Consumer complaint received 2023-01-05
Company: HYUNDAI CAPITAL AMERICA
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
I am an original owner of my XXXX XXXX XXXX. Hyundai was taken to court over their false claims of the miles per gallon that their vehicles were capable of and they lost. As part of their settlement, they offered original owners of the vehicles impacted to be a part of a payment program that would reimburse us for the difference in their claims compared to the actual miles per gallon achievable by the vehicles for as long as the original owner had the car. In order for this program to work, we were to take our car to a dealership to have them record the mileage and the dealership would then report the mileage to Hyundai who would then send us a prepaid card to reimburse us for the difference, based on the national average of gas. 

I took my car in to the dealership XX/XX/XXXX to have the mileage read. XXXX XXXX, the service advisor who attended to my car, took the mileage and said I could expect to see the reimbursement card in the mail in about 30 days. At XXXX XXXX time on XX/XX/XXXX, after not receiving my card in the mail I called the contact number, XXXX, that XXXX wrote on my dealership invoice if I had any issues. After waiting XXXX minutes on the phone, someone finally answered just to say that they are currently having trouble with their system but it should be working again soon. They provided me with a case number that I could use to call back in a month when the system should be working. 

So I waited until XXXX XXXX time on XX/XX/XXXX to call again. This time the call took XXXX minutes, most of it being on hold. The first person who answered immediately brushed me off and said there is nothing they can do at this point in time and that I just need to keep calling back until things are working again. From the interaction, it sounded as if they had been fielding these calls quite a bit and he even told me that they are just given a scripted response to tell people who are calling in regards to their reimbursement cards. I asked to speak to a manager and I was transferred to his supervisor, XXXX. 

XXXX dodged every question I had as well as to when I could expect to receive the reimbursement that I am owed as a result of the lawsuit brought against Hyundai. I asked when the system will be available again and XXXX said he did not have any information when it would be available. I asked when did the problem start occurring so that I could have a better understanding of how long this has been an issue. XXXX said he doesn't know when the problem began aside from using the phrases " it's been quite a while '' and " months back, probably before summer ''. I tried asking XXXX to provide his best guess as to when this started by asking if it was XXXX, XXXX, XXXX, XXXX? He just kept dodging any questions about how long Hyundai has not been honoring their responsibility to reimburse people who bought their vehicles under false advertisement. 

In the end, XXXX provided the same scripted answer that those I talked to previously had already told me : just keep calling back to wait for long lengths of your time because we have no clue when XXXX will honor their reimbursements they are supposed to. 

This outage of their system is just so happening to occur at a time when the national prices for gas are at historic highs. I have no faith that XXXX will honestly pay reimbursement to reflect those prices and they do not provide a breakdown of how they reached the payout they send on the cards. 

In addition to the gas mileage reimbursement card, I was trying to contact them about an additional {$100.00} one-time payment card they were supposed to send me that I never received. The court finally settled in late XXXX and I never received the funds. XXXX XXXX XXXX/ ( Towards the bottom, Lifetime Reimbursement Program/Additional Compensation ) The sites we are supposed to go to for the reimbursement program are no longer working. Sites such as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( for XXXX ) Others are also having the same problem I am, as can be seen in this discussion thread https : XXXX

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