Consumer complaint received 2023-09-30
Company: HYUNDAI CAPITAL AMERICA
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
In XXXX of XXXX I walked into XXXX XXXX of XXXX and was approved through Hyundai Finance for a purchase on a XXXX XXXX XXXX which I gave a {$2000.00} down payment I was sold gap insurance without the option of not having it I was told I had to have that protection on the car. I proceeded with the sale of purchase. Fastfoward to XX/XX/XXXX I recieved a call from XXXX XXXX of XXXX NC where I live now and they told me that XXXX was buying back their XXXX XXXX XXXX and other models. I went into the dealership and was told that I could get a brand new XXXX XXXX financed again through Hyundai Finance again and that they would pay off my current car loan at the time which the total on my bill of sale was for {$19000.00}. I did not have to put any money down I said ok. I also was told that since the car had XXXX  on it that they are paying off XXXX would owe me the money left on the XXXX  contract. I did that process XX/XX/XXXX and received a letter of conformation that it was closed on XXXX XXXX from the cancellation department with Hyundai Finance. I then was told that the check would come from the dealership I orignially purchased the car from which was XXXX XXXX of XXXX. I called on XX/XX/XXXX and talked to patience with the accounting department at XXXX XXXX of XXXX and was told a check was sent to them from the XXXX  cancellations department and she fowarded my check on XX/XX/XXXX to Hyundai Finance which they recieved on XXXX XXXX, XXXX. I proceeded to ask her why she would send it to them if a bill of sale was provivded to their office and she said that they did not give a letter to them stating that the car was paid off and that a bill of sale was sent but it does not come to her office. XXXX  then stated that Hyundai Motor Finance would reiusse the check. Whenever i call the XXXX number listed for Hyundai Motor Finance it states the car is paid off and that they recieved a check for {$550.00} which is for my XXXX XXXX cancellation. I recieved a letter from Hyundai Motor Finance on XX/XX/XXXX stating that the car had been paid off and that all leins had been released and the title for the car would be sent to the dealership listed which is XXXX XXXX in XXXX NC. On XX/XX/XXXX I spoke to Hyundai Finance and was told they seen the the check and that it would escalated to be sent out in 7 days. On XXXX the XXXX I called and was told the contract belonging to this car was still active and their is now a balance on the car after I explained to the represenative that it was an error I was told it would escalated and handled and closed so I could recieve my check. On XX/XX/XXXX I was told from an alleged manager after asking to speak to a manager named " XXXX '' " We dont owe you nothing, you will not get any money until we get the XXXX on the account ''. At this point I am frusrtated because of how nasty she was I told her it was fraudulent and that you can not recieve and apply a payoff payment as future car note payments and not release my XXXX XXXX  cancellation check. I am now looking into legal action against all parties involved because I feel this predatory on all ends. Please i need help with this matter.

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