Consumer complaint received 2023-08-01
Company: HYUNDAI CAPITAL AMERICA
State: MD
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
XXXX - Completed a vehicle lease from Hyundai of XXXX on a XXXX XXXX including XXXX - Lease was entered into the Hyundai Motor Finance XXXX website XXXX - At XXXX, Lease Buy-Out Quote Generated ( by me ). Due by XX/XX/2023 XXXX - Check from XXXX XXXX, Matching the Unpaid Balance of Buy-Out Quote was overnighted to HMF ( {$50000.00} ) including the signed buyout quote and the odometer statement XXXX - Check was received and entered on my account. Total funds paid on account {$50000.00} -- - including first payment made at dealer for {$800.00} + ( {$50000.00} ) XXXX - Called to inquire status of account closure. Also logged into account. Both reflected it takes 72-hours or more during busy times to progress into closure XXXX - Called again to check status. Told odometer statement was missing and needed to be faxed ( not attached to check ). However document said to attach to check XXXX - Faxed odometer statement XXXX - Called to check status, received notice account was now past due {$800.00}. Told by collections it was pending the buyout being finished, not to worry about past due call in error. 
XX/XX/2023 - Received another notice of past due balance. I called again, was told now the past due amount was {$300.00} from the purchase fee. My contract shows a purchase price of {$50000.00} + {$300.00} for a grand total of {$50000.00}. The buyout quote shows total funds provided for unpaid balance = {$50000.00} ; total purchase price of {$50000.00}. The two numbers match Identically down to the XXXX. It appears they are both trying to alter the amount of the buyout letter due by XX/XX/2023 and/or double charge me the purchase fee. 
XX/XX/2023 - Called again and was transferred 10 times between collections, support, lease buyout and spoke to XXXX XXXX in Customer Support. Told they couldn't locate the buyout quote. Asked that I email them over including the odometer statement. I did that with her on the phone. She confirmed receipt and said she would forward for correction. 
XX/XX/2023 - Emailed for status. No reply XX/XX/2023 - Called again and was transferred 5 times until reaching XXXX XXXX. He reviewed the documents, the numbers, and confirmed I paid what was provided to me in the payoff quote, which included the {$300.00} fee. He said he reviewed the account and XXXX had mistakenly sent to wrong office. That he would resubmit and escalate XX/XX/2023 - Called again, transferred between offices, still working situation XX/XX/2023 - Received letter in mail dated XX/XX/2023 - Stating that I provided funds {$300.00} short, and that my original funds would be return if no additional money provided within 10 business days XX/XX/2023 - Called again, spoke to XXXX in Lease Buy-Out. Stated the funds were due to the first payment being credited erroneously in full and that it should have been reduced by {$230.00} + sales tax. I reiterated to XXXX, that I paid sales tax on the entire vehicle purchase price ( Maryland law ) at time of purchase. My contract reflects State Tax within the lease at N/A and the buyout quote received also reflects the sales tax at {$0.00}. 
XX/XX/2023 Called and transferred 8 times within 95 minutes from XXXX. I asked if my account was going to be held while in review, since I am being told the office handling the issue doesn't take calls, and will take 4-5 business days to reach out to me. Eventually hung-up on by XXXX XXXX at XXXX. 

I have a loan open with XXXX, who is expecting a Maryland vehicle title in their name ; funds provided to HMF as of XX/XX/2023 totalling the amount requested. My title has not been released and I can not get a straight answer on what additional funds ( or why ) must be provided. This is incurring me an additional cost as I will have to pay a fine for being late with the title swap, I will incur an increased interest rate, a cancelled loan which I would have to reapply using new rates, I would have to pay an additional months rent charge and money factor, and a late notice on my currently spotless credit report. 30 days, nearly no answers on my account.

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