Consumer complaint received 2025-07-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: HYUNDAI CAPITAL AMERICA
State: OH

Complaint narrative:
Manual payment was made on-line to Kia Motors Finance XXXX XXXX ) for {$1000.00} ( completed through ACH to my bank on XX/XX/XXXX/XXXX  ). The payment brought my account current for the latest statement and was prior to the statement due date. 

At the end of the on-line process for submitting the manual payment, the XXXX site " asked '' if I wanted to set-up Auto Pay. I took this to mean that there was no automatic payment set on my account - that I was done with the current billing period. 

This morning, XX/XX/XXXX/XXXX, a debit of {$1200.00} was made on my bank account by " XXXX XXXX' - the transaction is still pending status with my bank account. 

This additional and completely unexpected auto-payment initiated by XXXX has drawn my account negative. I will incur overdraft charges. I will be unable to make other required payments to other creditors in the upcoming several days and will incur overdraft fees and possibly overlimit fees. 

On contacting XXXX billing and providing them with all the above information to call center representatives and supervisors on two separate calls today, I was offered the following possible remediations : 1st call ( approx. XXXX ET XX/XX/XXXX ) : Initiate a refund process that will take 15 calendar days or apply the additional payment of {$1200.00} toward my XXXX payment. I was assured by both representative and supervisor that there were absolutely no other options available and that there was no opportunity for expediting the refund process. I was also informed that because of the early hour, there were no other more-senior staff members ( " Manager '' ) in-office yet to request further escalation with.

2nd call ( approx. XXXX ET XX/XX/XXXX ) : Initiate a refund process that will take 15 calendar days or apply the additional payment of {$1200.00} toward my XXXX payment. I was assured by both representative and supervisor that there were absolutely no other options available and that there was no opportunity for expediting the refund process. After pleading with the manager for help to address my immediate financial XXXX caused by the unexpected auto-pay, I was told that there was a slightly quicker process that could be requested ( 6 business days ) that would require my fax submittal of banking statements showing that this payment overdrafted my account. Another option that the supervisor ( XXXX ) offered was to escalate to the " Care Team. '' I would additionally like to note, early into my 2nd call to XXXX  ( this afternoon ), I was informed by the call center representative that " Auto-Pay '' on my XXXX  account had been disabled today ( XX/XX/XXXX ). Based on the timing, I can only assume that change was made as a result of my 1st call this morning. The thing is, I do not believe that I'd authorized any changes to my account during that call because I fully intended to make the second call in order that I could continuing my attempts to escalate the case. Of note, the supervisor I spoke with in the 2nd call explained that " Mangers '' do not accept phone calls- contrary to the explanation/reason given by the supervisor on my 1st call!!!

I have not initiated any refund and have opted to have the case forwarded to the " Care Team. '' I'm told that it may take 2-3 business days for them to contact me. 

The basis of my complaint against XXXX is three-fold : a ) The systems utilized by XXXX for on-line payment ( whether owned or administered directly by XXXX  or vendors of XXXX  ) did mislead me into believing that I was not enrolled in any automatic payment being made by debit from my bank account, when it now is evident that I was. 
b ) Contradictory information regarding refund and escalation options provided between similar roles within XXXX  - indicating to me there are practices of deception for the purposes of mitigating impact to XXXX in practice that are exercised at the expense and detriment of their customers. 
c ) That in such a mishap, misunderstanding or seeming misapplication of technology between XXXX and the customer, the existence or even the possibility of an expedited resolution is denied by XXXX and that the customer will have to bear the brunt of the fiscal damage without exception. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX - XXXX XXXX XXXX  OH XXXX ( XXXX ) XXXX XXXX Account and Vehicle References for XXXX  : Account Number : XXXX XXXX XXXX XXXX XXXX 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