Consumer complaint received 2018-01-16
Company: HYUNDAI CAPITAL AMERICA
State: OH
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Can't contact lender or servicer

Complaint:
XX/XX/XXXX Emailed XXXX to inquire about how to register my car since I had moved counties and recently been married and changed my name. 

XX/XX/XXXX XXXX XXXX of XXXX County told me I could register my car with my marriage certificate and documentation showing I now lived in XXXX County. He told  me that only my lienholder could change my name on the title since they have your title. He then said Go ahead and renew your registration. The lien holder may not do what you ask because of all the red tape involved. You may have to wait until you pay off the vehicle and then make your name change once you have your title. 

Directly following this email conversation, I updated my name with Hyundai with my marriage certificate. 

I moved to Ohio and spoke with a representative at XXXX County DMV. They gave me a form to complete for my out of state title transfer request and said I could return info via phone or fax. I was told to take my time as I had a registered vehicle that would not expire for a while. 

XX/XX/XXXX Gave Out of state title transfer request information via phone to employee of XXXX county DMV. This included fax number of Hyundais Title department as listed on XXXX 's XXXX XXXX website ( XXXX ) XXXX. They faxed the request XX/XX/XXXX and told me to allow a couple of weeks for the transfer. 

XX/XX/XXXX Followed up with XXXX county. They had not heard back regarding request and gave me a 45 day temporary tag. I was not instructed to consider this to be abnormal, so I continued to wait. 

XX/XX/XXXX After waiting again, called XXXX county and they instructed me to reach out to Hyundai. Called XXXX customer service and was given a new fax number to use via their automated response line for the title department. Also had to apply for a second temporary tag. 

XX/XX/XXXX- XXXX county faxed second request to new fax number. 

XX/XX/XXXX- got final tag extension 30 day tag and XXXX county told me they still had not heard anything. 

XX/XX/XXXX- contacted XXXX. Representative told me a different fax number that I should use to have XXXX county fax my title request ( XXXX ) XXXX. I called XXXX county and they faxed my request for a third time. 

XX/XX/XXXX- XXXX began processing the request. 

XX/XX/XXXX- XXXX sent request to print title to State of GA DOR XX/XX/XXXX- called XXXX and spoke with a customer service representative. He told me that there was a discrepancy in the name. I need to contact GA and have my name changed on the title I immediately called XXXX county DMV. They told me I could do a name change on my title with the required forms and ID. I asked if I could expedite the possible 6-8 week name change process. She directed me to State of GA DOR at XXXX. I waited over an hour to speak to someone who then told me if I wanted my title I had to pay off my car. Finally, after much pleading and explaining, she understood my situation and told me that for {$10.00} extra I could send my name change documents to the title correction department of GA DOR for an expedited process. She quoted me about 2.5 weeks for the name change. I did all the necessary paperwork, rushed to XXXX XXXX   and overnighted the ppwk. It was received by the morning of Friday, XX/XX/XXXX. 

XX/XX/XXXX- My name was officially changed to XXXX XXXX on the title by State of Georgia . 

XX/XX/XXXX- GA DOR sent XXXX title as XXXX electronically. It was received the same day along with the paper title printed in my maiden name ( name used when I bought the car ). 

XX/XX/XXXX- XXXX received word that GA DMV needed to locate title XX/XX/XXXX- Called XXXX spoke with a customer service representative who says they have not received the title. 

I then spent 30 minutes on hold with State of GA to be disconnected as soon as someone answered the phone. I then resorted to sending an email to State of GA that stated that my name was recorded as changed on the title on XX/XX/XXXX, but XXXX had not received it yet. I requested a status update. I received a response that day and emailed back and forth from XX/XX/XXXX- XX/XX/XXXX.  They told me time and time again that GA DOR does not print titles, that it was an electronic title, and that XXXX must print on demand. 

XX/XX/XXXX- called XXXX. Spoke with escalation associate, XXXX. I tried to explain to her the confusing order of events as Id been informed and that GA will not print my title. I told her that they insisted XXXX must print the title. She told me that they do not print titles and they have not received a title. She told me that she could not call the title department and that she was not sure what the notes on the account meant, but that she would put in a request with the title department which would be answered in 3-5 days. I told her that I had been waiting a long time already, so she marked the email as urgent. I asked her if she could contact me after getting a response, but she said they do not have the ability for outgoing calls, can not connect the title department directly, and do not have extensions. So I must continue to call back, wait on hold, rehash my entire story, and talk to someone else that has very little information or power over the matter at hand. 

XX/XX/XXXX- called XXXX. Spoke with escalation associate, XXXX. She told me that on XX/XX/XXXX the paper title with my maiden name, XXXX, came in the mail. On the same day, they received the electronic title with my married name/current name, XXXX. They coded the paper title as lost, stolen, or invalid and cancelled the request. Instead of reaching out to state of Georgia to send an up-to-date printed title, they just cancelled the request and left confusing notes on the account. These confusing notes were communicated to me a few days prior as, we have not received anything when I spoke with XXXX. I had XXXX reach out to the title department and request that they send the paper title with my maiden name since XXXX County said  they could register my car under my married name as long as I had my marriage certificate. 

XX/XX/XXXX- called XXXX. Spoke with escalation associate, XXXX. She told me that the notes indicates the paper title, which is now invalid, could not be sent. On XX/XX/XXXX, the XXXX title department requested state of Georgia send a paper title with the name XXXX. 

Emailed Georgia DOR. They told me they could not print titles and I needed to speak to a manager at XXXX. I told them I have been speaking to managers and they insist they can not print titles, while XXXX insists they can not print titles. I told them I am the one who suffers and I will be left but no choice to report this to the CFPB or get a lawyer. Another person responded later and said they noticed that the title was printed and mailed on XX/XX/XXXX to Hyundai, XXXX XXXX XXXX, XXXX, GA XXXX. 

XX/XX/XXXX- called XXXX. Spoke with escalation associate, XXXX. I wanted to see if the title was received. She told me the title request was cancelled on XX/XX/XXXX and wasn't resent until XX/XX/XXXX ( which would be after 2 phone calls I made to request the title be printed ). She also gave me this timeline : XX/XX/XXXX- got request that I had moved XX/XX/XXXX- sent request to GA to print title XX/XX/XXXX- ( moved on from this date and said nothing ) XX/XX/XXXX- needed to locate title XX/XX/XXXX- cancelled request XX/XX/XXXX- sent letter of permission to XXXX County ( she reassured me this could be used to register my car ) XX/XX/XXXX- second request for title to be printed sent to GA She told me that the address used by GA DOR was correct but there were no notes about it being received. I asked her to resend the letter of permission. She said all she could do was send a request to the title department that would be read within 24-48 hours. I asked her to fax one to  XXXX county and send a hard copy to me. 

Then called XXXX County DMV. They told me they have received nothing after that a letter of permission will not allow me to register my car. She insists that they must have a paper copy of my title. She also told me they would've accepted my title in my maiden name and changed it to my married name when they register my car, which was the same information I was given in XX/XX/XXXX of this year. 

XX/XX/XXXX- spoke with XXXX with XXXX escalation team. She said they sent request for title on XX/XX/XXXX and have not received anything. She said they would send it XXXX XXXX and sent request to title department to send the title out asap. 

Called GA DOR ( waited for 70 minutes to speak with XXXX ) - she confirmed the title was printed and sent on XX/XX/XXXX to the XXXX XXXX for XXXX, but said they probably didn't send it until XX/XX/XXXX and they had snow the next day, So that could have delayed it. 

XX/XX/XXXX- spoke with XXXX from XXXX escalation department. She sent email to title department to request new print of the title if it was not received by XX/XX/XXXX. 
Then I emailed XXXX XXXX from GA DOR : Ive called XXXX multiple times regarding the title that was supposedly sent from your office on XX/XX/XXXX. They have not received it. At this point it's been over a week for, which is quite a while for local mail. Can you please send a new printed title to XXXX title division. Is there a chance it would have been lost in the mail or it was not actually sent? XXXX responded by telling me they could not reissue a title for 30 days. With further questioning, he would not budge or divulge more information. 
I decided to wait and due to the strain it was causing me, focus on enjoying the holidays while the various offices were shut down. 

XX/XX/XXXX- spoke with XXXX customer service associate who told me the title was received but not sent out yet. She had not further information. 

XX/XX/XXXX- spoke with XXXX customer service associate told me title was received XX/XX/XXXX and would be sent out by Thursday XX/XX/XXXX bc they are allowed 10 business days XX/XX/XXXX- spoke with XXXX customer service associate who told me they received the title on XX/XX/XXXX, but have not sent it out yet. I asked why it has not be sent, as this has gone beyond 10 business days. He said he did not know, but he would send a comment to the title department notifying them of this. 

Then I called XXXX County DMV and asked them if by chance they received anything, which they had not. I had them resend my request by fax ( fourth attempt ). 

XX/XX/XXXX- spoke with XXXX customer service associate who told me they received the title on XX/XX/XXXX, but have not sent it out yet. She said there is no indication that they intend to send it out. She had the notes in front of her and understood that this was a long standing out of state title transfer request, however she led me to believe the title department thought this was the end of the road for the title. She told me she would send a high priority email to the title department about sending the title. 

I turned around and called XXXX County DMV. I spoke with XXXX. She faxed the fifth request under my married name to XXXX Title Dept at XXXX. 

I am now in a totally powerless and demoralized state. If you can't help me, I will have to retain the services of a lawyer, which will be in addition to the cost of borrowing 4 cars, renting 3, and the temporary tag extensions. Please help me get my car registered, so I can drive the car that i diligently have never missed a payment on.

Company response to consumer: Closed with explanation