Consumer complaint received 2021-03-28
Company: HYUNDAI CAPITAL AMERICA
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Termination fees or other problem when ending the lease early

Complaint:
Leased Vehicle : XXXX XXXX  XXXX XXXX XXXX XXXX Maturity Date : XX/XX/XXXX Based on the letter received from Hyundai on XX/XX/XXXX the total amount due was {$1100.00} which was not aligned to the payoff quote received when returning the vehicle. 
The payoff quote and check issued for final payment was XXXX ( {$320.00} x 3 months left ). 

Please note that payoff quote received on XXXX from Hyundai when negotiating another vehicle from different brand/dealership was crucial for us taking the decision to purchase the vehicle from XXXX. 

So, after getting the confirmation of the remaining balance to our lease ( {$970.00} ) XXXX sent to Hyundai a check on XX/XX/XXXX for the exactly amount of {$970.00} which would be covering the total amount due showed on payoff quote. 

I made several calls to Hyundai and from each of the calls I received different responses and versions of the facts about the amount due and costs breakdown. 
No one was able to clarify the breakdown of costs ( very confusing ) to also explain how the check of {$970.00} was applied to the final. statement. 
I have also tried to reach different departments or related Hyundai companies by phone and exchanging emails ( HMA, Hyundai Finance, etc ... ) and responses if not asking me to contact the other related company were so vague without any clarification of total ( final ) amount due. 
I've also tried twice going directly to dealership ( salesperson, managers, financial ... ) and NO ONE was able to clarify such statement allowing me to make the final payment. 
I've also sent all related documents by mail to Hyundai ( customer services credit dispute ) - but also no formal clarification from them. 
So, I kept trying to contact Hyundai for such clarification to make the payment accordingly as I had received a payoff quote not aligned to final statement. 
So, understood I was disputing such final statement ( and worse, during a pandemic situation when I suffering with salary reduction, etc .... ) but I NEVER refused to make final payment - I just needed to understand what i was paying as again, payoff quote was not aligned to the final statement. 
In XXXX ( during the pandemic ) I was surprised with a credit monitoring alert ( from XXXX XXXX  ) that I had a delinquent account reported by Hyundai to the credit bureau.

I have not received any prior communication from Hyundai or actions to be taken which is very disappointing coming from a huge and renowned company like Hyundai to a very loyal customer like myself.

Again : I was under the impression we were disputing such final statement as no one from Hyundai at that time was able to clarify the costs breakdown and final total amount due.

So, after getting info about my delinquent account I made the final payment as stated on the Letter from Hyundai ( even without the clarification of related costs ). 
Again, I never refused to make the final payment, however for me it was wrong and not aligned to final quote and at that time, Hyundai was not able to explain or clarify such confusing final statement ). 
So, finally after such payment made I was surprised again on XX/XX/XXXX with a new letter from Hyundai not showing my payment of {$1100.00} and nor the check of {$900.00}. 
So, I called Hyundai ( again ) and was informed that letter was sent by mistake and there was not any amount due at that time and account was paid in full. 
Again I insisted about getting a clarification and a final statement showing how payments were applied including the check and I was told that check was broken down one part to pay past due amount and other part to pay the " future payment ''. 
So, for the first time I got some clarification on how {$970.00} was applied under my final statement, however still didn't know if the total was correct ( as payoff quote not aligned to final statement ). 
I understand such lease account with Hyundai is closed ( paid off ) however reporting a delinquent account ( charge off ) during such dispute ( and during the pandemic ) damaged my excellent score ( from 800 's to 600 's ) for no reason as I never refused to pay just wanted to understand what I was paying once final quote was not in accordance to final statement and asked for clarification before paying. 
Again, no prior notice was given by Hyundai ... no collection, no contact ... kind of arbitrary, unilateral and somehow disrespectful because I've asked for clarification, during a pandemic, never refusing to pay off the lease and Hyundai seemed not giving any change to at least clarify about the actions or even trying to clarify the breakdown of costs.

It's very sad to say ( coming from a loyal and very satisfied customer of Hyundai vehicles ) but very disappointed about such final statement/closing account.

I would like to have Hyundai to remove or correct such report to the Bureau as I understand is not fair due to all presented reasons. 
I never had any problems with payments, late payments, and also me and my wife built an excellent credit score during almost 10 years and I believe it's not fair to have it simply damaged for one single fact which is very controversy due to all mentioned reasons. 
I would like to get a way to reverse this situation or even get a " forgiveness '' from Bureau case Hyundai do not present a new report confirming it was a mistake or an error. 
Thanks again!! 
XXXX XXXX XXXX

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