Consumer complaint received 2021-04-26
Company: HYUNDAI CAPITAL AMERICA
State: KY
Product: Vehicle loan or lease
Sub-product: Lease
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:
SUMMARY OF LEASE BUYOUT OF 2018 HYUANDI XXXX XXXX I mailed lease purchase check & attached my check to a letter of instructions with buyout quote to Regular Mailing Address as stated on lease purchase quote ( see attached copy that was mailed aprox XXXX am on XX/XX/XXXX in a large drive by XXXX XXXX box located in XXXX XXXX XXXX XXXX XXXX XXXX, XXXX KY XXXX ) XXXX XXXX XXXX paid my check XXXX XXXX {$17000.00} XXXX At my online bank account I chatted with XXXX that I thought signature looked suspicious. He viewed check and replied that he could not validate signature & I would need come in to sign an affidavit to research further. 
I contacted HCA-they have not been paid but said it usually takes 48hrs for payment to post & to check back later. This concerned me because the purchase quote was only good to XX/XX/XXXX. I also mentioned the check endorsement looked suspicious to me as it was signed by an individual and did not appear to have any company endorsement. They said different people sign the checks & that it did not really mean anything. 

XXXX My Hyundai account is now past due.

I called Hyundai customer service again ( XXXX ) as my Hyundai account still showing regular payment due. I told them again the signature of check appeared suspicious to me- they did not seem concerned but said if I wanted to I could fax copy of signed check to XXXX. I tried faxing multiple times but would not go through ; I called cus service again & they asked to fax to XXXX. Fax went through. I have a printed fax confirmation. 

XXXX I received a request to e-sign validation of milage. Done immediately. 

XXXX Hyundia account still shows not paid. Called customer ser again- they transferred me - On hold for over 20 minutes, I gave up ; I called again later & same thing. 
I faxed letter again to XXXX requesting investigate suspicious signature of check endorsement. 

XXXX I called again Hyundai Financing & transferred to leasing. This time my call was dropped after a few minutes. 

XXXX XXXX The regular payment of {$280.00} now has a penalty making the total amount now due of {$300.00} I called cust ser again and was told that the leasing dept had been closed for several days and and that they would be working over weekend to catch up. Asked me to call back again in a few days. 



XXXX Hyundai left message to call them at XXXX XXXX. This is first time they have reached out to me during this entire ordeal. I called back at XXXX XXXX & got message office closed XXXX I called XXXX, my account now sent to collections! She had me email copy of check XXXX front & bank to XXXX. She reviewed my email and said she would send over ( to whomever handles this ) XXXX I called XXXX again as my account is still unpaid. They reviewed my account & said they had sent request earlier and but there was no reply so they would request to escalate processing. 

XXXX My acct is now 25 days past due.. Called XXXX. Hold time 24 minutes. She said check was not cashed by them so my account is still unpaid. They will hold action on my account while I contact my bank. Afterwards I can call the customer service dept XXXX. They can not ( or will not ) send me a statement saying the check was not cashed by them. 

XXXX I called XXXX Bank XXXX & talked to bank manager XXXX XXXX. She will research who signed check & get back this afternoon. 

XXXX XXXX XXXX called back- will email me affidavit & they will pursue recovery. She would be willing to call Hyundai to have late charges and any adverse credit rating waived. 
I think thats only fair considering their blatant failure to reply timely to my multiple attempts to quickly resolve the situation. I am also requesting to have the original purchase contact honored if only in appreciation of my history of having bought 3 new Hyundai autos over the past 10 years. If nothing else, just show me if they care about repeat business! 
Sent above summary to XXXX XXXX, she replied would contact Hyuandi for conference call & ring me when connected XXXX received email from XXXX that she called Hyundai, she was on hold for 1 hour, music stopped, waited another 10 minutes and then they dropped her call. She will call back later today. 
XXXX called back later with conference call with XXXX. 
The {$17000.00} payoff now has {$100.00} late penalty for {$17000.00}. I expressed my concerns for being penalized due their multiple blatant failures to assist me to make a timely payment. XXXX said she would put in request to refund the penalty XXXX called Hyundai XXXX XXXX she will request title be expedited, will take 5 business days XXXX No title, called again- was told to fax milage verification this time to XXXX ( by now this is third time faxed milage verification ) should receive title 3-5 days. 
XXXX I No title, called again tt to XXXX XXXX, he will research & call back. He called and left message thats recorded in my voicemail -his callback # is XXXX to get title release expedited & could call leasing directly at XXXX XXXX called XXXX this is just the regular customer service # & does not allow connection to lease department. Spoke again to customer service, transfered etc & lady researched- on their recorded line, I told them again my ordeal since XX/XX/XXXX & she says they will expedite sending my title, verified my address & said ( as they have on all prior attempts ) that it will take 3-5 business days. I told her that this is exactly what Ive been told multiple times, and as fair warning, I will be forced to take legal action if this matter not soon resolved.

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