Consumer complaint received 2017-02-07
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: HYUNDAI CAPITAL AMERICA (FL)

I have attached the full complaint. 
I have been financing a 2016 KIA Soul through Kia Finance for 1 year now. I have made every single payment on time and have had no problems, until I tried shipping my vehicle overseas due to a military XXXX. I started this process with Kia Finance three weeks ago and it is still not solved. First off, my wife called the service desk number XXXX over 3 weeks ago. She asked about the process on how to ship a vehicle overseas and the response was that a " Vehicle Transport Request Form '' was needed and that we should receive it in the mail between XXXX five business days. XXXX five business days go by and we received nothing, to this day we still have not received this from Kia Finance. After five business days, I call XXXX, a different customer support number. This customer support number " apologizes for the inconvenience '' and lets me know that the form is available online for me to print out ... We fill out the form immediately and fax it to XXXX with all of the extra required forms. I call the customer support phone number XXXX the next day and they say " unfortunately, they still have not received the documents, it can anywhere from XXXX five business days to receive the paperwork. '' I have never heard of a fax taking five business days to be received. I let 72 business hours go by and call back customer support and I get more or less the same answer " unfortunately, they still have not received the documents, it can anywhere from XXXX five business days to receive the paperwork and I can try faxing it to a different number '' ( I do not remember the second fax number by it was confirmed multiple times by customer service that it was also a correct fax number. At this point it is getting closer and closer to my military move and I literally call customer service every day and get no help at all. All customer service has to say is that " unfortunately, they have not received the documents and there is nothing they can do. '' Furiously, I ask for supervisors and managers, still calling every day. Some supervisors said that another office does this entire process and there are " no phones '' in their building and no way to contact them. Another supervisor said he would email them and " should get a response within 72 hours. '' 72 hours go by ... no response. At this point I am less than a week away from moving and need to make something happen, so I refinance. I am now going to have to pay over {$800.00} in finance charges that I would n't have had to pay with Kia Finance, but it would all be worth it, because XXXX was able to give me a letter authorizing me to ship my vehicle overseas ( I got the loan approval and the letter of approval in less than 15 minutes on the phone with a XXXX employee ), even before they receive the title from Kia. I priority shipped the check on a Friday and figured I would be able to ship my vehicle overseas on Monday no problem. Well, I was wrong again. Since my registration stated that Kia Finance had my title, the shipping company needed something from Kia Finance stating that my loan was either paid in full or a letter authorizing me to ship the vehicle overseas. Obviously, I get back on the phone with customer support and ask to have either or. No help once again. " Nothing in our system shows that you sent a check or your account is paid in full. '' Jokes on you this time Kia, I have a tracking number from USPS that shows that it has been delivered. Arguing all day long that they have my money and all I need from them is nothing more than a piece of paper, a supervisor in the morning tells me that as soon the check is received they will process it and email it to me and fax it to the shipping company ( at this point they have not yet picked up the package at their