Consumer complaint received 2025-12-05 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: HYUNDAI CAPITAL AMERICA
State: TX

Complaint narrative:
Kia incorrectly took {$740.00} out of my checking account, and still hasn't refunded the money 38 days later. 

On XX/XX/year> Kia Motor Finance took {$740.00} out of my checking account. I already made XXXX payments and my lease was over so this shouldn't have been debited from my account. 

I called them on XX/XX/XXXX to ask why I was charged and was told that it was an error. They said it occurred because the automatic payments weren't turned off. They said that they didn't have the ability to electronically refund the money, but that they would mail out a refund check. They said it usually takes about XXXX business days. 

On XX/XX/XXXX I called them back asking where the check was. The person I spoke to said that it actually takes XXXX business days before they mail it out, not before I should expect to receive it. He said I should have it by XX/XX/XXXX, but " probably sooner because they mail it from XXXX  and I live in XXXX. '' I called back on XX/XX/XXXX, because I still had not received the check and asked for an update. I don't remember the exact details but they said something along the lines of the other person not giving me the right information and that they " issued '' the check, but didn't " mail '' it. They told me that they mailed XXXX check for {$740.00} on XX/XX/XXXX and another refund check for {$50.00} on XX/XX/XXXX, and that it could take up to XXXX  days to receive them. They said I should have them by XX/XX/XXXX. 

I called again on XX/XX/XXXX and told them that I didn't receive the check. They said something along the lines of mail moves slow around this time of the year and that I should receive it shortly. They said they've noticed checks taking a little longer than normal and said the XXXX XXXX might be backed up. I asked if they could just issue another one and they said they could not. They said it was their policy to wait XXXX  days since mailing out the check before they're allowed to put a stop payment on it and reissue another one. 

I called again on XX/XX/XXXX and told them I didn't believe the check was coming and that I didn't care about their policy and wanted my money back. They escalated my issue to a supervisor and she said that she could try to bypass the " XXXX  day policy '' by putting a request to place the stop payment in. She said it would take XXXX business days to process that request to issue the stop payment. That doesn't include the additional time it would take for them to mail it all over again to me. I said that's unacceptable and she seemed to agree and sympathize. She said she would escalate my issue to their " Care Team '' and that someone from their department might be able to do something faster for me. She said I should expect a call from them in XXXX  days. She sent me an email and gave me the following Service Request number : XXXX. 

On XX/XX/XXXX, XXXX XXXX from the care team called and said he would help me. He said the " there is no XXXX  day policy and [ he ] doesn't know why the other department even says that. '' He said that he would put a stop payment on the check right away for me and then mail out another check along with a XXXX  tracking number. He started talking fast and I got the feeling that he was just trying to get me off the phone. He said that he had to go really quick to try and " catch XXXX before they do the pickup. '' I assume this meant he was going to act really fast then call me right back, but I was wrong. 

On XX/XX/XXXX I called again to get an update. I told the representative everything that's happened so far and she immediately transferred the call to her supervisor, XXXX. XXXX said that there still wasn't a stop payment placed on the check and that a new check wasn't mailed out. She said that she couldn't escalate me to anyone else and that the care team is as far as it goes. She said I couldn't talk to her supervisor or anyone else in the care team. She said if I wanted to contact them, I would have to " write a letter and mail it to their office in XXXX XXXX, XXXX  requesting a call back. ''

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