Consumer complaint received 2021-07-21
Company: HYUNDAI CAPITAL AMERICA
State: MA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
I have been trying to buy my vehicle from Hyundai Motor Finance. I sent in payment via cashier 's check sent through certified mail on XX/XX/XXXX. They took the payment two days later on XX/XX/XXXX. 

The odometer/ mileage disclosure statement along with the bill of sale were mailed to my address on XX/XX/XXXX, were filled out immediately by me and faxed to the provided number on the enclosed documents. I called to follow up and confirm the documents were received, only to be told that their offices were quoted a 45-180 day processing time for these documents and then for the title to be released to me. 

I called again on XX/XX/XXXX, and were told the documents were still not processed in their system and was it was recommended to fax them again which I immediately did. 

I called to check the status again on XX/XX/XXXX, and was told they had my odometerXXXXmileage disclosure statement in their records, but not the bill of sale. I reminded them that they were faxed together twice already, and that there must have been a clerical issue with this to no fault of my own. The customer service representative was understanding that I had no faith in faxing them the bill of sale again and that I needed this process to be expedited since it has gone on for two months at this point. He informed me that they have an online system for these situation in which an email will be sent to me in 24 hours time and I can scan an upload the bill of sale through that system and that the title would be expedited to me within 10 days. He confirmed my email address for it to be sent to.

After 24 hours had past with no email in any of my inboxes, spam, or promotions folders, I called again to check the status of the email that was supposed to be sent. The customer service representative checked the status of my documents and said they have the bill of sale but there is " no sign ''. I inquired if she meant that it was missing my signature, and she said yes. I assured her that I had the original copy in front of me that was signed and faxed twice already. She kept informing me it was not signed and that I needed to fax it again. I asked to speak to a manager and she ignored my requests and put me on hold. Once she came back she told me that the " back office '' processes the email requests and that there is a 7 day timeline for that email to be sent. I informed her of the information I was given the day prior. She said it was incorrect information. I stated that I had trouble with this since the timelines and information changes every time I call and speak to someone, and I needed to speak to a manger. She put me on hold, and after a few minutes said there is no superior there for me to speak to and repeated yet again that I have to send the signed bill of sale. I said that is exactly what I am trying to do but I need the secure email sent to me and I need this expedited and not on their typical timeline because this is not a typical situation. She said that I could send the bill of sale to the email she provided ( XXXX ) and that it would go directly into their records and that I could call back in 7 days to see if they received it. She hurriedly got off the phone with me after that. 

I just sent the email with the attached bill of sale to the email address she gave, and it bounced back to me with an undeliverable notification. I am absolutely floored with the gross incompetence of the Hyundai Motor Finance lease buyout and title offices and as the consumer am left with no concrete or clear information or rectification of this absurd situation. 


I would like to note that this is also not the first time we have had an issue with Hyundai Motor Finance. The last lease I had with Hyundai I bought out in XXXX, and had a nightmare of a time trying to submit paperwork to them at that time as well. Specifically, when they mailed the bill of sale for me to sign, the had input another random customer 's name in as a second buyer on the car that was not associated with my account whatsoever. Thanks to my due diligence in reviewing the paperwork before I signed I caught the error and reported it to them and had to request a new bill of sale be sent without that person 's name on it. Had I not caught the error a completely unknown person would have been part owner of my vehicle. They also did not expedite the process in this situation where no error was made on my part, it was solely on Hyundai Motor Finance.

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