Consumer complaint received 2020-05-18
Company: HYUNDAI CAPITAL AMERICA
State: TN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
On XX/XX/2020, I paid off my auto loan. I wrote to the finance company in Georgia on XX/XX/2020 requesting they cancel the Gap Insurance and issue a refund for the unused premiums. I waited a couple of weeks ; and, after not hearing back, I called the GA office for a status. I was told I had to write a letter to the XXXX XXXX XXXX in XXXX XXXX, FL. 

I wrote a second letter to the XXXX XXXX XXXX on XX/XX/2020. Again, I waited a couple of weeks and then I called on XX/XX/2020 for a status update. The representative told me my request had been processed on XX/XX/2020 effective XX/XX/2020, the date I paid the loan in full. She further told me the dealer had the funds and she instructed me to call them. 

On XX/XX/2020, I contacted the dealer in XXXX XXXX, NV by phone. The operator told me their offices were closed for a month because of the Covid 19 virus. 

I waited another month and then began calling the dealer again. On XX/XX/XXXX I was transferred from one extension to another, but no one answered the phone. I left numerous messages and no one called me back. I also engaged in a Chat Session and explained my situation in great detail, including the fact that I had moved to TN on XX/XX/2020. I gave them my new address and I was told I would receive a call back. 

When the call was not returned, I called the dealer in XXXX XXXX again on XX/XX/2020. The result was the same. I was transferred all over the place and sent to extensions that went unanswered. I called back several times, was hung up on several times, but finally spoke to someone named XXXX who transferred me to someone named XXXX. XXXX was rude, unprofessional and nasty. She told me I would have to go down to the dealership in person. When I told her that was not possible since I was living 2,000 miles away, she then told me I would have to call the finance company. She tried to out talk me several times and even hung up on me! She was, though, actually able to tell me the amount of my refund. This tells me my refund had, in fact, been processed on XX/XX/2020 and the dealer was holding my money. 

I wrote a letter to the CA office of the auto finance company on XX/XX/2020. I have not heard back ; but, in the interim I have tried numerous times to contact them by phone. Every time I have called, and after entering all of my information to identify my loan, I hear a message saying something like 'Our lines are extremely busy right now. Please call back later. '' And then I get disconnected. 

I have now gone full circle and am right back at the beginning of my journey. I am hoping someone in your office can help me get this resolved once and for all. 

If the dealership is holding my funds ( which I definitely know they are for at least 2 months now ), they need to send me a check asap. I have waited way too long to get my money back. 

Thank you.

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