Consumer complaint received 2016-02-03
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
My ongoing Hyundai car lease issue. I have faxed the documents/proof of payments to Hyundai 3 - 4 times. 
Esseentially : I started a new job ; they were experiencing difficulty with the direct deposit. It took about three months to successfully set it up. 
I contacted XXXX XXXX XXXX ( XXXX ) in XXXX XXXX to advise them that I intended to close my account. I was switching to solely banking with my credit union. 
Unaware the direct deposit would take so long, I only cancelled two months of bill-pay requests for my car lease, thinking surely I would close the account before that time. 
In the meantime, I worked to reduce the XXXX balance as much as possible, to assist with a seamless switch. 
Unfortunately, XXXX paid my XXXX/XXXX/XXXX Hyundai car payment, the same time that my direct deposit went through and my credit union ( XXXX XXXX XXXX XXXX ) also issued a payment. 
This is my first lease, I often make double payments towards my bills. I thought that I could skip the car payment the following month. 
I contacted Hyundai in XXXX to confirm receipt of the double payment and to verify that I could skip a payment. 
Hyundai mentioned that they did not see a double payment in their system, they saw a missed payment. I explained the direct deposit/BoA/credit union timing situation, and that a payment was issued from both institutions. 
Their non-receipt of a double payment did not sound accurate. I registered their Web site to view my payment history. Their Web site payments sections is a bit confusing, I could not accurately trace the payments. 
I called back later for assistance with identifying the double payment ( can not recall the timeframe, days/within a week ). The rep mentioned that they do not show a double payment and referred me back to their Web site. 
I inquired about their hours as I would have to call back when I could sit with someone on the phone while reviewing the payments history on their Web site. Otherwise, if I reviewed it alone and we were not on the same page, I would have to continue calling. 
After weeks of trying to figure this out, I began receiving bills from Hyundai indicating that I missed a payment, late fees were incurred, and constant harassing phone calls, etc. 
As my lease was ending on XXXX XXXX XXXX, I contacted a lease-end consultant, explained the situation to them. The rep was understanding and mentioned that 'Oh, if you made a double payment, you just get to skip the last month 's payment. ' Sounded reasonable to me. 
Finally, I thought we were on the same page as I understood that I could only skip the last month 's payment, not the month following the double payment. No luck. 
In XXXX, despite my repeated attempts to clarify/understand what was going on since XXXX XXXX, Hyundai started harassing me with phone calls all hours of the day/weekends/holidays, etc. 
During my employer 's holiday shutdown, I had to use my vacation time away from family and friends to continue to figure out this situation. 
On XXXX XXXX XXXX, a Hyundai rep decided on a new story, they would have received a double payment, but Hyundai returned the payment to XXXX. 
On XXXX XXXX XXXX, I physically went into XXXX, sat with a personal banker who researched the inquiry. XXXX confirmed no return payment, provided me payment confirmation and a letter on their letterhead. 
Once I left XXXX, I called my credit union. They confirmed that they could also see the payment. I physically went into the branch, explained the situation to the Teller who researched it. The Teller confirmed the payment, printed my statements, and drafted a letter. 
I called Hyundai several times to update them and for guidance on how to proceed. XXXX ( customer service rep ) transferred me to XXXX and I spoke with XXXX XXXX.

Company response to consumer: Closed with explanation