Consumer complaint received 2020-07-27
Company: HYUNDAI CAPITAL AMERICA
State: OH
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 Motor Finance incorrectly reported my lease payoff amount due as ~ {$1800.00} instead of the correct amount of ~ {$1300.00} ( Iterminated the lease early and wanted to pay it off ). After calling  customer service, we determined that this was due to Hyundai not crediting my automatic payment of {$450.00} in XX/XX/2020 to my account ( this is when I terminated the lease ). I was instructed by the customer service agent to NOT pay the balance due until they corrected the payoff amount on their end. I called back weekly, as the balance owed did not update every time I logged into my account online. Multiple weeks passed, and I was told that representatives were putting notes on my account to ensure that my account would not get marked as past due to credit agencies while they were working on fixing the mistake ( even though when I logged in to my account it said " past due '' ). Obviously, I was concerned that this would show up on my credit report. I was told FIRMLY that it would not. After getting antsy, I went ahead and paid the balance of {$1300.00} in good faith, even though the account still stated ( incorrectly ) that I owed {$450.00}. After a few more weeks and MULTIPLE calls to customer service, the account was FINALLY updated to show that I did not owe a balance. However, that same month ( XXXX ) I got a credit report alert that I had a late payment reported. I disputed this both with Hyundai by sending a handwritten letter ( which I was told to do by a customer service representative ) and I filed a dispute with XXXX. XXXX  did not find an error. So, I called Hyundai to ask how the internal dispute went, because they were the entity with my call logs and the supposed " notes '' on my account that agents told me they made. After being told the investigation was " pending '' for weeks- today, a representative at Hyundai informed me that they will not conduct an internal investigation on my behalf, even though I submitted the handwritten letter and requested one. They said that since XXXX  did not say there was an error, they will not look into the matter further. I am not surprised that XXXX  did not find anything, since on paper it DOES look like I paid late, however, it was only at the instruction of Hyundai customer representatives. I do not have access to my call notes or recorded calls or account notes to prove what I am saying. I can only show on my cell phone bill the number of times I've called. Hyundai owns the call log transcripts and account notes and I can't access them. The only documentation I have is my bank account in XXXX with the payment that never credited ( which is how I proved to Hyundai that they had made a mistake in the first place ). I did NOT intentionally pay my account late, and this error on my credit report for something I was TOLD TO DO BY THE COMPANY will now follow me for 7 years. I have never been more dissatisfied with a customer service department. They ruined the credit score I've spent 10+ years building with the click of a button. I was proactive and called weekly to ensure that this would not happen, in spite of insanely long wait times due to COVID. According to Hyundai no one on their end can contact their collections department and speak to them for me. So, evidently they can make changes to your credit report but, you aren't allowed to question them, speak to them, or get anyone to advocate for you from customer service. Worst experience I have ever had with a business in my entire life.

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