Consumer complaint received 2020-12-03
Company: HYUNDAI CAPITAL AMERICA
State: OR
Product: Vehicle loan or lease
Sub-product: Loan
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:
On XX/XX/2020, my husband and I traded in our XXXX  XXXX XXXX XXXX, which was financed through Hyundai Motor Finance. The XXXX had an extended warranty that we had purchased along with the vehicle in XXXX of the previous year. On XX/XX/2020, I contacted the dealership, XXXX XXXX XXXX XXXX, to inquire about how we would receive a refund for this extended warranty. I was sent the required paperwork, filled it out and returned it on the same day. I was informed at that time that the refund would take approximately 60-90 days to reach us. 

After 90 days had come and gone, I first called the issuer of the warranty to inquire about the status of the refund. They informed me that they had sent the refund to Hyundai Motor Finance at the beginning of XXXX, before I had ever even requested it. I then called the dealership back to ask if they had any information for me regarding the refund. They informed me that the refund would be issued by Hyundai Motor Finance directly, and that I would need to contact them to discuss the matter. 

Before contacting Hyundai Motor Finance directly, I first logged into our account on their website and could see that there was a pending credit in the amount of {$3100.00} that began pending on XX/XX/2020. I then called Hyundai Motor Finance to inquire about this. The first call that I made regarding this refund was on XX/XX/2020. On this day, the first person I spoke with told me that an attempt to refund the money via direct deposit had been made, but that there was a problem with our bank. She told me to call my bank and see what the issue was and to call back once that issue had been resolved. I did this and called them back within the hour to make them aware that the issue had been resolved. I was informed by the person on the second phone call that the refund would be issued to our bank within 2-3 business days. I was satisfied with that. 

After that time had passed, and there was still no deposit into our bank from Hyundai Motor Finance, I called again to try and understand what the hold up was. This call was made on XX/XX/2020. On this call, I was informed that the first two people I had spoken with were incorrect and that they do not issue refund by direct deposit. The person I spoke with on this call informed me that there had been 2 emails sent to the payment processing department already, and that he was sending another regarding my issue. He told me to call back in 2-3 business days. I asked to speak with a supervisor and was informed that I was more than welcome to, but they could do nothing more for me than he did. I spoke with a supervisor anyway, and they informed me they were sending yet another email to payment processing. 

I called again on XX/XX/2020 and received the same responses : " I don't know what is taking so long. '' " There is no reason this should be taking so long. '' " We are sending an email to payment processing. '' There had, to date, been not one response from payment processing regarding the issue. 

I called again on XX/XX/2020. Again, I was met with the same responses. I again asked to speak with a supervisor. This supervisor informed me that there had still been no response from payment processing and she would send an email to them herself. She also informed me that not only is there a pending refund of {$3100.00} that has been with them since XX/XX/2020, but also, another refund in the amount of {$24.00} that has been with them since XXXX of 2020 that has also not been paid out. She sent an email to her higher up regarding this issue. She told me that it would be up to 5 business days until she received a response from payment processing, but to call back the next day anyway to see if any of the previous emails had been responded to. 

XX/XX/2020, I called, as instructed to try and get an update. The first person I spoke with told me that there has still been no response and no check number has been issued whatsoever in either amount. I asked if there was someone that I could speak with to issue a complaint. She transferred me to a supervisor. The supervisor at first informed me of the same thing. That nothing has changed. He then placed me on a brief hold to go through the account notes and told me that in the approximately 2 minutes that I was on hold, he had emailed and received a response from payment processing. He said they issued a check number yesterday ( XX/XX/2020 ) and that it was in an envelope, ready to send out. I asked him why the first person was unable to see this in my account, and why he wasn't able to see it when he looked the first time, either. He informed me that he didn't see it because he had to " dig ''. He could not give me a straight answer on when it would be mailed, or when we could expect to receive it. Instead, he told me to call back on Monday or Tuesday for another status report. I do not believe that the check has been issued, nor do I believe it is ready to mail. 

No other person had gotten a response from payment processing from XX/XX/2020 up until today XXXX XX/XX/2020 XXXX, but he was somehow able to get one in such a short amount of time. Every person I have spoken with at Hyundai Motor Finance has informed me that the payment processing department does not have phones, and there is no way to contact them other than by email, and it takes them a minimum of 2 days to respond. 

If this matter is in fact resolved before a response to this complaint, I would be happy to mark it as such, but I do want this out there, because they are a huge company and it would be ignorant of me to believe that we are the only people something like this has happened to.

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