Consumer complaint received 2017-07-27
Company: HYUNDAI CAPITAL AMERICA
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
XXXX/17- My XXXX XXXX XXXX was repossessed due to three ( 3 ) missed monthly payments in view of extensive medical bills incurred. I attempted to workout a repayment plan to catch up on the missed payments however they were inflexible and would not agree. I owned the vehicle for more than 3 1/2 years with approximately 2 1/2 years left. I was receiving paper billing statements each month to my present home address on file and made online payments via their website.
XXXX/XXXX/17- I received a letter from KIA Motors Finance dated XXXX/XXXX/17 entitled " Explanation of Calculation of Surplus or Deficiency '' stating that the collateral was sold for {$14000.00} reflecting a surplus in the amount owed of {$2000.00} which would be returned to me.
XXXX/XXXX/17- I telephoned KIA Motors Finance , XXXX XXXX XXXX, XXXX XXXX, CA, XXXX, ( XXXX ) XXXX  advising of the disposition letter received and that I was inquiring as to when I could expect a check for the amount owed be mailed to me. I spoke with a representative named XXXX who promptly verified my profile ( name, address, phone no., account no., social security no. ) and advised that a check was mailed for {$2000.00} however she could not provide the actual date of mailing at that time.
XXXX/XXXX/17- A little over two ( 2 ) weeks had past without receiving the check and I decided to telephone KIA again. I spoke with a representative named XXXX, employee I.D . # XXXX. She asked me to verify the profile information, referenced above. This time however I was informed that my detailed personal information was not in the database. In other words, all of my personal information was missing.
She insisted for at least a minute or so that I did not have an account. I then provided her with the account number associated with my billing information which she then informed me displayed my name only. I advised XXXX that I called to find out the date the check was mailed as well as the mailing address since I was informed by the previous representative XXXX, that the check was mailed, and it had been more than two ( 2 ) weeks since we spoke. XXXX asked me to hold the phone while she stepped away and returned about five ( 5 ) minutes later. She informed me that a check was mailed on XXXX XXXX to the address on file ; Dead End XXXX! I told her that was a ridiculous address which should have raised a flag before mailing since they have been sending correspondence to my correct home address for over three ( 3 ) years. I asked XXXX how my account could have reflected such an obviously fictitious and absurd address in view of the many paper billing statements received, the vehicle disposition letter received a month ago, as well as a vehicle recall notice received only one week ago.
I again reiterated to XXXX verification of my personal information in my prior conversation of XXXX XXXX with the initial representative XXXX AFTER the check was mailed on XXXX XXXX. I requested XXXX put a stop payment on the check and reissue a replacement since they were at fault and I should not have to wait so long. I was also concerned about the amount and that someone else may cash it. She flatly refused and advised that she could not deviate from the " process '', which is to wait for its return not later than XXXX XXXX, or thirty ( 30 ) days from the date the original check was mailed. I then asked her what if the check is not returned due to their obvious mistake and that a replacement check should be promptly issued. Concerned about the status of the check which was mailed twenty two ( 22 ) days ago, I am certain there is no U.S. postal code XXXX and the local post office in her area should have flagged the envelope and promptly returned it to the sender. She continued to sarcastically reiterate her process with extreme inflexibility and rudeness towards me continuously interrupting as I was trying to speak.
I finally asked if I could speak to her supervisor since it is a known fact that " processes '' can be circumvented to satisfy the customer. I was informed that her supervisor was not available which I found hard to believe since he/she was probably was not available to speak to me.
I am therefore filing this complaint against KIA Motors Finance for their blatant error in mailing the check to a proposterous address and their lacsidasical attitude and disregard for safeguarding my personal and private information in their possession. I would appreciate any help that can be afforded.

Company response to consumer: Closed with explanation