Consumer complaint received 2018-05-25
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Name omitted Address omitted XX/XX/XXXX Consumer Financial Protection Bureau On-line Submission Dear Sir or Madam : I am writing to report an ongoing dispute with Hyundai Capital America regarding a late payment they reported on my credit report. 

This item, late payment for Hyundai Capital America, is inaccurate and should be removed because I immediately paid my owed portion in full as soon as I received the final itemized invoice from Hyundai. The balance is currently paid in full with a {$0.00} remaining balance. 

Timeline of events : XX/XX/XXXX : Turned lease ( auto ) in XXXX-XXXX : Waited for wear & tear inspection data to come back and for Hyundai to send final invoice o Never received a final invoice XX/XX/XXXX : Received a past due call alert Called back immediately, confirmed XXXX had the wrong mailing address, changed address on file Waited 3 weeks for mail containing final invoice, nothing arrived o I give 10-15 business days per Hyundai and standard mail delivery times so Im not following up too soon before the mail has had a chance to arrive Early XXXX : Received a call from Hyundai following up. I was glad they called. I am genuinely concerned about the whereabouts of the final invoice. I ask Hyundai to email the final invoice so we can come to a swift resolution. They refuse to email the invoice. 
XX/XX/XXXX : Hyundai rep sends another mail out I wait another week, still no mail XX/XX/XXXX : I call Hyundai, hold 20 mins, get transferred, hold another 20 mins, cant hold anymore and email customer service, immediately.

Takes Hyundai 48 hours to email back. 
XX/XX/XXXX-XX/XX/XXXX : We are emailing between these dates, with a 48 hour turnaround from Hyundai for each email I ask them for a tracking number for the mail. At this point I still dont know what portion I owe and cant start a claim with wear & tear because I need the final breakdown to get the claim started and still have not received anything from Hyundai. 
XX/XX/XXXX : They say they will have to charge me for a tracking number.

XX/XX/XXXX : My wife pays money to download a fax app, calls Hyundai and makes them fax us the invoice. They admit on a recorded line that the mail they sent out containing the final invoice came back to them undelivered. 
XX/XX/XXXX : We pay IMMEDIATELY our {$400.00} portion due, having finally received the breakdown and now knowing what we owe. 
Early XXXX : We are sent to collections for the wear & tear portion ( {$290.00} ).  Collections helps us expedite the wear & tear claim. 
XX/XX/XXXX XX/XX/XXXX : We are in constant communication with collections/wear & tear/Hyundai getting the claim processed and the check cut from wear & tear. 
XX/XX/XXXX : Wear & tear mails check to HyundaXXXX for the remaining portion. 
XX/XX/XXXX : Hyundai confirms receipt of check. 
XX/XX/XXXX Spoke to Hyundai finance after checking credit report and seeing the derogatory remark. They tell me that the mail containing the final itemized invoice that they sent to us in XXXX and XXXX came back to them undelivered. 
XX/XX/XXXX Spoke to Hyundai finance again and even though they know I am in the right, they say they can't remove the disputed item because it would be a " good faith waiver ''. 

At no point during the entire 3 months of communication did a rep tell us that we have the option to pay the total and get reimbursed by wear & tear. For the entire duration, we are under the impression that wear & tear only pays Hyundai directly. Because we have been in constant communication with Hyundai, we assume there is no issue. At no point did a rep tell us we were at risk of going to collections and being reported to the credit bureaus. This would have been easily solved with better staff training. 

In sum, I was in constant communication about not receiving any mail from Hyundai. I kept inquiring as to where the invoice was and was genuinely concerned as to the whereabouts of the bill and why I wasnt getting it. I displayed nothing other than an eagerness to pay my bill and Hyundai made it extremely difficult for me to pay them what I owed. In all my years of being a customer, I have never made a late payment to Hyundai, and I feel extremely taken advantage of by this corporation. 

Enclosed are copies of email records and payment records supporting my position. 

Please reinvestigate this matter and help us get the disputed item removed as soon as possible. 

Sincerely, Name omitted Enclosures : 1. Fax from Hyundai showing total itemized breakdown of final invoice ( dated XX/XX/XXXX ) 2. XXXX XXXX money transfer confirmation for the {$400.00} portion I owed ( dated XX/XX/XXXX ) 3. Letter from XXXX to Hyundai confirming check for remaining balance {$290.00} was sent ( dated XX/XX/XXXX ) 3. Emails with Hyundai customer service between XX/XX/XXXX - XX/XX/XXXX

Company response to consumer: Closed with explanation