Consumer complaint received 2024-12-09 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: HYUNDAI CAPITAL AMERICA
State: NY

Complaint narrative:
Facts : - At the end of the lease for my XXXX XXXX XXXX in XX/XX/XXXX, I visited my closest dealership to review the most current models. A sales manager at that Hyundai dealer convinced me to purchase a new XXXX XXXX XXXX without using Hyundai Capital financing but assured me that I would still receive certain benefits as though I had. Most important was offsetting the " turn-in '' & other excess damage fees. 

- When I received the new car, a very eager junior salesperson failed to collect the XXXX key fob ; and subsequently requested that I return the next week to deliver it. 

- When I did return the key, the dealership originally claimed it was too late because the vehicle had already been " grounded. '' - I subsequently received a lease close-out invoice in the amount of {$970.00}, which included the cost of the key fob plus a turn-in fee & charges for excess mileage. 

- I vociferously disputed the invoice with the dealership & Hyundai Capital, and after more than 2 months of my regularly calling and requesting follow-up, Hyundai agreed to correct the invoice and remove the charge for the key fob. 

- I immediately asked for a copy of the corrected invoice and was initially refused. I plainly asked, " How do you expect me to pay a bill I have not seen? '' and the agent terminated the call. This was on or about XX/XX/XXXX. 

- When I called again on or about XX/XX/XXXX, an agent promised that I would receive a corrected invoice at my mailing address within XXXX business days. This did not happen. 

- I then called again on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ( which was fraudulently logged on XX/XX/XXXX ), XX/XX/XXXX ( an actual call ), and XX/XX/XXXX. 

- Each time I was informed by an XXXX employee that I would receive a corrected invoice via email or regular mail. No corrected invoice has ever been delivered. 

- Each time after XX/XX/XXXX, I was told that a " Supervisor '' would call me within XXXX business hours. It has been more than XXXX business days, and I have never received any return call from a Supervisor. On the contrary, I have learned that fraudulent calls that never occurred have been noted on my account. 

- I have never received via email or XXXX postal service a written explanation of the correct final payment due on this lease. 

- Ignoring this critical and legally required information, Hyundai Capital has delivered knowingly false information regarding my payment status to several national credit rating agencies. 

- After stating the above facts in an email I finally received a call from a Supervisor on XX/XX/XXXX, who finally ordered a correct invoice, which Hyundai Capital back-dated to XX/XX/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