Consumer complaint received 2021-01-25
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: Unable to receive car title or other problem after the loan is paid off

Complaint:
We aggressively paid down our Kia car loan and so had a remaining balance of only {$250.00} on XX/XX/XXXX. The full amount of my previous monthly payment XXXX {$1000.00} XXXX was drafted from my bank account on that date, in spite of the remaining balance. 

I called immediately and was informed that the overdraft would be refunded very soon and that no immediate action could be taken due to the Autopay configuration. 

In a subsequent XX/XX/XXXX conversation with XXXX, I was told that it could actually take as long as 30 days to receive a refund. In the meantime, I received my vehicles title and notice from KMF that was loan was paid in full. 

I called again on XX/XX/XXXX ( and spoke with XXXX XXXX, at the 30-day mark, after still not receiving a refund. On this call, XXXX emailed the Payment Processing group to have our refund expedited. I was told it should be sent out in a couple of days. 

About XX/XX/XXXX, I called again. Customer Service had no update for me. The payment was apparently still pending. I was disconnected while holding for requested escalation to a manager. 

On a XX/XX/XXXX call with XXXX from Customer Service, I was told that the first request was not able to be processed. A XX/XX/XXXX update in their system apparently simply said " Delayed ''. XXXX offered to send another request to Payments Processing but assured me they already had it and just needed time. I was asked to check back the following Monday. 

My wife, XXXX, called back and spoke to XXXX to get our call escalated. XXXX said there were no supervisors there, as they had all gone and we, therefore, had no option to escalate. She came back on the line to advise me of a Customer Assistance Team that we could speak to. She was transferring us but disconnected the call instead. The number and extension ( ext. XXXX ) that XXXX gave us did not work in our call back. 

On XX/XX/XXXX, my wife offered to continue efforts to get our money back. On this call, XXXX would not talk to her, even though I was on speaker phone with my wife and voiced my support for her to handle the call in my behalf. XXXX asked to be transferred to a supervisor. 

XXXX came on, as supervisor, after an extended hold. He verified my info and then spoke to me and my wife. He indicated that funds had been released and that they were in Payment Processing since XX/XX/XXXX. XXXX requested further escalation and was told there was no one else to talk to. We were also told that there was no such team at Extension XXXX, and that he had no idea the source of that number. We were asked to wait 3-5 additional business days and to call back. He was noting our account and said he would get our reimbursement. 

On XX/XX/XXXX, we called back again to get an update. We spoke to XXXX who said the refund had still not been sent out. We asked to again speak to a supervisor and were transferred to XXXX. He submitted a new request on our behalf, this time providing a Reference # : XXXX. He then connected us to XXXX the Senior Supervisor who advised that there was nothing they could do ; we just had to wait. The XXXX Department had not responded to XXXX email, so there was nothing more they could do. 

We called our local XXXX dealership, where we bought our car, to see if they could help, but they also only had the same number ( XXXX ) that we have been calling. 

We are now writing you to request help getting the much overdue refundon money erroneously drafted from our account. Their Autopay solution is clearly majorly flawed, as is their refund processing. We have tried working with KIA Motors Finance to no avail, for over two and a half months now. We currently have no hope that simply waiting will yield results, nor do further inquiries directly to Kia Motor Finance seem to help. We are requesting the full refund of the {$810.00} unauthorized overdraft, plus interest. We would also like it noted by monitoring government bodies that this unfair practice of over-drafting for payments is going onand that Kia is in no apparent hurry to rectify the situation. Customer Service at Kia provides us no opportunity to speak with the Finance Department which apparently must process refunds, hence this appeal to CFPB. Thanks for any and all assistance and for your efforts to make sure that this does not happen to other consumers. 

XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX ( XXXX 's mobile )

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