Consumer complaint received 2020-09-08
Company: HYUNDAI CAPITAL AMERICA
State: NJ
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: Their investigation did not fix an error on your report

Complaint:
Hyundai is falsely reporting a late payment in XXXX and XXXX of XXXX, however, all of my installment payments were made on time for my 4 year lease. I received a letter from Hyundai in XXXX of XXXX noting that I owed {$69.00} in damages after turning in my leased car and that it was not a bill, just a notice and a formal bill would follow. I then received a bill in XXXX of XXXX saying that I owed {$69.00} plus an additional {$400.00} disposition fee. My finance representative never informed of this {$400.00} when I leased the car and I called Hyundai numerous times in XXXX to inquire about this fee, and by then the COVID-19 pandamic had started and every time I called, I was prompted with a message saying " we are experiencing higher call volumes than usual, please call back again at a later time '' and they would hang up on me. After calling for weeks and receiving the same  message, I then e-mailed them on XX/XX/XXXX, and received an email " Thank you for contacting Hyundai Motor Finance. Our Customer Care Team will respond within two ( 2 ) business days with an answer to your concern. '' ( attached as evidence ). I never received an e-mail response from Hyundai. I was finally able to get through to Hyundai in  XXXX of XXXX, and a representative said that my finance representative might not have mentioned it because it's normally waived when staying with Hyundai and that they apologized for not getting back to me sooner but they were understaffed due to COVID-19 and were receiving a lot of calls due to the pandemic. They said not to worry, that they could process my payment and that they would not report anything to any of the credit bureaus since I paid off the balance in XX/XX/XXXX that day  and due to them not getting back to me in a timely manner, however, they then proceeded to falsely reporting a late payment to all 3 credit bureaus and are ruining my credit report which has never had any derogatory marks and Hyundai is causing me thousands of dollars in my mortgage process as I am in the process of purchasing a new home. I've attempted to call the Company multiple times to resolve this and they say there's nothing I can do but wait. That the people that deal with disputes do not have a contact number, that everything has to be handled through the mail, and I mailed them a letter with my complain and evidence and it has been over 30 days and they are still not correcting the issue. This is my last attempt to resolve this before filing a lawsuit with my lawyer. He advised me to document all the names of  the individuals I spoke with the last time I called Hyundai to resolve this on XX/XX/XXXX. Their names were XXXX XXXX, XXXX XXXX, and the Manager was XXXX ( Employee # XXXX ). They all told me there's nothing I can do but keep waiting. I have been fighting this since XX/XX/XXXX, I don't have time to wait anymore as I am about to lose my house and can not purchase a cheaper home with my current credit score that Hyundai is falsely reporting and taking advantage of people during this horrible pandemic. I have filed disputes through the credit bureaus and  they keep updating the account to closed but are not correcting the incorrect late payment history which is the part that is ruining my credit.

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