Consumer complaint received 2026-06-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: HYUNDAI CAPITAL AMERICA
State: NV

Complaint narrative:
CONSUMER COMPLAINT TO THE CONSUMER FINANCIAL PROTECTION BUREAU Submission Method : Online Portal Complaint Reference : [ CFPB CASE NUMBER - TO BE ASSIGNED ] ________________________________________ COMPLAINANT INFORMATION Full Legal Name : XXXX XXXX Current Mailing Address : XXXX XXXX XXXX, XXXX XXXX, XXXX, NV XXXX Primary Phone Number : ( XXXX ) XXXX Email Address : XXXX Jurisdiction : XXXX, Nevada ________________________________________ FINANCIAL INSTITUTION INFORMATION Company Name : Hyundai Motor Finance Company Product Type : Auto Loan/Vehicle Financing Vehicle Information : XXXX XXXX XXXX Vehicle Identification Number ( VIN ) : XXXX Approximate Monthly Payment : {$670.00} Loan Origination Period : XXXX XXXX ________________________________________ DECEASED BORROWER INFORMATION Deceased Borrowers Full Legal Name : XXXX XXXX Date of Birth : XX/XX/XXXX Date of Death : XX/XX/XXXX Last Known Address : XXXX XXXX XXXXXXXX XXXX XXXX, XXXX, NV XXXX Last XXXX Digits of Social Security Number : XXXX Complainants Relationship to Deceased : Heir to the deceaseds estate with interest in preserving the vehicle asset Estate Status : The family is currently researching and looking into probate proceedings in Nevada. We recently received the death certificate after an extended waiting period, which delayed our ability to properly notify creditors and begin estate administration. ________________________________________ DETAILED ISSUE DESCRIPTION Timeline of Events XXXX XXXX : XXXX XXXX financed the XXXX XXXX XXXX through Hyundai Motor Finance Company XXXX The financing included a trade-in of a XXXX XXXX XXXX XXXX resulting in monthly payments of approximately {$670.00}. XXXX XXXX consistently made payments using her XXXX XXXX benefits. XX/XX/XXXX : XXXX XXXX passed away due to terminal XXXX that caused XXXX failure. Her death was unexpected despite her illness, creating immediate financial and logistical challenges for the family. XXXX XXXX through XX/XX/XXXX : The family was in the process of relocating residences by the end of XX/XX/XXXX. When XXXX XXXX passed away, the family became stuck with the moving process while simultaneously dealing with her death and estate matters. XX/XX/XXXX : The family was unable to make the scheduled monthly payment due to the immediate financial strain and housing instability caused by XXXX XXXX unexpected death. Within the Last Sixty Days : I contacted Hyundai Motor Finance twice to notify them of my mothers passing and to request payment arrangements. During the first call, I specifically inquired about making a payment arrangement to maintain the loan in good standing. Hyundai Motor Finance denied this request without providing any explanation or alternative solutions. Recent Weeks : The family finally received XXXX XXXX death certificate after an extended waiting period, which had prevented us from properly documenting her death to creditors and financial institutions. Current Status : I have completed the relocation process. The XXXX XXXX XXXX is now secured at XXXX XXXX XXXX, XXXX XXXX, XXXX, NV XXXX. The vehicle is covered by active insurance under my name, and I am the listed driver on the insurance policy. Communication with Hyundai Motor Finance Despite my attempts to work with Hyundai Motor Finance in good faith, the company has provided no meaningful assistance or alternative solutions. The representatives I spoke with declined to offer payment arrangements without providing any explanation for this decision or information about other available options for families dealing with deceased borrower situations. ________________________________________ CONSUMER PROTECTION CONCERNS Fair Debt Collection Practices Act Compliance Issues XXXX XXXX XXXX refusal to work with heirs on payment arrangements during the estate transition period raises concerns about potential violations of fair debt collection practices. Under the Fair Debt Collection Practices Act, 15 U.S.C. 1692, financial institutions must provide reasonable accommodations and can not engage in unfair practices when dealing with family members of deceased borrowers. Failure to Provide Reasonable Accommodation Hyundai Motor Finance has failed to provide reasonable accommodation for estate-related circumstances. The companys rigid approach to deceased borrower situations demonstrates a lack of policies that consider the unique challenges families face during estate transitions, particularly when dealing with unexpected deaths and the time required to obtain necessary documentation such as death certificates. Lack of Clear Communication About Options The company has demonstrated a lack of clear communication about available options for families of deceased borrowers. This absence of transparent communication violates consumer protection principles and leaves families without guidance during already difficult circumstances. Need for Better Policies for Deceased Borrower Situations Hyundai Motor Finances current policies appear inadequate for handling deceased borrower situations in a manner that complies with federal consumer protection laws. The companys approach fails to recognize the legitimate interests of heirs who wish to preserve vehicle assets and continue loan payments during estate administration. ________________________________________ FINANCIAL IMPACT AND CIRCUMSTANCES Immediate Financial Strain and Housing Instability XXXX XXXX unexpected death created immediate financial strain and housing instability for me and my family. The timing of her death coincided with our planned relocation, which compounded the financial and logistical challenges we faced. This situation forced us to manage estate matters, complete a move, and attempt to maintain loan obligations simultaneously. Temporary Financial Difficulty with Commitment to Payment While I am experiencing temporary financial difficulty due to the circumstances surrounding my mothers death and our forced relocation, I remain committed to maintaining the loan payments. The vehicle represents my mothers hard work and dedication, as she consistently made payments using her Social Security benefits from the time she financed the car. Preservation of Vehicle Asset The XXXX XXXX XXXX represents a significant asset of my mothers estate and a testament to her hard work prior to her death. The familys desire to preserve this asset is both financially prudent and emotionally important as we honor her memory and the efforts she made to secure reliable transportation. ________________________________________ DESIRED RESOLUTION AND CFPB ACTION REQUESTED Investigation into Hyundai Motor Finance Practices I respectfully request that the Consumer Financial Protection Bureau investigate Hyundai Motor Finances practices regarding deceased borrower situations and their compliance with federal consumer protection laws. This investigation should examine whether the companys policies and procedures adequately protect the rights of family members and heirs during estate transitions. Mediation and Dispute Resolution I request that the CFPB facilitate mediation between my family and Hyundai Motor Finance to establish a reasonable payment arrangement that allows us to maintain the vehicle while properly administering my mothers estate. A dispute resolution meeting would provide an opportunity for both parties to reach a fair agreement that honors my mothers memory and hard work. Payment Arrangement or Loan Modification I seek the CFPBs assistance in facilitating a reasonable payment arrangement or loan modification that takes into account the unique circumstances of my mothers death and the familys commitment to maintaining the loan. Such an arrangement should provide adequate time for estate administration while preserving the vehicle asset. Timeline for Response Given the urgent nature of the estate situation and the risk of further complications, I request that Hyundai Motor Finance be required to contact me within fifteen ( 15 ) days of receiving this complaint to discuss resolution options. ________________________________________ SUPPORTING INFORMATION AND CURRENT STATUS Vehicle Security and Insurance Coverage The XXXX XXXX XXXX is currently secured at my residence at XXXX XXXX XXXX, XXXX XXXX, XXXX, NV XXXX. The vehicle is covered by active insurance under my name, and I am the listed driver on the insurance policy. This demonstrates my commitment to maintaining the vehicle properly and my ability to assume responsibility for its care and maintenance. Communication Preferences I request that Hyundai Motor Finance contact me by phone at ( XXXX ) XXXX and provide an email address for ongoing communication regarding this matter. Clear and direct communication channels will facilitate resolution and prevent further misunderstandings. Estate Administration Context While the family continues to research and pursue proper estate administration procedures in Nevada, the immediate need to address the vehicle loan can not wait for the completion of lengthy probate proceedings. The vehicles preservation is essential to maintaining the estates assets and honoring my mothers investment in reliable transportation. ________________________________________ REGULATORY FRAMEWORK AND LEGAL BASIS This complaint is submitted pursuant to the Consumer Financial Protection Act of XXXX, which establishes the CFPBs authority to investigate consumer complaints and ensure compliance with federal consumer financial protection laws. The issues raised in this complaint implicate several areas of federal consumer protection law : Fair Debt Collection Practices Act ( 15 U.S.C. 1692 ) : XXXX XXXX XXXX handling of this matter raises questions about compliance with FDCPA requirements regarding communication with family members of deceased borrowers and the provision of reasonable accommodations during estate transitions. CFPB Regulation F ( 12 CFR Part 1006 ) : The companys communication practices and response to family member inquiries should comply with current regulatory requirements for debt collection communications and frequency limitations. Truth in Lending Act ( 15 U.S.C. 1601 ) and Equal Credit Opportunity Act ( 15 U.S.C. 1691 ) : These laws provide additional consumer protections that should inform how financial institutions handle deceased borrower situations and work with family members seeking to preserve loan relationships. ________________________________________ CONCLUSION AND HOPE FOR RESOLUTION I express hope that CFPB intervention will lead to a fair resolution that honors my mothers memory and hard work. XXXX XXXX was a dedicated individual who consistently paid for this vehicle using her XXXX XXXX benefits from the time she financed it. Her commitment to maintaining her financial obligations should be respected, and her familys desire to preserve the vehicle she worked so hard to obtain should be accommodated through reasonable payment arrangements. The resolution of this matter will not only serve my familys interests but will also establish important precedents for how financial institutions should handle deceased borrower situations with compassion, transparency, and compliance with federal consumer protection laws. I respectfully request the CFPBs prompt attention to this matter and assistance in achieving a resolution that allows my family to honor my mothers legacy while maintaining the vehicle that represents her hard work and dedication. ________________________________________ ATTESTATION AND SIGNATURE I, XXXX XXXX XXXX hereby attest that the information provided in this complaint is true and accurate to the best of my knowledge and belief. I understand that providing false information to a federal agency may result in penalties under applicable law. I authorize the Consumer Financial Protection Bureau to share this complaint with Hyundai Motor Finance Company for the purpose of facilitating resolution of this matter. I further attest that I have made good faith efforts to resolve this matter directly with Hyundai Motor Finance Company before submitting this complaint to the CFPB, and that the company has not provided reasonable accommodation or alternative solutions to address the circumstances arising from my mothers death. ________________________________________ Contact Information for Follow-Up : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, NV XXXX XXXX : ( XXXX ) XXXX Email : XXXX XXXX

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