Consumer complaint received 2021-12-07
Company: HYUNDAI CAPITAL AMERICA
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
This complaint is regarding Kia Motors Finance. My normal monthly payment is {$370.00}. On XX/XX/XXXX I made an online payment of {$1000.00}. I expected the monthly payment to be paid and the remainder go to the principal of the loan. On XX/XX/XXXX I went to make my monthly payment and the total amount due stated XXXX. I called KMF customer service and explained how I wanted the previous months payment allocated. The representative said it could be done and submitted an order to move {$620.00} to the principal. I then asked the rep what the payoff balance would be for that day ( XX/XX/XXXX ) and he stated that since I was being credited XXXX the payoff would be {$3300.00}. I immediately paid that amount on their website. I asked the rep when I would receive my title and he stated after the payment clears the title will be sent within XXXX business days. When I received my statement for XXXX XXXX my {$3300.00} payment did not appear and in fact it show I missed a payment in addition to another payment due for a total of {$740.00}. It also showed that XXXX payments remained on the loan. After being away for the XXXX holiday, I called Kia on XX/XX/XXXX and explained the above. I asked the rep to review the phone call from XX/XX/XXXX to hear what the rep stated was the payoff balance told to me by the employee since she stated there was a remaining balance on my account. When she was unable or unwilling to do so I asked for her supervisor. I waited for 20 minutes and A a woman named XXXX XXXX who refused to give an ID #, told me she would check into my issue, placed me on hold for another 20 minutes and disconnected the call. I immediately called back into customer service got another rep, explained again, asked for a supervisor again and was hung up on again. I called back on XX/XX/XXXX and went through the same scenario 4 times. Speaking with supervisors XXXX, XXXX, XXXX XXXX, and XXXX. All of whom were rude, obnoxious and unhelpful and who all placed me on hold and disconnected the call. My XX/XX/XXXX and XX/XX/XXXX statement both do not show my payment for {$3300.00}. KMF has not properly accounted for my payment and and continues to keep an open balance balance on my loan and continues charging me interest since XX/XX/XXXX. They will not escalate the issue, refuse to access audio recordings to shed light on the discrepancies, and refuse to take accountability for mistakes made by their employees. I contacted the so called Customer Affairs Division who quickly tells you they only deal with warranties. No one was willing to assist me in getting this issue resolved. 
I would like the recording from XX/XX/XXXX when I was directed to pay {$3300.00} to pay off my car to be listened to and or released. I would also like any interest charged from XX/XX/XXXX to date, to be removed, my account closed and title released.

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