Consumer complaint received 2020-08-21
Company: HYUNDAI CAPITAL AMERICA
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem extending the lease

Complaint:
To whom it may concern, My lease expired in XXXX. My intentions were to purchase my vehicle but due to covid and lockdown restriction did not have the opportunity to go find a financial lender nor get a buy out from original dealership. Kia finance said they understand and gave me a 30day extension over the phone. On XX/XX/XXXX I spoke to KIA again and stated my wife was XXXX  and I would need more time, the representative said we will give you a 6 month extension all the way up to XX/XX/2020, as long as I paid the previous balance which was in amount of XXXX, which I gladly did. Fast forward my wife had tested XXXX  for XXXX  and it complicated birth plan including moving her XXXX that was schedule to remove her XXXX  due to the fact she is a high risk. On XXXX XXXX my XXXX  was born. Today XX/XX/2020 I woke up to find my car missing and according to KIA finance manager XXXX my car was repossessed. When I asked why was that when i had an extension and we had a agreement the said agreement was never finalized, rather than contacting me, they repossessed my only working car on a day my XXXX  had a doctor appointment for his 2 week check up. I asked why was I repossessed? did i owe you money?, he said no we actually have credit for you. I asked what was it then, he said because of a contract that was not finalized, I said but you have your money why could you not have just sent again I will gladly resign and submit he just kept telling me to bad nothing I can do. I pleaded and expressed the embarrassment in front of my neighbors, my wife post hormonal crying because of the stress of us not being able to make our babies doctor appointment and everything to no emotion or empathy just did not care. When I went to pick up my belongings, they did not allow me to get the things out of my car which they already had gone through and packed. I could not remember everything in car but the 2 most important things where my children car seats and my firearm, which they had gone through and taken apart. As well as now to receive my belongings I am being charged {$100.00} cash fee to get my own things that should have never been taken away in the first place during these challenging times. Which again I have barely left my house in over 2 months to avoid contacting or getting infected with the covid which would affect my wife newborn and XXXX XXXX XXXX. During this time of need I do not understand how you guys can tell me to pay my bill and when you find out I do not have a bill you hang up and claim a disconnect and say themselves they have no reason why this car was picked up. I feel very disrespected and can not believe the way I was treated after being a loyal customer for over 9yrs and not even get a proper apology nor explanation on why the events have occurred and brought such much turmoil to me and my family.

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