Consumer complaint received 2020-10-27
Company: HYUNDAI CAPITAL AMERICA
State: PA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I have leased my car through Hyundai Motor Finance ( since XXXX ) and have never missed a payment or paid late, ever. I knew my lease was up in XXXX, so months in advance XXXX XXXX of XXXX ) I started the work of trying to purchase my vehicle. I spoke to numerous people, car dealerships, etc. with NO luck on this because of " COVID '' ( they said that with COVID they were unable to help me - but it was their job to help me figure out what to do at the end of my lease term regardless of covid, my lease would end ). This alone was a hassle, and Hyundai didn't bother sending me a " what to do at the end of your lease '' packet until AFTER my lease was over. 

I ended up extending my lease for 6 months with Hyundai Motor Finance after trying to get a hold of them SEVERAL times over the course of months. They said everything was good to go, and I could pay my bill monthly as usual until XXXX of XXXX. All I needed to do was sign the " lease extension email. '' I. never. received. the. email. I called several times over the course of months but at one point I was just over it - because why should I have to be the one to take care of this when the company has done NOTHING but been a hassle and has provided absolutely no assistance to me. I kept manually paying my car payment as usual. Finally Hyundai called me in XXXX of XXXX because I never signed the extension ( yeah Hyundai - I know I never signed it - YOU never sent it to me and I was tired of following up about it ). They said " Sorry, looks like we had the wrong email on file. '' They promised to resend it to me. Never received it.

Less than one week later - my car gets repossessed. I can not explain how HEARTBREAKING this was. Never missed a payment. Never paid late. Always a good customer who tried my best to be proactive even though Hyundai Motor Finance was the absolute WORST and XXXX  company I have ever worked with. Because THEY never sent me an email, and kept sending it to Lord knows where on their part, I got punished. Due to their mistake. 

After days and days of phone battles, I convinced Hyundai Motor Finance to give me my car back and pay all of the fees since they were at fault. They agreed. Now I settle on a home THIS WEEK. and Hyundai tells me that even though I did nothing wrong, my credit will automatically be hit for this. I have outstanding credit. Seriously. And because of the fault of this company, my credit that I have worked so hard to keep high, is going to be affected. And there is " nothing '' they can do about it. It is " automatic. '' In the middle of me settling on a home with my fianc that we have worked so incredibly hard for ... ... .. 

I called them and asked them to not let it affect my credit. They said no. I told them I would be reporting them to the CFPB. They said " go ahead. '' So here I am! And to think if they would have just helped me purchase my vehicle back in XXXX - none of this would have happened ...

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