Consumer complaint received 2021-12-30
Company: HYUNDAI CAPITAL AMERICA
State: KY
Product: Vehicle loan or lease
Sub-product: Lease
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:
I paid off my lease for my XXXX XXXX XXXX in XXXX XXXX by obtaining an auto loan through my preferred local bank, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ). The payoff process with Kia was exhausting to say the least. No one could provide a payoff statement and the only option I had was to use the buyout ( or buydown ) statement available to me online. Once the payment was mailed and delivered, it took over a month for the lease to reflect in their system as paid in full. I then experienced issues when requesting a hard copy of the payoff statement to provide to XXXX for completion of the loan. Eventually XXXX was able to accept a copy of the transaction history and a paid in full letter that took several months to obtain in itself. 

The next, and current, issue at hand is regarding the title. As previously stated, the loan was paid in full in XXXX XXXX. The title was not mailed to me until XX/XX/XXXX, which does not appear timely. Not only was there a delay in receiving the title, but also the title was not properly notarized. The title I received was dated and stamped by the notary and all information was completed, with the exception of the notary 's signature. The notary signature is required by my county for processing of the title. XXXX requires that they be listed as the lienholder on the title, as well. 

After several weeks of back-and-forth conversation with Kia 's escalation team and customer service, it was finally determined that I was incorrectly advised that a new title would be sent to me and that I would need to send the title back to the Title department for corrections. I was told that I could request the document be overnighted back to me once signed. I agreed and mailed the title back to the Title department via XXXX 2nd Day Air to XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, XXXX, TX. The tracking number is XXXX and I paid {$25.00} out-of-pocket for this. 

The title was delivered on XX/XX/XXXX. It has been confirmed that this has been received but is still being processed. I am told every 2 weeks to call back in 5-7 business days for an update. I can not contact the Title department directly. No one can email me. No one can call me. The agents can only submit requests and I am left with nothing but hope that the process is completed in 5-7 business days. 

Not only is this process exhausting and frustrating, but also very stressful. XXXX has stated that we are in breach of our contract and they will be accelerating the debt owed ( {$38000.00} ). Additionally, the county has informed us that the taxes for the vehicle will be approximately {$2300.00}. 

As a middle-class family, we do not have this amount just sitting in our bank accounts. We are in the process of building a house and have XXXX small children. An acceleration of debt would negatively impact our credit score, causing us to be unable to continue construction on our new home.

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