Consumer complaint received 2018-11-20
Company: HYUNDAI CAPITAL AMERICA
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I make monthly payments to XXXX XXXX XXXX. My car was repossessed at the end of XX/XX/XXXX all fees were paid in the amount of XXXX on XX/XX/XXXX including repo fee was paid to reinstate account. I was proactive and reached out to the towing company to be advised on fees and the amount I need to pay to pick up my car. XXXX XXXX XXXX XXXX who repossessed my car advised me to speak with XXXX XXXX XXXX about repossession fee. I spoke with Hyundai about fee they advised me I need to speak with the towing company. I went back and forth with both companies about the fee for several days and even reached out to XXXX who scheduled the tow truck to pick up my vehicle and they advised me to speak with the towing company. After going back and forth for several day i finally spoke with someone at XXXX XXXX XXXX XXXX who took the initiative to speak with the middle company XXXX about my vehicle and finally advised about storage fees which was {$25.00} per day for 10 days and still knew nothing about the repossession fee. Finally the day I was picking my car up the towing company told me the repossession fee is {$370.00} which I paid at the time of pick up and have my receipt. I retrieved my XXXX XXXX XXXX on XX/XX/XXXX. I continued to inquire about a repossession fee after with XXXX XXXX XXXX just to stay on top of things and to prevent another repossession and I was told twice there was no repossession fee at this time. I made payments in XXXX to stay current and up to date. I made a payment of XXXX on XX/XX/XXXX and another payment on XX/XX/XXXX for XXXX. On XX/XX/XXXX when I made my payment I requested a payment extension for XXXX. The rep asked me why I needed an extension and what type of hardship I was going through and I provided this information to the rep who then advised me she submitted the request and that I need to wait 72 hours for the request to be approved. Prior to this I have made other extensions where I know I need to call in before next months due date in order to be approved for an extension. I called XXXX XXXX XXXX on XXXX to confirm if the payment extension request was processed the rep told me the request was processed and approved and my next payment would be XX/XX/XXXX. Based upon experience once a payment arrangement or request is made the calls to obtain a payment cease. I kept receiving calls and spoke with a rep around XX/XX/XXXX I asked him why am I continuing to receive calls if I requested a payment extension and it was approved, he advised the rep I originally spoke with did not submit the payment extension request and I asked why he said he wasn't sure and continued to attempt to collect a debt I asked to speak with a supervisor he told me one wasn't available I then became frustrated asking to speak with a supervisor and he came back on the line and stated he processed the extension again and to wait 72 hours to be approved. I called XXXX XXXX again and was advised again that the payment extension was processed. Now around XX/XX/XXXX I spoke with another rep who called me about XXXX payment I advised he I requested an extension for XXXX that was approved she advised me there was no extension on the account she states there is a balance on the account of XXXX from the repossession fee that I was told I did not have to pay I then requested a supervisor once again and went over my repossession process. The supervisor stated the balance on the account is from the repossession fee. He then stated he has to reach out to customer service to get the funds allocated to go towards the repo fee and that it would take 3 to 5 business days. I called in early XXXX to be advised if the funds were allocated for the repo fee. Another rep tells me a completely different story now stating I owe {$800.00} and that my payment from XX/XX/XXXX was reversed for late fees. I stayed on the phone for nearly 2 hours trying to get this issue resolved at this time I am now speaking to collections who placed me on excessive holds to speak with customer service about my account. The last rep I spoke with advised XXXX extension went towards a past due balance in XXXX I advised the rep per my bank I don't have any returned payments. I requested a supervisor who advised me I am unable to speak with customer service because of the balance on the account and in no way tried to resolve my issue. every supervisor I spoke to has misinformed me about the balance and information on my account and several reps have misinformed me as well. I spoke with someone today XX/XX/XXXX and went over the entire issue again he advised me the payment I made XX/XX/XXXX was reversed and applied to late fees on my account. I advised the rep funds were reversed without my consent and I am not paying for the balance from XXXX and I made an arrangement to pay XXXX payment on XX/XX/XXXX I advised I will not pay XXXX until my issue is resolved. I requested to speak to a supervisor who then advised me of new information stating I have unpaid late fees from XXXX and it was put back into the loan and My XXXX extension went towards the late fees that were put back from my repossession .It is XX/XX/XXXX and i'm finally getting clear information about the balance on my account a month and a half later while I am in between jobs. If a rep would have told me in XXXX the extension was not valid I would have made a payment now its XXXX and I am 40 days past due because XXXX XXXX XXXX employees and supervisors failed to provide the accurate information about my account. I don't think I am being treated fair and I don't think I should have to pay for XXXX at this point. I need my issue resolved immediately.

Company response to consumer: Closed with explanation