Consumer complaint received 2020-06-26
Company: HYUNDAI CAPITAL AMERICA
State: NY
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:
On XX/XX/XXXX I traded in my XXXX XXXX XXXX at XXXX XXXX in XXXX for a XXXX XXXX XXXX. 
On XX/XX/XXXX I logged in to my Hyundai finance account and noticed my account had not been paid off. 
On XX/XX/XXXX I contacted Hyundai Finance XXXX and explained to them that I had traded in my car on XX/XX/XXXX. The representative explained they had not received my check and I needed to make a payment. I explained to Hyundai finance I had just paid the XXXX XXXX a fee for the trade in, I didn't have money left over and everyone in my household had been laid off and unfortunately i was the only financial provider. They explained because I was not the one laid off they could not help me. I then contacted XXXX XXXX and they explained they had sent out the check. I called back Hyundai Finance and they said to give it a couple of days before I call to clear the account. 
On XX/XX/XXXX I made a payment to Hyundai Finance of {$420.00} in fear of it affecting my credit score since my credit score was XXXX and I am planning on purchasing a home in the end of XXXX. 
On XX/XX/XXXX XXXX XXXX gave me a XXXX XXXX tracking number and I discovered the payment had been received by Hyundai Finance on XX/XX/XXXX ( the day before I originally called them with the concern ) On XX/XX/XXXX I received an email from Hyundai Finance confirming a payment of {$18000.00} had been received on XX/XX/XXXX. I logged into the account and confirmed the payment. I also discovered Hyundai Finance entered my payment of {$420.00} before entering the {$18000.00}, using my second payment to get the interest and principal payment. I then contacted Hyundai Finance on XXXX XXXX and explained to them the payments and the concern of the over payment. They informed me I should get a refund within the next 10 days. 
On XX/XX/XXXX I called Hyundai finance looking for my refund payment plus I explained the XX/XX/XXXX statement showed I had a balance of {$88.00}. I explained to the representative my pay off balance on XX/XX/XXXX was {$18000.00}, 2 payments totaling {$18000.00} was received by Hyundai Finance and I should in fact have a refund of {$460.00} and not a balance. She explained once the account is closed which would be on XX/XX/XXXX it will finalize if I owe more money or I get a refund. 
On XX/XX/XXXX I called Hyundai finance and the representative explained he will send another email to their finance department. 
On XX/XX/XXXX I submitted a dispute with XXXX  due to the Hyundai Finance open account that has been paid off On XXXX XXXX I get an email from XXXX  XXXX  letting me know my credit score dropped 31 points. I logged into my XXXX  account and sure enough my credit score dropped because my Hyundai Finance account is still showing active and a balance so the debt to ratio is much higher.

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