Consumer complaint received 2020-07-17
Company: HYUNDAI CAPITAL AMERICA
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
To whom it may concern, I am writing to you as my last resort. I have called Hyundai Motor Finance on six occasions in regards to correspondence I have received from said organization about the status of my account. On XX/XX/XXXX I received a text from www.hfmusa.com. It  stated I have a payment past due. Upon seeing that I was concerned since I paid the full balance of the lease on XX/XX/XXXX. Here is a clip from the email sent from Hyundai Motor Finance : I have this complete email if needed. I have documentation of the withdrawal as well from my bank statement. This amount was quoted to me from HMF customer service. I sent this amount because it was required for me to pay the full balance of the lease in order to qualify for my mortgage. I can document this as well. 
All of XXXX all was well with the monthly payments. Each month the monthly payment of approximately {$230.00} was deducted from my account. My lease is due to terminate in XX/XX/XXXX. So when I got the text I checked into the other documentation I had. On XX/XX/XXXX I got this email from HMFUSA on my account balance. You can see that it indicates that I still have a credit balance of {$2700.00}. 



I have called HMF concerning this six time. The first time I was accused of being a liar because the inserted documentations did not have a confirmation number. The CSR eventually hung up on me. I have worked closely with call centers and know how they work so I escalated my calls to a supervisor, account specialist, and call center manager. I then called to speak with the call centers manager. I was given to one of her peers as she did not resolve this issue. I requested to speak with her manager. I was told that they were not available. I was told I could not have a name or contact information to that person. 

I then called corporate offices and tried to go through their switchboard. I was transferred to a number with a recorded message that said their office was closed. I called back and got no answer 4 more times. I called once more and got the same switchboard operator who told me that there was nobody in their corporate office available due to the virus. I begged her to give me anybody who can contact somebody in their office who could help me. She passed me through to an Executive Assistant in Finance who in her message said she had nothing to do with leases. I left a message and have not heard back. I am concerned because I was told in one of my last calls that this issue has NOT been resolved. I do not want to walk out my door one day and the car is repossessed and I have negative credit reports placed on file. 

Please respond to me by either email or US Mail. I wish to maintain a paper trail if I need to settle this issue in the court system : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL, XXXX XXXX Cc : Hyundai Motor Finance XXXX. XXXX XXXX XXXX, TX XXXX

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