Consumer complaint received 2017-02-28
Company: HYUNDAI CAPITAL AMERICA
State: MD
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I recently purchases XXXX vehicles ( both XXXX ) from Kia and financed both vehicles through Kia Motors Finance ( KMF ). I also moved from XXXX to XXXX on XXXX/XXXX/16. In to satisfy my obligations as a new XXXX resident, I was required to register my vehicles w/in 60 days ( approx XXXX/XXXX/16 ). By statute, XXXX requires the original title to register the car. I appropriately and diligently asked the XXXX Motor Vehicle Administration ( MVA ) to officially request both titles on XXXX/XXXX/16. The MVA faxed both requests to the fax number provided to me by a KMF representative. I received confirmation of the request from the MVA. About one month later, I received a letter from the MVA that they received my title. However, when I went to register both cars, the MVA informed me that KMF did not send the title for XXXX of the XXXX vehicles. I immediately called KMF to inquire on the status of the other title. To my dismay, KMF alleged that they did not receive a request for a title. I inquired as to how XXXX of the titles to my car was received, when the request was submitted at the same time and the same day. I stated that it was obvious that someone at the title department thought it the request was a duplicate, since there were only minor differences on the request. Rather than argue, I immediately faxed over a copy of the original request and pleaded that they expedite the process, or I may be subject to breaking and a penalty if I did not register my car within 60 days of XXXX/XXXX/16. The KMF representative assured me that they would put in the request. I called back a few days later to inquire on the status. The KMF representative again told me that they never received the title request. At this point I asked to speak to a supervisor. I faxed the request to the supervisor and he said that he would personally email the title department at KMF to process the request. I called back the next day to ensure that the title request was received. Again, the KMF representative said that the title request not received. At this point, I requested to speak to the supervisor again, and he again assured me that he would take care of this request. A few days later, same story. I called up KMF, and no request was submitted. By this time, there was only about 2 weeks left until the 60 day deadline, so I asked the supervisor if he could expedite the process and if they could overnight the title to the MVA. The supervisor said he could not. I then requested to speak to the head boss. He informed me that his boss would call me back later that day. After hours of waiting anxiously, to no surprise, I did not receive any phone call. I also requested that someone from the title department to call me directly so that we could expedite the process. I called three days later and same story. No request was received. However, there was a note that the title department tried to contact me. This was obviously a blatant lie since I never received a missed call and I have full reception all day long. I again requested that my title be sent so that I can be a law abiding citizen and not have to pay extra to register my car. I called once more before the XXXX holiday and same story. After the XXXX, which was past the 60 day deadline, I called KMF and again, no request was received. At this point, I was exasperated and just requested from another supervisor that the title be submitted. She looked into the issue and said that the title request will be submitted. She followed up with a call a few days later ( 2 days past her promised follow up date ) and let me know my request was being processed. One month later the title was taken care of. Luckily when I registered the car, the MVA waived the fine since the delay was not my fault or else I would have had to pay an extra $ 500+. Overall, I spent in excess of 10+ hours on the phone with KMF to deal with this. Completely unacceptable!!!

Company response to consumer: Closed