Consumer complaint received 2019-10-23
Company: HYUNDAI CAPITAL AMERICA
State: IA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
1. The following information outlines the events surrounding Hyundai Finances inability to handle a simple payment to pay the vehicle registration renewal for our XXXX XXXX XXXX. Throughout the entire chain of events, Hyundai Finance continued to make false statements regarding the payment of {$410.00} to the Treasurer of XXXX County Iowa representing the annual vehicle registration renewal. Reference a letter received from Hyundai Finance, dated XX/XX/XXXX Attachment 1, which clearly stated, they would make the payment for the vehicle registration renewal and assess the amount of {$410.00} to our Hyundai Finance account. This would have been very acceptable, had they actually made the necessary payment as indicated in the XX/XX/XXXX letter. Throughout all telephone conversations with numerous customer service representatives at Hyundai Finance, they continue to falsely represent, they had made the required payment to the Treasurer of XXXX County Iowa. If Hyundai Finance did indeed make the proper payment to Treasurer of XXXX County Iowa, in the amount of {$410.00} for the annual vehicle registration renewal, the Hyundai Finance account payment histories Attachments 2, 4, 6, 7, 8, 9, 10 and 13 would not reflect a credit balance of {$410.00}. I contacted the Treasurer of XXXX County Iowa on several occasions and each time was told, no such payment for vehicle registration renewal has been received from Hyundai Finance. 

1.1 On XX/XX/XXXX at XXXX, I contacted Hyundai Finance concerning an additional {$410.00} charge appearing on my Hyundai Finance account. I spoke with a customer service representative who identified herself as XXXX. The customer service representative was not certain what the additional {$410.00} represented and I did not immediately associate the {$410.00} as discussed in Attachment 1, but shortly after the start of our telephone conversation, it was quickly determined, the additional {$410.00} was actually the vehicle registration renewal fee for the upcoming year, scheduled to be paid by Hyundai Finance. I informed the customer representative, the State of Iowa allows payment of vehicle registration renewal fees to be made not later than XX/XX/XXXX to avoid late payment penalties and that our budget was set to pay the vehicle registration renewal fee during the month of XXXX. The customer representative clearly stated, we could allow the registration fee to remain unpaid without penalties or interest charges on our Hyundai Finance account into the month of XXXX. 

1.2 On XX/XX/XXXX, I scheduled a payment in the amount of {$1000.00} to be made on XX/XX/XXXX to our Hyundai Finance account. This payment represents the normal monthly payment of {$680.00} and a onetime payment of {$410.00} for the upcoming vehicle registration renewal fee. Reference copy of Hyundai monthly payment receipt for XX/XX/XXXX with confirmation number XXXX Attachment 3. 

1.3 On XX/XX/XXXX at XXXX, I again contacted Hyundai Finance and spoke with Alvea regarding the additional {$410.00} payment made on XX/XX/XXXX and informed her during a recent visit to XXXX County Treasures Office ( XXXX ), I was told, Hyundai Finance has not paid the upcoming annual vehicle registration renewal fee, as they had indicated would happen in Attachment 1. The Hyundai Finance customer service representative clearly stated I see that it was paid. It was not paid. Issue remains unresolved.

1.4 On XXXX, XXXX, XXXX at XXXX, I again contacted Hyundai Finance and spoke with XXXX regarding the {$410.00} vehicle registration renewal fee, informing him I had contacted XXXX County Treasurers office and the vehicle registration renewal fee payment still had not been made by Hyundai Finance . Issue remains unresolved. 

1.5 On XX/XX/XXXX at XXXX, I again contacted Hyundai Finance concerning the {$410.00} I had included as part of the XX/XX/XXXX monthly payment, for the upcoming annual vehicle registration renewal fee. I informed the customer service representative who identified herself as Daily, considering Hyundai Finance had not made the payment of {$410.00} for the upcoming vehicle registration renewal fee, I would immediately pay the vehicle registration renewal fee myself to avoid the late payment penalties, scheduled to take effect on XX/XX/XXXX and apply the {$410.00} credit balance reflected on the Hyundai Finance account payment history, dated XX/XX/XXXX Attachment 4 to the upcoming XX/XX/XXXX monthly payment of {$680.00}. The customer representative agreed with my decision to apply the credit balance of {$410.00} to the upcoming monthly payment. I paid the vehicle registration renewal fee via the Iowa State County Treasurers Association web-site ( XXXX XXXX XXXX ) on XX/XX/XXXX at XXXX. Reference vehicle registration renewal payment receipt, dated XXXX Attachment 5. Issue remains unresolved. 

1.6 On XX/XX/XXXX at XXXX, I again contacted Hyundai Finance and spoke with Alvea regarding the vehicle registration renewal fee of {$410.00}. I informed XXXX, I paid the {$410.00} vehicle registration renewal fee as described in sub-paragraph 1.5 above and a credit balance of {$410.00} remains on my Hyundai Finance account payment history, dated XX/XX/XXXX Attachment 6. I informed XXXX, I had made a onetime monthly payment of {$270.00} and that when combined with the credit balance of {$410.00} currently reflected on my Hyundai Finance account would equal the total of {$680.00} due for the XX/XX/XXXX monthly payment. XXXX continued to maintain the position that the {$410.00} is not available as a credit on my Hyundai Finance account. At this time I asked to speak with a supervisor with the hope of resolving this issue. When speaking with the supervisor, I understood her name to be XXXX. XXXX stated that she would elevate this matter to their Registration and Citation and a response from Registration and Citation can take anywhere from 3 to 5 business days. I informed XXXX that I did not want to see the XXXX bill come up as past due and I am prepared to elevate this matter to the appropriate State and/or Federal Agency requesting their assistance to resolve this entire matter. She stated that I needed to contact Registration and Citation in 3 to 5 business days to see what their response is. Issue remains unresolved. 

1.7 Hyundai Finance account payment history, dated XX/XX/XXXX Attachment 2 clearly reflects the {$410.00} credit balance on account and every monthly payment being made on time, since the lease contract began on XX/XX/XXXX. Hyundai Finance account payment history, dated XX/XX/XXXX Attachment 7 continues to reflect the {$410.00} credit balance on account. Hyundai Finance account payment history, dated XX/XX/XXXX Attachment 8 continues to reflect the {$410.00} credit balance on account. 

1.8 Hyundai Finance account payment history, dated XX/XX/XXXX Attachment 9 continues to reflect the {$410.00} credit balance on account. To date, Hyundai Finance has done, absolutely nothing to correct their error.

1.9 Hyundai Finance account payment history, dated XX/XX/XXXX Attachment 10 continues to reflect the {$410.00} credit balance on account. To date, Hyundai Finance has done, absolutely nothing to correct their error.

1.10 On XX/XX/XXXX, I received a past due notice Attachment 11 regarding my Hyundai Finance account, again this is in error. If Hyundai Finance would simply apply the current credit balance on account of {$410.00} there would not be a past due amount and I would have never received this notice.

1.11 On XX/XX/XXXX, I contacted Hyundai Finance asking what steps are required to resolve the issue regarding the past due notice Attachment 11. I spoke with XXXX and subsequently XXXX concerning this matter. XXXX stated, I needed to provide a copy of the Vehicle registration renewal payment receipt, dated XX/XX/XXXX Attachment 5 and a copy of our latest checking account statement Attachment 12, as proof I had personally paid the {$410.00} reregistration fee. I immediately drafted a cover letter Attachment 13 with both the Vehicle registration renewal payment receipt, dated XX/XX/XXXX Attachment 5 and a copy of our latest checking account statement, dated XX/XX/XXXX through XX/XX/XXXX Attachment 12 and mailed the documents ( Attachments 5,12 and 13 ) on XX/XX/XXXX. 

1.12 On XX/XX/XXXX at XXXX, I was contacted Hyundai Finance collections department asking for an immediate payment of {$410.00} to resolve a past due amount of {$410.00} which Hyundai Finance has erroneously placed on my Hyundai Finance account. The individual calling, identified herself as XXXX. I immediately informed XXXX of the many steps I have taken to resolve this entire matter and to date, Hyundai Finance has not taken the necessary steps to correct their error. XXXX sounded as though she agreed with me, but she did not have the authority to resolve the collection process currently underway.

1.13 Hyundai Finance account payment history, dated XX/XX/XXXX Attachment 14 continues to reflect the {$410.00} credit balance on account. To date, Hyundai Finance has done, absolutely nothing to correct their error.

2. It would be very easy for me to make the full XXXX payment of {$680.00} and disregard the {$410.00} credit balance on our Hyundai Finance account. However Hyundai Finance appears incapable of properly accounting for the original {$410.00} payment, it is my fear the additional {$410.00} would also become unaccounted for and never applied to upcoming monthly payments and simply become lost within their accounting system.

3. Conclusion and desired outcome. I strongly believe Hyundai Finance should be toughly investigated and audited by the appropriate Federal Agency, to determine how many other customer accounts are or have been handled in this or a similar manner. The desired outcome regarding this entire convoluted situation is quite simple, Hyundai Finance needs to adjust my account to properly reflect the current credit balance of {$410.00} to be included as part of the XX/XX/XXXX payment as was originally intended. See subparagraph 1.5 above.

14 Attachments ; Attachment 1, Letter received from Hyundai Finance, dated XX/XX/XXXX. 
Attachment 2, Hyundai Finance account payment history, dated XX/XX/XXXX. 
Attachment 3, Hyundai monthly payment receipt for XX/XX/XXXX with confirmation number XXXX. 
Attachment 4, Hyundai Finance account payment history, dated XX/XX/XXXX. 
Attachment 5, Vehicle registration renewal payment receipt, dated XX/XX/XXXX. 
Attachment 6, Hyundai Finance account payment history, dated XX/XX/XXXX. 
Attachment 7, Hyundai Finance account payment history, dated XX/XX/XXXX. 
Attachment 8, Hyundai Finance account payment history, dated XX/XX/XXXX. 
Attachment 9, Hyundai Finance account payment history, dated XX/XX/XXXX. 
Attachment 10, Hyundai Finance account payment history, dated XX/XX/XXXX. 
Attachment 11, Hyundai Finance payment past due, dated XX/XX/XXXX. Attachment 12, Checking Account Statement, dated XX/XX/XXXX through XX/XX/XXXX. Attachment 13, Cover letter, dated XX/XX/XXXX with copies of attachments 5 and 12 Attachment 14, Hyundai Finance account payment history, dated XX/XX/XXXX.

Company response to consumer: Closed with explanation