Consumer complaint received 2024-08-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: HYUNDAI CAPITAL AMERICA
State: FL

Complaint narrative:
On XX/XX/XXXXXXXX XXXX XXXX Kia XXXXXXXX had gotten repossessed, I had fallen behind, when I called Kia Finance to see what needed to be done to get my car back they gave me specific instructions and a specific dollar amount which was {$1800.00} which was to include late fees and repo fee. This amount was also to catch up the past due balance. I paid that amount as instructed ( by XXXX XXXX ). I was also told to wait XXXX hours for the payment to post to my account but as long as I provided them with the XXXX XXXX numbers they would release my car for me. Could not get my car back till the following day because of the chain it had to go through to get released. Once this was done the lady that gave me all this information said that the next payment would be due on my next payment date of XX/XX/XXXX. I waited a week to make sure the payment posted, when I logged back online the information on the screen said the payment was due on XX/XX/XXXX instead of XX/XX/XXXX so I call KIA Finance and spoke to a customer service rep by the name of XXXX to confirm when the payment was actually due and he said XX/XX/XXXX and I did this with him a couple more times on the phone just to make sure. After all I was just coming out of a repo and trying to keep things on track again. I have been with them 3 years and never had a problem couple of late payments but nothing serious till this. So XX/XX/XXXX comes and I make my payment of {$520.00} and some change because that is what the online payment said I needed to pay ( yes a little higher from when I confirmed the amount on the phone ). Now I am getting ready to make my XX/XX/XXXX payment and I go online to see that the amount due is now {$990.00} and this amount is for the rest of XXXX 's payment and now XXXX 's payment. Mind you I thought I was caught up all this time and resuming my regular car payments of {$500.00}. So I call XXXX yet again to find out why the amount is different than before and why none of these amounts match my paper statement that I can print from online. After an hour and trying to speak to a supervisor they tell me that when they allocated the {$1800.00} payment they paid XXXX 's payment ( which wasn't due at that time ) along with any past due payments and that the remaining {$480.00} is the repo fee and late charges. I tried to see if they could fix this and the supervisor said well you would still be behind so what's the difference. So I asked to have the XXXX payment pushed to the end of the loan and I would pay the difference just to get this cleared up finally. After all the mistake was not made on my end. He said I qualified for that but I would have had to submit that 14 days before the payment was due. Mind you NONE of the paper statements match the online amounts. I am just a single mom trying to keep her head above water which isn't always easy but when I am wrong I admit I am wrong. Yes i fell behind and couldn't catch up hence the reason the car got repossessed. Mind you I NEVER got any notices or phone calls about the car needing to be paid by a certain date or repossession would happen, I came out XXXX morning and the car was gone. I wasn't really sure if it had been taken or stolen to be honest. Please any help in this matter would be appreciated. I don't feel what they are doing is correct.

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