Consumer complaint received 2024-04-20 00:00:00
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
State: NY

Complaint narrative:
I have been trying to buy out my lease from Hyundai Motor Finance since XX/XX/XXXX, and I still have not received the title as of XX/XX/XXXX. During this time I have : - Been given multiple buyout quotes that were issued during the same time period - Never been able to receive a fully itemized buyout quote ( several XXXX dollars were always left unaccounted for and they could not tell me what those fees were ) - Been told that the money I sent was partially put into a holding account and a refund check was sent and cashed for a partial amount ( it wasn't ) - Been told I owed more payments after being told the account was paid in full - Been told the odometer statement was needed even though it was already sent - Been sent an incorrect title and had to request a duplicate title and correct bill of sale Although the vehicle was paid off in full as of XX/XX/XXXX, I still do not have a title in hand. 

A full sequence of events listed below. I have been working with a third party lease buyout company ( XXXX ) to facilitate this process : - XX/XX/XXXX- XXXX is not able to provide a correctly itemized buyout quote. There is always a certain amount ( ~ $ XXXX {$500.00} ) that remains unaccounted for in the itemized breakdown. Myself and XXXX called Hyundai multiple times to request a fully itemized buyout quote, and I received different amounts almost every time depending who we spoke to, including quotes for {$17000.00} and {$17000.00}, among others in similar amounts. Its not clear why the number kept fluctuating and we were never able to receive a fully itemized buyout. XXXX received approval from management to go ahead with the letter for {$17000.00} despite it lacking all necessary fee breakdown information. 
- XX/XX/XXXX- XXXX sent payoff in the amount of {$17000.00} as per the buyout quote. 
- XX/XX/XXXX- Hyundai claims {$350.00} is still due, even though a check was sent for {$17000.00} on XX/XX/XXXX which should have included all remaining payments. 
- XX/XX/XXXX - I received notice that the payoff check was received, but a signed odometer statement is needed, however a signed odometer statement had already been provided with the payoff amount. 
- XX/XX/XXXX - I was notified that Hyundai is claiming a shortage on the account, and that {$15000.00} has been put into a holding account, with {$1700.00} refunded to the co-leasee on XX/XX/XXXX. Hyundai claims the check was cashed on XX/XX/XXXX. The co-leasee was out of the country at this time. She did not receive a check and did not cash a check. There is no explanation as to why this refund check was supposedly issued and the balance put into a holding account. 
- XX/XX/XXXX- XXXX sends {$350.00} to cover the last supposed payment to keep things moving, even though it's not clear why this was need. The supposed {$1700.00} cashed check is somehow no longer an issue and customer service agents suspiciously now have no record of this problem. 
- XX/XX/XXXX- Hyundai states this is when the last payment ( or {$350.00} ) was received, however, official Hyundai records also indicate that the account was officially paid off on XX/XX/XXXX, which is before the supposed last payment was received and before we were notified of a shortage. Why was this last payment even needed? This feels fraudulent. 
- XX/XX/XXXX - Title was released. 
- XX/XX/XXXX I received a certified letter dated XX/XX/XXXX that my account is in default and I have an unpaid balance of {$350.00} and that my lease had been terminated. Upon calling customer service, I was told to disregard this letter and that the account had actually been paid in full and that this letter must have been sent before the payment was received ( this is not true ). 
- XX/XX/XXXX - Title received by XXXX XXXX XXXX. 
- XX/XX/XXXX- I was told by XXXX that the title was filled out incorrectly by Hyundai, and that they requested a duplicate title and corrected bill of sale - XX/XX/XXXX- XXXX still has not received the duplicate title and that Hyundai has quoted 8 weeks to process everything related to the title.

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