Consumer complaint received 2023-05-16
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:
After making the first payment online, I had set up Auto-Pay, but may have accidentally set the first Auto-Payment to start the day after I made a payment, causing me to go through a process to refund the Auto-Pay payment as well as cancel it. After that, every payment period I attempted to make a manual payment on their website XXXX but after triple checking my information after numerous attempts, the payment still wouldn't go through, with their website telling me to contact my bank if the issue persisted. After contacting my bank, XXXX XXXX, they told me everything was fine with my account and that it must be a bug in Hyundai Motor Finance 's system instead. So I called the number for their customer service and tried paying over the phone, which required a fee of about XXXX dollars or so, to no avail. Same issue. I got in contact with what I thought was a Customer Service agent but was actually a Collections Dept. agent that said to make a payment with them it would incur a fee of XXXX, but due to my situation they would waive it. But even after being on the phone with them for about 20 minutes the situation seemed unchanged, where giving them my bank information and triple checking with them it wouldn't go through. After that they wanted to try using my Debit Card, which didn't work at first, but after a bit of silence they said it finally went through. Sounds fishy, and very irritating. That was the first time back in XXXX. In XXXX the same issue happened online and the same stuff happened, only that was the time I found out I was calling Collections instead of Customer Service, and when I asked to be transferred to Customer Service they told me to call a certain number, not giving me any instructions after I told them it was the same number I've been calling them at. XXXX I had the same issue, but I had them use my card which apparently was still on file with them. XXXX, today, the same issue but I finally got in contact with Customer Service, hoping to get to the bottom of my issue. After telling them my issue, repeating myself more than once about the information, they went through the same process, telling me that they'd waive the over-the-phone fee " one time only '', even though either their website or something else internally was causing my payments to not go through. After getting my confirmation number of the payment, I asked if there was anything that could be done to prevent or fix my issue, such as set up an Auto-Pay or maybe there was something on my end that could cause the issue, but they told me instead that after 48 hours that I should call again and set up Auto-Pay. And that was it. That was their solution. No promises of fixing the issue. There is no actual support being done, giving me the feeling I should instead refinance with a credit union, but I worry that's their goal : to have my loan debt be bought off in its entirety and profit of the possible interest to be accrued.

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