Consumer complaint received 2023-10-24
Company: HYUNDAI CAPITAL AMERICA
State: AL
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Below is the exact dispute I submitted to Hyundai Motor Finance with personal information removed. 

Dear Hyundai Credit Department, I am writing you to file a dispute against the current historical record of my account related to a XXXX XXXX  XXXX XXXX. The account number is question is ( removed ). This vehicle was in a collision and totaled in XXXX of XXXX. I took the proper steps in filing an insurance claim and having them choose to Total Loss the vehicle. They provided a check to your company which remained un-deposited by your team until it was voided a year later. No one from Hyundai Finance reached out directly to me or the insurance company regarding any issues with the payoff. To the contrary, when I received a bill the following month, I contacted Hyundai Motor Finance for clarification. I was told the check was received and that my account was paid in full. 
Fast forward 15 months and I see that my credit score has plummeted. When I began to investigate this issue I found that Hyundai Motor Finance had never closed my account and was reporting that I was no longer making payments to the credit reporting companies. I filed multiple disputed through XXXX, XXXX, and XXXX providing documentation that I had done correctly on my end and that Hyundai Motor Finance was at fault. I contacted my insurance company and they were able to send a 2nd check which was deposited on XXXXXXXX 
As is stands now, the disputes I started were completed and nothing was done to rectify and correct the history of payments your company falsely reported. It is as if the information I provided did nothing. I am filing this direct dispute in an attempt to have my record corrected and prove that I am not responsible for the current history of Charge-Offs and Late Payments Hyundai Motor Finance has been reporting for the previous 16 months. 
Inclosed you will find the following documentation. 
-A letter from Hyundai Motor Finance I received on XXXX  stating that the final payment on the account was received on XXXX and that the account has been closed. 
-An e-mail from the insurance company stating the check was mailed and never cashed. This email is from when I first found out about the issue at hand. 
-A draft copy of the original check submitted and emailed to Hyundai Motor Finance XXXX including payoff amount, date posted, date of claim, and Hyundai Account Number. There is also a request for contact if there are any issues with the draft. 
-Email including claim number and insurance adjuster information for vehicle and account in question. 
XXXXA copy of the vehicles title which was sent to XXXX XXXX and signed and dated on XXXXXXXX  by an Authorized Hyundai Motor Finance Agent. 
-A partial print out of my payment records from the months leading up to the collision. It shows that our payments were set to auto-draft 2 day before the payment is due. The last payment applied shows XXXXXXXX  followed by a Refund on XXXX of {$560.00}. There is also a {$0.00} principal balance shown for the same month. As auto draft was set up any pending payment would automatically be submitted and should have never missed to begin with. 

Information that is not included but I have verified through multiple conversations with Hyundai Motor Finance XXXXA 2nd title was sent to XXXX XXXX after the 2nd check was received and deposited. 
When calling Hyundai Motor Finance it claims my account is paid in full. This has always been the case but now includes that it was closed as of XXXXXXXX 
I am unable to access my account online to print my account history. 

-As of XXXX Hyundai Capital America was court ordered by the Consumer Financial Protection Bureau, under filling number XXXX, to pay {$19.00} XXXX XXXX in settlements for knowingly furnishing inaccurate and negative information to credit companies between the years XXXX. While this issue falls outside the years stated in the filling it does bring into question the possibility of continual poor business practices that may or may not have been corrected. 

I am requesting that ALL negative associations filed against my account be completely wiped from its history and that the account, going forward, will remain paid in full with no missed or late payments. It currently states Paid in Full, Charged Off. As this was no fault of my own, I want it removed. If there are any questions fill free to contact me directly at any time as no information has been provided or is available that would allow me to contact you over the phone. 
Sincerely, XXXX XXXX XXXXUPDATE* Above is the original dispute filing. This dispute was printed and mailed on XX/XX/XXXX by certified mail. After contacting USPS informed that the package was delivered and signed for on XX/XX/XXXXXXXX XXXX XXXX  I waited the allowed month for the dispute to be resolved including an additional week to allow for return shipping. When I had received no contact as of XX/XX/XXXX, I reached out by phone for answers. I was able to speak to a lady by the name of XXXX XXXX. I informed her of the situation and she was able to provide me with an update. Hyundai Motor Finance received the dispute on XX/XX/XXXXXXXX  and had made notations on XX/XX/XXXX that the account should be corrected. 

As of the phone call on XX/XX/XXXX, no corrections had been mad. She then proceeded to file another internal dispute on the backend of there system. Admitting the error was Hyundai Motor Finances fault that a backend report should sort things out. 
XXXX emailed me a letter ( included as a separate file ) that the account will reflect the paid in full date to effectively be changed to XX/XX/XXXXXXXX XXXX XXXX  I waited another month and still no changes. I reached out on XX/XX/XXXX for answers. I was informed since I had called on XX/XX/XXXX that they are allowed another 30 days to resolve the dispute. 

Over the course of this process, I had at multiple times requested a call back from a supervisor. I never received one. As of this update, XX/XX/XXXXXXXX XXXX XXXX no corrections to my account have been made nor have I spoken to anyone in higher management.

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