Consumer complaint received 2022-03-14
Company: HYUNDAI CAPITAL AMERICA
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
In XXXX of 2021, I relocated from New York to Texas with a leased vehicle. When I arrived in Texas, I scheduled an appointment with the tax assessor office on XX/XX/2021. The state of Texas requires registration of vehicles to be processed through this office, not the DMV. When I arrived with the paperwork, I was told I needed a limited power of attorney as I leased my vehicle and did not own it, and to contact my leasing company. This is where the horrific experience with XXXX began. 

I contacted my leasing company on that date, and the representative was insistent that my informed needed to be sent to the DMV. I reiterated to her multiple times that the DMV did not process vehicle registration in Texas. She refused to acknowledge my request to send it anywhere by the DMV and told me to contact them. I did so, and was told about a form that was needed for the limited power of attorney. This is the responsibility of the leasing company and the DMV, confirmed, they did not process these types of requests. I Called XXXX back, and they directed me to send a request in writing through their secure message system to process the request. I did so. 

After 2 weeks went by, I heard nothing. I then Called XXXX again and got a different representative, who told me different information about my request, and told me not to worry about the form and that the titles department would know where to get it. After this, the power of attorney was sent to the wrong place, the DMV, and the secure messages can no longer be found on the server. 

I followed up on this months later on XX/XX/XXXX to try and start the process over again. I got a third representative from XXXX, and asked to speak to a supervisor. The supervisor was condescending and rude, and I asked him if this form could be faxed over, which was requested by the Texas tax office. He said that while they normally do not do that, he would put in the request and also send it via XXXX. He said this process would be 3-4 business days. I reiterated the address and fax number to him multiple times. 10 business days later, I had no response and called back again. 

For the first time in this process, I got a helpful associate at XXXX who explained to me the process in detail. She told me that the request still had not been processed, and to call back in a week or so where she could give me a XXXX tracking number. I was upset, but I said okay fine. When I called back a week later, I had a tracking number and asked about the fax that should have been sent. I was told this was not their department and they couldn't track that, but I could have the tracking number. I checked in on the tracking number until it was delivered on Thursday, XX/XX/XXXX. I called the tax office, and they had not received the package because, once again, it was sent to the wrong place, being XXXX XXXX, Texas and not XXXX XXXX, Texas. Frustrated, I asked what I could do in this situation. They told me if I could get them a fax number from XXXX, they could request it directly. 

I called XXXX back, again. XXXX said the tracking number said delivered, to which I said, once again, that it was a completely different location. I asked for a supervisor, who was the rudest woman I have ever encountered. She told me that she could put in a request to send another copy, and that XXXX does not keep drafts of that on file so it would take 7-10 business days to draft a THIRD copy of a simple form. I told her this would not be acceptable, and that I needed this faxed today or sent to me directly. She told me that she can " put in the request to be faxed, but could not guarantee that it would be. '' I asked to speak to her supervisor, and she said " She's going to tell you the same thing as me '' before transferring me. I then got the fax number from the second supervisor. 

After googling the fax number, an entire support page comes up about this type of thing. When I first contacted XXXX, and multiple times after, multiple associates told me they could not fax this type of document. This was a lie. I contacted my tax assessor office, and went line by line word by word about the information they needed to include in the request. This request was sent on XX/XX/XXXX. As of today, XX/XX/XXXX, no fax has been sent by XXXX with my power of attorney. Another request has been sent.

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