Consumer complaint received 2021-02-07
Company: HYUNDAI CAPITAL AMERICA
State: OH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Re : Kia Motor Finance Account XXXX My name is XXXX XXXX. My husband and I opened an account with Kia Motor Finance on XX/XX/XXXX. The account has been in excellent standing since its inception. We additionally have an account with Hyundai Motor Finance under my husband and sons name since XX/XX/XXXX that is equally in excellent standing. It is my understanding that both financing companies are in fact one entity. 
I was laid off on XX/XX/XXXX due to COVID. I had savings intended to be used for a house we wanted to purchase last year and a meager amount of unemployment coming in. I had been successful in paying all my bills on time since my layoff. However, I was starting a new job in the middle of XXXX, my savings was down to scraps and I knew I was losing unemployment on my start date. I did not know if I would have to wait 3 weeks after my start date with my new employer for 1 week or 2 weeks of pay. I decided to request to defer a payment on the Kia so I would not have a late fee, it would not affect my credit and I would remain in excellent standing with all my bills. 
On or about XX/XX/XXXX I contacted Kia motor finance. I asked to defer my XX/XX/XXXX payment to the back on my loan. I was advised I was eligible for a deferment. I inquired about a fee and was told it is normally XXXX but t it would be waved due to COVID. The gentleman that processed the deferment advised me to check back in my account in a couple days to verify everything was set up successfully. 
In the beginning of XXXX, I signed into my account and saw that it stated my next payment was due on XX/XX/XXXX. I also had an end of term statement dated XX/XX/XXXX. The end of term statement verified I was approved for the deferment/extension. I realized the approval is why I did not receive a bill on XX/XX/XXXX for my XXXX payment. I was grateful. 
Fast for ward to today. I received a call on XX/XX/XXXX at XXXX XXXX  EST from a representative of Kia Finance named XXXX. She was calling as an attempt to collect a debt. I was immediately concerned as I know my Kia account to 100 % be in good standing and always has been. XXXX advised they did not receive the XX/XX/XXXX payment. I was shocked and shaken. I immediately advised her that that payment was placed on the back of the loan as an extension/deferment. She said no that was for XXXX. I told her that was impossible as the XXXX payment was made. She placed me on hold to review. When she came back, she advised me the extension did not process. I let her know I have the statement from XX/XX/XXXX stating that it was in fact approved. 
XXXX advise me that the reason it did not process was my XXXX payment was in suspense and that caused the extension not to process. I advised XXXX that I received an email dated XX/XX/XXXX that states Your payment has been processed. Weve received your payment of {$520.00} on your XXXX XXXX XXXX. Your payment was processed on XXXX. It may take up to 5-7 days for your payment to be reflected in your bank account. 

XXXX offered a solution of requesting the late fee be removed by a manager. She also offered to put another deferment on the account. This was unacceptable to me as it does not fix Kias error It also extends the loan another month which causes more interest. XXXX was absolutely unwilling to assist me in this matter. I advised I would be contacting the XXXX  and the attorney generals office. She did not care. She stated she would put in a complaint and a manager would call in 24 to 72 business hours ( 3 to 9 days ). I requested a Supervisor multiple times which she ignored and then refused. She then advised me a Supervisor was unavailable to which I replied that I would wait. She ultimately ended the call. 
I called back in and got a representative named XXXX XXXX. I asked for a Supervisor but XXXX XXXX she would need to pull up the account. I gave her an overview of the situation and then provided the verifying information on the account. XXXX XXXX solution was to advise me if I made a payment within 30 days of the past due payments due date that it would not go on my credit. I told her I had the payment now but that was not a solution. I shared my concerns that if I made a payment today it would be posted toward my XXXX payment, XXXX payment to XXXX, and so on. It does not solve the situation and Kia Motor Finances error. I advised her that I expected Kia to make this right. I further stated to her I would be contacting the agencies I had stated to XXXX earlier as well as Social media. She did not care. 
She told me that she can see multiple suspense codes and a reversal for my XXXX payment. I assured her my payment never bounced and I would get a letter from my bank stating such. She stated she did not believe it bounced because she could not see an NSF fee assessed. However, she could not explain the codes she was seeing. She stated she would have the Customer Assistance team contact me Monday. I provided the best times for me EST and my home number. The call ended at XXXX XXXX. Please note this was 1 hour and 24 minutes of my time wasted. Not to mention trying to calm down, writing this letter, and reaching out to whomever I can get assistance from. My time is valuable, and this was a wasted Saturday with an error on Kia motor finances part. 
My expected resolution is for my account to be corrected to accurately reflect the deferred XX/XX/XXXX payment, no late fee assessed and not as a courtesy, etc. it needs to be gone like it never existed. I also require a letter in writing explaining what happened, that my account is and has been in excellent standing, that I have no late fee and no negative reflection on my credit bureau accounts. This is the absolute LEAST that Kia motor finance can do in an attempt to make this right. 
Sincerely, XXXX 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