Consumer complaint received 2020-07-11
Company: HYUNDAI CAPITAL AMERICA
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Hyundai Motor Finance took two payments from my checking account in XX/XX/2020 when only one payment was due and I did not authorize the second payment. I contacted them several times and was told it would take 16 business days to reverse it and they would then have to send me a paper check. Every person I spoke with at Hyundai has acknowledged that the 2nd payment taken in XXXX should not have been taken from my checking account because I did not owe 2 payments. They suggested I leave it and it would pay my XXXX car payment in full. Hyundai taking two payments in XXXX caused serious financial problems for my family because my monthly payment is {$720.00} a month. I left the payment with them and have since contacted them because the automated account information still says I owe my payment by XX/XX/2020. I called them and told them about this and they told me " not to worry about any late notices I receive ''. They would not and have not given me a receipt for the extra payment in XX/XX/2020 to reflect the 2nd payment was applied to XX/XX/2020. It looks like I just paid an extra payment on my account to Hyundai. 
For several months I have not been able to access my online account without calling Hyundai and having them delete my old account and start a new account. It works when they " fix it '' but the next day it won't let me access my account again. I put in my information to try and fix it myself and it tells me that my information is not correct. The information it asks me for is my date of birth and social security number. I have asked for technical support help to get it fixed permanently but have never been given that option. So at this point Hyundai fraudulently took over {$1400.00} from my checking account in XX/XX/2020 and made it sound almost impossible to get the money put back into my checking account in a timely manner. So when I decide I really have no other choice and believe my car payment is paid for XXXX and that I won't have another car payment due until XX/XX/2020 I find out that it was never applied to XXXX and I owe another {$720.00} by XX/XX/XXXX which I can't afford to pay. When I originally called them in XXXX it was to get them to help me fix my account again so I could log on and make my XXXX car payment but instead they took the two payments and charged me {$7.00} for each payment because they took the payment by phone. I am getting cheated so badly by Hyundai Motor Finance and I really need help. I have called them repeatedly and they lie every time. 
I also want to include that When I called in early XXXX to have them fix my account so I could log in they told me I didn't owe a payment for XX/XX/2020 because I was paid ahead so I opted not to make a payment in XXXX and use that credited amount for my payment. I included this because I do not want this getting confused.

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