Consumer complaint received 2022-10-18
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: HYUNDAI CAPITAL AMERICA

Complaint:
Hi, This is my story. 

The lease for my XXXX Hyundai XXXX has a maturity date of XX/XX/XXXX. Initially I was going to sell it to the Dealer, but after realizing that what they were telling me was erroneous, I retracted. Originally, my vehicle had been grounded on XXXX by the dealer, and I was even granted an extension from Hyundai Motor Finance, to wait for my vehicle to be ungrounded, in order to purchase it. On XX/XX/XXXX, an agent from Hyundai Finance confirmed seeing my vehicle ungrounded and instructed me to process the payment for the payoff amount ( {$15000.00} ) online, which I did. 

I have evidence of {$15000.00} going out of my bank account effective XX/XX/XXXX, this is the amount I was provided as a payoff amount by the agent from Hyundai Motor Finance. 
Supposely my title would be sent to me between XXXX days, but on XXXX I decided to call back because I hadnt received it. 

The agent that I spoke with said that my initial payment was insuficient, and that in order for the tiltle to be released, I needed to process an additional payment of {$320.00}, which I immediately did while on the phone. I also have the evidence of this amount going out of my account. 

Between XXXX and XXXX I called almost every day to check on the status and to see through that the new payment was applied, my account was closed and that my title was emitted. I spoke to multiple agents, and three supervisors, which each assured they would get the payments applied and my acocunt closed. One of them even gave me his name ( XXXX XXXX XXXX, and his supposed direct line XXXX ext XXXX, and told me to call him back in three days to validate everything was solved. That never happened, because they dont even have direct lines. I never heard back from anyone. 

On XX/XX/XXXX I called again to check the status and they said that I was being issued a refund for both payments, since they need all in one payment, and my first payment was insuficient. That I should wait between XXXX days to receive those refunds which both had been submitted on XX/XX/XXXX. Later that week I received the check for {$320.00} ( which I still have on hand and havent checked ). 

Today is XX/XX/XXXX ( its been exactly 45 days since the submission of the last payment ), and I havent received the refund for the {$15000.00} or my tittle. XXXX is keeping my money, and not giving me the tittle, and that is the reasson for this claim. Today was the last opportunity I gave them, I called and one of their agents sent another email ( this same procedure has been done by everyone I have spoken to ) to cancel the refunds and apply the payments to my account to get it closed, but I truly dont trust them anymore. 

There is no transparency, no follow-up process, no communication at all. There is only one escalation protocol, which is from the agent to a supervisor and half the times the call is lost and no one calls back, the other half, the supervisor says that there is nothing else to be done, that I just have to be patient.

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