Consumer complaint received 2016-10-28
Company: HYUNDAI CAPITAL AMERICA
State: PA
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Problems when you are unable to pay

Complaint:
I had a Kia Lease and turned the vehicle in several months early on XXXX/XXXX/2016, which was before my XX/XX/XXXX payment was due on XXXX/XXXX/2016. When I received my payoff statement from Kia, I contacted them on XXXX/XXXX/16 and spoke to XXXX to set up a payment arrangement. I agreed to pay {$250.00} that day and $ XXXX/mo after that. I asked her about any credit reporting that may be done and she assured me my credit would not be impacted. She also advised me that my account would be turned over to the Recovery Team in XX/XX/XXXX and they would be able to grant me an extension. On XXXX/XXXX/16 I pulled my XXXX credit report and saw that Kia had reported my XX/XX/XXXX payment as 30 days past due. I called Kia and spoke to XXXX who advised my account should not have been reported since my vehicle was turned in before the payment was due. She submitted a dispute and advised to allow 7-10 business days to resolve. I spoke to XXXX on XX/XX/XXXX who was unable to provide me any updates on my dispute and submitted a callback request for a supervisor to call me within 2 days. When I never received a call, I called on XX/XX/XXXX and spoke to XXXX XXXX, a supervisor in the Lease Ends department. XXXX confirmed that my vehicle had been turned in on XXXX/XXXX/16 and there was no reason my account should have been reported ; he said it was a system error. He advised that the correction had already been submitted to the credit bureaus and I would receive a letter in the mail verifying that. I also asked him about the Recovery Team and if I needed to speak to them to get an extension on my account. He placed me on hold and double-checked and assured me that I did not need to do anything further, just continue making my payments the way I had been. I then receive a letter on XXXX/XXXX/16 from XXXX, a third party collection company regarding my outstanding debt. I speak to XXXX at Kia on XXXX/XXXX/16 who assures me that the third party company is only brought in to help Kia with their collections and does not impact credit. She also advised that the decision on the credit dispute was a denial and I would have to send a written dispute in to the credit bureaus. She advised that I would need to talk to the Recovery Team regarding anything else. I spoke to XXXX on the Recovery Team who reassured me that my debt was not sold to XXXX and there is no credit impact. She could not provide an explanation as to why I was lied to by XXXX XXXX when I spoke to him on XXXX/XXXX/16, and advised me I would need to set up a new payment arrangement with XXXX. She also confirmed the denial on my request for the credit correction. She explained that the policy of Kia is that a written dispute is needed, regardless of who 's error caused the credit reporting. She refused to put me in touch with a supervisor at that time and promised a supervisor would call me by the end of today. It is now XXXX EST ( 20 minutes from their closing time ) and I have not heard from anyone.

Company response to consumer: Closed with non-monetary relief