Consumer complaint received 2020-03-10
Company: HYUNDAI CAPITAL AMERICA
State: MO
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Termination fees or other problem when ending the lease early

Complaint:
In XX/XX/XXXX, I elected to lease a new XXXX vehicle, and at the same time turned in an existing leased vehicle. At that time, there were two remaining lease payments that were to be included in the deal for the new vehicle. Several months later in the fall of XX/XX/XXXX, I received communication from a third-party collection firm hired by the finance company, demanding payment for a balance exceeding {$4000.00}. Prior to that call I had not received, and in fact still have not received, any invoice detailing the substantiation of these supposed charges. I have called the company numerous times, quite literally begging them to please send the requested details to no avail. I have complained with the XXXX XXXX XXXX, to no avail either. The company is currently reporting this amount for which a bill was never presented as a charged-off amount on my credit report. I have repeatedly stated, and will reiterate that if there is an amount due, I will be glad to pay it if the company would revise its reporting on my credit report, however I am not in the habit of paying amounts demanded of me without substantiation. The company claims to have sent an invoice in mid-XX/XX/XXXX, however that invoice has never been received, despite verifying the address of record they have on file. Additionally, they claim to have sent a revised invoice in XX/XX/XXXX that similarly has not been received, despite an additional verification I made that the address on file is correct. Furthermore, my efforts to obtain the necessary information have been thwarted by the company 's online interface which disabled access to the account in question and removed all prior history from the the account. Additionally, numerous outbound phone calls have been made to every level of the finance company that I could find, or that they encouraged me to use. 
I've left numerous voice messages, and encouraged any form of communication that would put the required information into my hands and bring about a speedy and mutually beneficial resolution to this matter. The only bill subsequent to the turn-in of the previous vehicle received by me was related to personal property tax for tax year XX/XX/XXXX. That bill, when received, was paid nearly immediately, and as such it should be clear that if presented with a bill, I'm willing and able to pay amounts that are validly owed. Since no one at the company has been able to substantiate this supposed amount due in writing, and each person I've spoken with has been unable to assist, I must deem that until sufficient documentation is received to the contrary, the company is attempting to collect a fraudulent amount. It is clear to me that this company is behaving in an extremely unreasonable manner, and has no interest in actually resolving the matter and correcting the damage they've done to my credit report with their fraudulent reporting. Time and time again I'm told that they won't send information by any method except postal mail, that there are no supervisors who can assist, and the prevailing attitude seems to be one of nonchalance and uncaring about bringing about a resolution. Again, if there is a legitimate amount owed, I will be glad to pay it so long as the company also agrees to remove the derogatory information from my credit report as they failed to present an accurate accounting and timely invoice. Additional details are available upon request.

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