Consumer complaint received 2020-06-03
Company: HYUNDAI CAPITAL AMERICA
State: CA
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:
Hyundai Motor Finance has continually presented me with an inaccurate Final Invoice for the end of our lease and no Inspection Report. Their collections department continues to harass me while not providing a correct accounting. 

-- I turned in the Vehicle early on XX/XX/20 ( early ) and was specifically instructed by XXXX XXXX, XXXX XXXX ( XXXX XXXX ) Lease Return Manager to expect to wait 6-8 weeks for the final invoice and Inspection Report. The pandemic hit and so while I had not received anything in early XXXX, I was not too concerned. To this date, I have never received the Inspection Report though I had been told the details over the phone. 

-- On XX/XX/XXXX ( 8 weeks ), I called ( two calls - the first representative escalated the treatment of me as having done something wrong and then, hung up on me ) and had six additional calls on XX/XX/XXXX, XX/XX/XXXX ( three calls ), XX/XX/XXXX, and XX/XX/XXXX. I have been told repeatedly that the phone call is an attempt to collect on a debt. I have been told by representatives, that if not paid by XX/XX/XXXX, they would report the unpaid debt to the credit companies. I received the first copy of the incorrect Final Invoice on XX/XX/XXXX ( postmarked XX/XX/XXXX ). 

-- In those seven ( 7 ) calls from XXXX XXXX XXXX, I repeatedly corrected that the key was received and I should not be billed ; the parking ticket had been paid in XXXX and should not be on the invoice ; and that the Excessive Wear and Tear had not been processed. Over and over, each rep on those calls confirmed my information as correct and promised to mail an updated Final Invoice. 

-- It was not until a XX/XX/XXXX conversation that a representative, XXXX, from XXXX XXXX XXXX through which we have the Excessive Wear and Tear Coverage ( sold by XXXX as XXXX it makes turning in the lease an easier process '' ) told me that " XXXX processes these claims all the time without the lessee holding a report of damage. XXXX just sends it over by fax. '' In a second phone call that day to XXXX, claim rep, XXXX, helped me to complete the cover sheet, and finally, XXXX faxed the Inspection Report to them. 

-- On XX/XX/XXXX, with much concern about having our credit tarnished by their overly aggressive tactics, I offered to and paid the {$400.00} Turn-In Fee that is not in dispute. 

-- I have subsequently received another incorrect Final Invoice ( dated XX/XX/XXXX but postmarked on XX/XX/XXXX ) that is still incorrect. I received a letter from XXXX that they have paid XXXX ( but still shows incorrectly show the key as missing. Meanwhile, I continue to be harassed with incorrect Final Invoices by mail, text messages, and phone calls regarding this matter. 

-- To this date, I do not have a corrected Final Invoice. I do not have the Inspection Report. 

-- It is hard to imagine it is not an act of bad faith by Hyundai Motor Finance to carry forth, as debts, items that were previously paid. And, repeatedly confirmed as paid. This has taken an enormous amount of time as each call is typically between 40 minutes and an hour, some may have been more. 

-- During XXXX call, I sarcastically thanked the rep for their customer service and she told me " This is Collections, not Customer Service. '' ** Clearly, Hyundai Motor Finance has knowingly acted in bad faith and has continued to pursue a financial obligation that is not accurate.

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