Consumer complaint received 10/21/2017 about Vehicle loan or lease (Loan) with HYUNDAI CAPITAL AMERICA (GA).
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint: On XX/XX/XXXX, my car was reported stolen. A claim was filed with XXXX and the claim process begun. I reported this to Kia Motors and my account was placed on hold until the claim process was completed. I updated Kia Motors when XXXX stated that they would pay out the claim due to total loss. I was sent claim documentation from XXXX on XX/XX/XXXX stating the amount that was being paid. I also had XXXX coverage through XXXX as well. My total loan with Kia was {$29000.00}. XXXX and XXXX insurance ( through XXXX ) paid out {$15000.00}. I called Kia and informed them of the issue. I stayed in contact with Kia multiple times throughout the claim process stating that the car was not going to be paid off and a balance would be left. I let Kia know that I was attempting to be proactive in the matter and find out what could be done. I was transferred to several customer service representatives and Supervisors and was given no assistance due to all of the payments not being received. I was informed by Kia that they were waiting on a refund check for my XXXX XXXX coverage. Kia stated that they could not give me any more information about my case until this payment was received. 

I called XXXX XXXX Kia on XX/XX/XXXX and spoke to a representative that stated that a check would be mailed when Kia submitted the paperwork. I called Kia back twice a week to inquire about options for my account. Kia informed me that they have yet to receive the payment. I called the dealership back and they stated that a check was mailed in XXXX and they could provide me with the tracking number. 

I spoke to a representative in XXXX about the options to work on this account due to the balance that was left. I was informed by the representative that Kia only gave one option to the customer. I was informed that the remaining balance of {$12000.00} could be paid in 6 months at a payment of {$2100.00} a month. I was told that due to Kia not making a profit from this account because there was no collateral ( the car ) involved, it would not be beneficial to keep the account open. I informed the representative that there was no way that I could make a payment of {$2100.00} a month, continue to maintain housing, care for my children and continue to work at both places of employment. I was then told that if I could not agree to the terms an pay this balance off in 6 months, the account would be charged off and reflect negatively on my credit. On XX/XX/XXXX Kia closed the account and charged the balance off as bad debit. This had a tremendous impact on my credit. I had this account with Kia for over 2 years and was never late on a payment. 

I was not given reasonable efforts to settle this account so that my credit would not be negatively impacted. I 'm almost certain that Kia has sold this debt to a collection agency and will be able to write this off as a loss at the end of the year. This is unfair to be treated in this manner, especially when I had no control over my car being stolen. I paid faithfully every month and maintained by account with Kia. I feel that I have been violated all over again. Once by the thief that stole my vehicle and twice by the company that financed my car loan.

Company response to consumer: Closed with explanation