Consumer complaint received 2018-06-30
Company: HYUNDAI CAPITAL AMERICA
State: AZ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
Leased XXXX XXXX XXXX from XXXX XXXX, XXXX XXXX, AZ on XX/XX/XXXX. As I wanted to purchase the vehicle at the end of term but needed the funds from the sale of my house, I requested an extension. This was granted and I made the XX/XX/XXXX payment on time. On XX/XX/XXXX, I called XXXX to find out the total payoff amount and best way to make the payment. Was advised the amount was {$11000.00} and to make the payment through their website, XXXX. 

On XX/XX/XXXX, the house sold with the money due me wired into my account and I sent XXXX XXXX XXXX ( XXXX ) the payoff of {$11000.00} by ACH through their website for my account, # XXXX. I thought this matter was completed but was contacted by XXXX collections on XX/XX/XXXX advising I was late. I advised that I paid {$11000.00} to payoff the car and the funds had cleared my account and to speak with a supervisor. Call was transferred to XXXX who made several notes in their system and advised she would look into the matter. 

On XX/XX/XXXX, I received another call from another collections representative. I explained previous call and read XXXX 's notes. Representative was rude demanding the payment even after reading the notes stating I had to make the payment or it would damage my credit, incur additional late fees, etc. I demanded to speak with supervisor who was also rude demanding the XX/XX/XXXX payment and late fees. I asked to speak with the a Lease End representative. Was transferred to XXXX XXXX who removed the late fees and, after reading the notes, said he would resolve the matter by Tuesday/Wednesday latest ( XX/XX/XXXX-XX/XX/XXXX ). 

On XX/XX/XXXX, I received another collections call demanding the payment and new late fees posted to my account. Transferred to supervisor as well as Lease End. Lease End representative advised that XXXX was still working on the matter. 

After another sleepless night, I texted my brother, a XXXX for a financial institution, and he advised I needed to go to my credit union and reverse the credit. I did this on XX/XX/XXXX. The  reversal was confirmed on XX/XX/XXXX and I called XXXX for the overnight payoff address. On XX/XX/XXXX, I  sent my check by XXXX XXXX for {$11000.00} with a letter explaining that since I had originally tried to payoff the lease onXX/XX/XXXX, any and all late fees should be removed. I also sent a copy of the letter to the Lease End Vice President, XXXX XXXX XXXX. XXXX XXXX confirmed delivery delivery of the check with letter on XX/XX/XXXX. The check cleared my account on XX/XX/XXXX. The copy of the letter to XXXX XXXX was received on XX/XX/XXXX. Allowing 3 days for the check to show cleared by XXXX, I checked my account onXX/XX/XXXX to confirm the payment had been posted. I found that the money was posted on XX/XX/XXXX but it was also reversed on the account showing the money was still due XXXX. 

After another sleepless night, I had another collections call on XX/XX/XXXX demanding the XX/XX/XXXX and XX/XX/XXXX payments with {$60.00} in late fees. Was transferred to supervisor XXXX who said the dealership cancelled the payment. No explanation why dealership would be involved. XXXX also demanded the payment for XX/XX/XXXX and XX/XX/XXXX with the {$60.00} late fees. After call, I called XXXX XXXX with XXXX XXXX who advised they had nothing to do with XXXX and didn't even know my account number. He said he would speak with the dealership general manager to see if the dealership would be willing to step into the problem to resolve it. He called back to advise the dealership was going to stay out of this issue. 

On XX/XX/XXXX, I went to my credit union and spoke with the branch manager, XXXX XXXX. She and I called XXXX. After speaking with people in collections and Lease End we were transferred to XXXX in customer service. She advised that since they received a stop payment ( for the ACH ), they applied the stop payment to the check. She also advised that XXXX received notice that the payment cleared and was posted to XXXX on XX/XX/XXXX and that since they had 14 days to return the money to me, they would be sending me a check on XX/XX/XXXX by regular mail. She refused to send the money overnight or by ACH. To date, XX/XX/XXXX, I have not received this check. XXXX did remove the current late fees. XXXX ( credit union ) recommended I make the XX/XX/XXXX and XX/XX/XXXX payments to remove the collections calls, avoid possible repossession and to make the payoff a different amount since XXXX was having an issue with the {$11000.00} amount. I agreed and made these payments. 

I can't help but wonder, if XXXX received notice that the funds cleared and was posted to XXXX, why didn't they apply the funds to payoff the car. With XX/XX/XXXX around the corner, I will have to make the XX/XX/XXXX payment as well. This is ridiculous. I am trying to the buy the car. Don't suggest I just turn in the car and get something else. There's less than 10000 miles on the car in perfect condition.

Company response to consumer: Closed with explanation