was the care manager and she could help me. I pointed out that I needed for her to please go back to the dates when I made those payments and listen to the call. I also asked her to listen to the call where I had been told a manager would call me back but they didnt. She gave me her direct # and assured me she would listen to the calls and call me back before XXXX. This never happened. Once again I found myself having to make 3 additional phone calls with messages over the next week after that and finally she called me back. She said she listened to the call and acknowledged the person told me a manager would call me back. She then acknowledged that the manager admitted that she didnt handle the call properly and it should have been escalated but since I was on the do not call list she found that it was justified. 
By this time my head is exploding. I cant believe that no one is acknowledging had a call been made all this would have been avoided. No one is acknowledging that had had shown good intent with 2 car payments back to back and was on my way to making a 3rd but was not prepared for the sudden extra charge and was PLEADING for help. No one cared. I asked to escalate again. This time I spoke to XXXX. XXXX. She said she was the general manager. She assured me she would listen to the call. When she called me back we were trying to go through the timeline of events and what transpired, and after a little heated conversation she just hung up rather than trying to work together on a solution. Ive called several times after and left several messages, but they have gone unattended. 
At this time I am very saddened that by a rare circumstance w/a worldwide pandemic, and a 3 time XXXX owner who had a worth credit to establish 0 % interest that their collection department would treat me in such a way knowing had I gotten that call I would have made those payments, and I would not have had to borrow from my mother and I would not have to waste time writing this letter and I would not have to not see my therapist more regularly due to the undue stress Hyundai financial team has caused me. I am hoping you can step in and please have a formal investigation of my circumstance. 
I am asking to ensure Hyundai Financial does not allow for a repo to show up internally in their company or on my credit. I dont want to be red flagged for any reason. I also want them to waive any of the fees I had to inquire due to this unfortunate circumstance such as the {$420.00} repo fee. We were told we paid for it but have yet to see a receipt.

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