Consumer complaint received 2019-07-13
Company: HYUNDAI CAPITAL AMERICA
State: VA
Product: Debt collection
Sub-product: Auto debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
XX/XX/ To Whom It May Concern : My wife and I are senior citizens who reside in XXXX, Virginia, and who drove our XXXX leased XXXX XXXX to XXXX XXXX, Utah, last winter on vacation. While there, we decided to turn in our leased vehicle ( which was under mileage ) and replace it with a new XXXX XXXX XXXX XXXX. The dealership ( lessor ) was XXXX XXXX of XXXX XXXX XXXX, XXXX XXXX, Utah. At lease signing we paid {$11000.00} to XXXX XXXX for the residual fee on the old car and the down payment on the new model. Our new monthly payment was negotiated at {$310.00} for 35 months, to be paid to Hyundai Finance on the XX/XX/XXXX of each month beginning in XX/XX/XXXX. I can provide a copy of the lease agreement and all further documentation as requested. 

When we returned to Virginia, we also paid the necessary state taxes on the new lease. Following the submission of our XX/XX/XXXX invoice we began receiving letters and phone calls from Hyundai Finance that they were not receiving payments on our new car, nor had they received the residual balance on the old car. I have called the dealership multiple times since XXXX when I first began to get the phone calls and correspondence from Hyundai Finance. My wife and I have personally spoken to the General Manager, the Salesman who arranged the lease, and the Finance Manager at the dealership multiple times over the past six months ; all who have repeatedly reassured us that the problem has been resolved, explaining to me it was a miscommunication between their dealership and Hyundai Finance. And yet EVERY MONTH, and again this XX/XX/XXXX, we continue to receive phone calls and letters from Hyundai Finance telling me my account is in arrears, and who are now accruing interest to what they say are our post-due payments! I have also personally replied via phone calls on multiple occasions with the operators at Hyundai Finance and have discovered that our payments have been credited to our old account ( the XXXX  XXXX ) which, to my understanding has not, to date, been closed out, and not credited to the new account ( XXXX XXXXXXXX XXXX XXXX ). However, the miscommunication persists, with no resolution from either the dealership ( who has told me the matter has been handled ) nor from Hyundai Finance to the point where I am now receiving phone calls from collection agencies hired by Hyundai Finance to collect on what they insist is my past-due account! In my last phone call with the Hyundai Finance accounts receivables department, XX/XX/XXXX, I requested a copy of all my payment history to date to be sent to me from Hyundai Finance. After that request, I was told by the clerk that if I would just start submitting hand-written checks as opposed to on-line payments through my bank, that maybe the problem could be resolved!!!!!!! This has ended any further correspondence I will ever have with Hyundai Finance or their agencies. 

I have spoken with my attorney and my banker at the XXXX XXXX regarding this matter. XXXX XXXX, who has paid all monthly payments to Hyundai Finance since I leased the car ( based on my on-line bill-pay instructions ) and who has provided me all the documentation of my transactions with Hyundai Finance detailing each monthly payment, the correct address of Hyundai Finance, the date the payment was deducted from my account, the date the payment was received at Hyundai Finance and the correct Hyundai account number written in the payments memo column. Both my attorney and my banker have advised me to contact you, as well as the California AGs office and the XXXX XXXX XXXX to communicate the incompetence and on-going pestering and abuse which has escalated over the past six months. At this point, I do not believe I am capable to solve this issue on my own without your professional assistance. 
Many thanks in advance for what you can do to bring about a satisfactory resolution.

Company response to consumer: Closed with explanation