Consumer complaint received 2022-08-13
Company: HYUNDAI CAPITAL AMERICA
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I opened a car loan with Hyudai Motor Finance ( HMFUSA ) 2 years ago in the state of XXXX XXXX. I moved to XXXX on XX/XX/XXXX and went to my local DMV on XX/XX/XXXX to get my new driver 's license and registration. I had contacted HMFUSA the week before to see what I needed to do to obtain the out of state title transfer and where to mail the request. They said I needed to respond to a secure email and that they would send me all the information they would need, which they sent right away and I immediately responded to the email with the requested information. They also gave me the address to mail the written request and I gave that to the DMV and they said they would request it. I called HMFUSA 2 weeks from then to check on the status and was told something was processing? I called back the next week and was told the same thing. The next week when I called, I asked to speak to a supervisor and they gave me a " SPECIAL AGENT '' who said they did not receive anything from me or the DMV, and I was also told I could not speak to anyone in the Title Department because they don't have an extension. I was beginning to get frustrated and was asking him why the previous agents were saying something was processing but he kept talking over me and then ended up hanging up on me. He did tell me there are many people waiting and I am not the only one. Now it's a month later and I called again last week and asked them to resend the secure email to me so I could respond again, I also got their fax number and my local DMV said they would fax the request to them and then I personally mailed the request via certified mail to them. I was told I would have to wait 48 hours to call back to see if they received any of these requests. 2 days ago on XX/XX/XXXX, I called HMFUSA and after speaking to someone who said she could not see anything pending or processing and that I should make the request online through my account. ( There is no way to do that, and I would think the agent would know that )! She then transferred me to a special agent again and I believe it was the same XXXX young man I spoke to before and hung up on me because he said the same thing like he was reading from a script. He could give me no information whatsoever! I have read reviews from people that have and are going through the same thing with this company and were told the same things as me. I am concerned that the state of XXXX will contact me because I no longer have XXXX insurance, but still have their plate on my car. HMFUSA agents have lied to me that my request was processing, and that they have never received anything from me or the DMV but then in the next breath, they tell you that they can't call the title department, they ca. n only email them. I was told by one of the agents that he was sending an em to escalate my request. The State of XXXX gives 30 days to transfer registrations and I am well over that and I started the process 3 days after I moved on XX/XX/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