Consumer complaint received 2020-04-21
Company: HYUNDAI CAPITAL AMERICA
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Good morning, Ive been having issues with Hyundai Motor Finance, placing in accurate late payments on me and my husband XXXX XXXX credit report, Ive tried to resolve the issue on my own but every time I speak with a customer service rep Im giving different information. 

For instance, I spoke with XXXX a Rep for HYUNDAI Motor Finance on Saturday, XX/XX/XXXX at XXXX. She stated I owed a passed due balance for XXXX for the month of XXXX. I asked her how could that be possible and she said because my XXXX payment wasnt paid in fill. I then logged into the website and notice that the payment was paid in full. After going back and forth with the agent XXXX, I went ahead and paid the XXXX via telephone with my debt card. In order for me to qualify for the Covid-19 extension program I had to make that payment per XXXX. XXXX told me to call back on Monday so I could be enrolled into the program and at that point my payment would show up on my account. XXXX said HMF, would see the payment in their system on Monday, XX/XX/XXXX. After making the payment XXXX stated that Ill be able to apply for the extension for the month of XXXX because I was caught up with my payment for XXXX. 

On Monday, XX/XX/XXXX at XXXX, I called Hyundai Motor Finance. I entered my SSN number and the automated system said my next pay of XXXX and some change was due on XX/XX/XXXX. After that a rep by the name XXXX got on the phone to assist me. She asked me what was I calling for, I told her I was trying to get an extension on my car payment due to Covid-19. She asked me a few questions pertaining to my finances. Shes wanted to know when was the last time I worked and I told her it was XX/XX/XXXX. She wanted to know why wasnt I working. I told her I wasnt working because the XXXX  center were closed and I had to XXXX  my XXXX year old  XXXX due to school closings because of Covid-19. She asked me when would I return to work and I told her once all of this is over, because Im a XXXX XXXX XXXX I cant find anyone to watch my child because people are afraid that I may catch it because Im a XXXX XXXX XXXX. She told me to hold on to see if I qualify for the program. XXXX got back on the phone and told me I qualify for the XXXX XXXX XXXX  program, and I could apply it to the XX/XX/XXXX payment. I told her Im all caught up for XXXX and when I called in the system stated I only owe for XXXX. Of course Im very furious after hearing this information. I requested to speak with a manager and I was told know one is available to speak with me which I find it to be very odd. She told me that a manager would probably call me back tonight or tomorrow. After talking about my payments, XXXX stated that my XXXX payment was deferred and I asked her why would HMF report it as being 30 days late. She couldnt give me an answer. Before I hung up the phone, I told her to apply the extension to my XXXX payment so my credit report for XXXX wont reflect being late. I just checked my report in it shows the payment is late and it hasnt been past 30 days for them to submit the payment. Today is the XXXX and my next payment is due on the XXXX. That XXXX payment shouldnt be on there today. 

Im requesting the removal of these late payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX to be removed from me and my husbands credit report because that information is in accurate. I was never 30 days late making my car payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX remove all the late payments that have been mentioned above from XXXX, XXXX XXXX, and XXXX. Today is XXXX the XXXX, XXXX and my next payment isnt due until XXXX and XXXX is already reported to my Credit report as being 30 days late. How is that possible? 

Ive attached some documents that would be useful for this case. If you have any questions you can reach out to me via email or by phone 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