Consumer complaint received 2021-04-24
Company: HYUNDAI CAPITAL AMERICA
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I purchased a XXXX XXXX XXXX in XXXX of XXXX with GAP Insurance. On XX/XX/XXXX, the car was in an accident ( not our fault ) and was totaled. I open an insurance claim to deem the car a total loss and subsequently opened a GAP Claim on XX/XX/XXXX and submitted all the requested documents ( i.e. Insurance Eval, police report, etc. ), except for a Full Payment History with a running owing balance, which I then contacted KIA on XX/XX/XXXX to provide me with is Full Payment History to submit to the GAP insurer. KIA took note of my GAP claim number and email address of the GAP company ( XXXX ), as they said they would send the payment history to the Gap Company via email. KIA informed me that my request would be take 3 to 5 business days to process. I called KIA on XX/XX/XXXX to see if my request had been processed, and was told that they did not have a request initiated by me! So I requested KIA to please ensure that my request for a payment history was submitted to the Total Loss Department and to expedite my request, as i was hoping to have the GAP claim process completed prior to my Car Payment due date of XX/XX/XXXX ( which by this day, KIA has clearly not provided the GAP Insurance with my Full Payment History ). Therefore, unfortunately, I have had to make a XXXX XXXX and looks like I will have to make a XX/XX/XXXX car payment on a vehicle that is a total loss and which I can not use my purchased product ( GAP Insurance ) to settle this situation due to KIA not providing me with a simple request. KIA informed me ( on XX/XX/XXXX ) that my request would take 5 to 7 business day to process. I called KIA on XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX, in which I kept asking for KIA to provide me with a status update of my request ( that was submitted to their Total Loss Department ). I was consistently told that they could not tell me where in the process/status the total loss department was with my request, nor could they call or reach them. I would just have to wait the 5 to 10  business days for them to process my request. To which I told the KIA rep, that my request was clearly more than 10 business days, as I was calling on XX/XX/XXXX. I also spoke to a KIA Supervisor on XX/XX/XXXX ( which was of NO help ), as she told me that my request would take up to a month to be processed! I asked if there was another option for me to receive a Full Payment History, to satisfy a finalize item needed for my GAP claim, and was told that all they could only submit another request ( to their total loss department ) but that was all! What help was that?! I asked the supervisor to provide me with the total loss departments contact information so that I could reach them and submit a complaint. The supervisor said she did not have a phone number but only an email ( XXXX ) and a fax number XXXX. I emailed total loss department on XXXX no surprise, it's XX/XX/XXXX and I haven't heard a peep from them. Not even an acknowledgement that they received my complaint. KIA is impeding me from completing my GAP claim and utilizing my GAP product as intended!! I dont know how to get them to process my request so that I can successfully use my GAP product and get this nightmare over and done with! HELP!

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