Consumer complaint received 2020-09-18
Company: HYUNDAI CAPITAL AMERICA
State: NV
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
XX/XX/XXXX Purchased XXXX Kia XXXX from XXXX XXXX XXXX XXXX XXXX Demanded refund for warranty and gap insurance totaling {$7200.00} XX/XX/XXXX {$3300.00} payment from XXXX XXXX to XXXX XX/XX/XXXX {$780.00} payment from XXXX XXXX to XXXX XX/XX/XXXX {$3100.00} payment from XXXX XXXX to XXXX XX/XX/XXXX Contacted the XXXX finance company in XXXX to ensure all payments would be applied to future payments per the FAQ on company website. Call center representative confirmed and submitted the request to the payment processing team and payments were spread for future payments ( 12 ). 


XX/XX/XXXX Statement reflected amount due of {$580.00} corrected by customer service ( no payment made ). 

XX/XX/XXXX Statement reflected amount due of {$130.00} customer service indicated one of the payments made in Q1 had been applied to principal balance and a partial payment was now due by XX/XX/XXXX. 

XX/XX/XXXX Payment of {$130.00} made to Kia Finance XX/XX/XXXX Spoke with multiple representatives who stated that one of the payments was still applied to principal and they resubmitted the claim. 
XXXX ( supervisor ) who advised me that he would manually adjust it for me. I asked what I should do about the XXXX payment and was told that he was going to adjust it. 
XXXX ( supervisor ) resubmitted the request to the payment department. 

XX/XX/XXXX XXXX ( Kia rep ) stated that request to apply overpayment to future payments was denied because the {$3300.00} payment was past 6 months and they could not go make adjustments that far back. 
I advised that I made the request in XXXX prior to the 6 month timeframe XXXX transferred me to XXXX XXXX from the back office team who advised that she would get this fixed XX/XX/XXXX Told by the back office team that both payments were already applied to payments and that I needed to speak with customer care so they transferred me XXXX who was part of the escalations team who told me that the payment of XXXX was not applied to payments but to principal. She then told me that since it is past 6 months there is nothing they could do and advised me to write in to have my account reviewed. 
I ended up calling back to ask for a deferment because I was not expecting to have a payment and spoke with XXXX who stated that the 6-month rule does not apply because she found the request that I made back in XXXX. So she resubmitted the request with the original request from XXXX attached to the request XX/XX/XXXX I checked my account to find out that now my account shows past due of XXXX dollars. I called and the rep advised that payments were being reversed to allocate the payments to future payments and to call in 24hours if it was not fixed XX/XX/XXXX XXXX advised the same as rep on XX/XX/XXXX. He stated that payments were being reversed and they are still working on correcting the account and to call back in 48 hours. 

XX/XX/XXXX Same as XX/XX/XXXX XX/XX/XXXX XXXX reported my loan past due to credit bureaus XX/XX/XXXX Rep advised that Kia Finance would not allocate {$3300.00} payment to future payments and had reversed the payment previously applied because it was submitted by the dealers check. 
I reiterated that I havent had an amount due for 6 months and inquired as to why they were not accountable for their error. 
Rep advised that my account is past due {$2800.00} because of fees and past due payments and that I needed to make a payment of $ 1200+ to get my account out of jeopardy of the repossession. Feeling overwhelmed, I told the representative that I would call back after I evaluated what was happening. 

XX/XX/XXXX XXXX XXXX ( supervisor/ floor lead ) advised that he escalated the issue, would listen to the previous call, and would call back that day to resolve - no callback XX/XX/XXXX XXXX ( supervisor/ floor lead ) submitted another request for manager call back - no call back received  XX/XX/XXXX My spouse and I spoke to XXXX XXXX ( collection manager ) who admitted corrections were made to the account but denied that Kia had any responsibility for the mistake. She would not state what date the {$75.00} in late fees were applied to the account. She agreed to mail out a corrected statement reflecting {$3400.00} due instead of the {$8100.00} showing on the XXXX statement but stated the car could be charged off and repossessed before the statement arrived. - no callback to date

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