Consumer complaint received 2025-07-07 00:00:00
Product: Vehicle loan or lease — Loan
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: OH

Complaint narrative:
I paid off my auto loan with XXXX XXXX on XX/XX/year>. At the time of my final payment, I had already completed a state title transfer from XXXX  to XXXX, which XXXX XXXX had successfully processed. 

On XX/XX/XXXX, a XXXX XXXX agent told me via online chat that my title and XXXX release letter had been mailed. However, by early XXXX, I had still not received anything. When I contacted the XXXX  XXXX, they informed me that no title had been generated, making it impossible for the title to have been mailed on XX/XX/XXXX as XXXX claimed. 

I called XXXX XXXX on XX/XX/XXXX and was told to speak with their escalation team. When transferred, I was told there was no escalation team for titles, and the representative claimed a hold had been placed on my title until XXXX, with no further explanation. A work order was submitted, and I was advised to call back the following week. 

On XX/XX/XXXX, I was told XXXX title office had requested the title from the XXXX  XXXX. I again contacted the XXXX, who told me they had not received any such request. They did inform me that I could retrieve and send the title myself. I confirmed this with XXXX XXXX, who provided the mailing address for their title department. I mailed the physical title, which was received by XXXX on XX/XX/XXXX. 

On XX/XX/XXXX, I called for a status update. Despite the title having been received, I was told it hadnt been entered into their system yet and to call back in a week. 

I called again on XX/XX/XXXX and was told, yet again, that Kias title department was still waiting on the title from the XXXX  XXXX. This directly contradicts the previous notes on my account and the fact that the title was already sent and received weeks prior. I was again told a follow-up email would be sent and to call back in XXXX more days. 

Over the last XXXX months, I have received conflicting information every time I call. I have made multiple phone calls ( including on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). Ive told repeatedly that no direct contact with the title department is possible, and that no phone number or email address can be provided. XXXX instance I did have a representative give me an email for the titles department ( XXXX ) and a reference number to provide, but that email that I sent to them went without a reply. I have had multiple representatives give me reference numbers to provide when I call back so I do not have to re-explain information but whenever I provide those on my next call the representative has no idea what I am giving them and I have to re-explain and correct information every single time. 

This delay is preventing me from registering my car or updating my insurance, and the process has been highly disorganized. Ive complied with every request and resolved any issues on my end immediately. XXXX XXXX has failed to provide a clear timeline or explanation, and their internal communication and customer service around titles has been extremely poor. 

I am requesting that this issue be investigated and resolved immediately so I can receive my clear title and complete my registration.

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