Consumer complaint received 2026-01-25 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:
My XXXX XXXX XXXX was included in a XXXX XXXXXXXX bankruptcy that was filed in late XXXX of XXXX, which was filed by my fianc. Under court orders, payments were no longer made directly to XXXX, and instead, payments were made to the trustee from XXXX to XX/XX/XXXX, of which {$390.00} was disbursed to Kia Motors Finance. Prior to the bankruptcy, the only missed payment was in XXXX of XXXX, as was reported to the credit bureaus and as noted in my XXXX XXXX account. 

Ultimately, in XX/XX/XXXX, the XXXX dismissed the bankruptcy. I waited for correspondence from Kia acknowledging that payments were scheduled to be reinstated. This correspondence never came. I called Kia Motors Finance in early XX/XX/XXXX to ask what the next steps were to avoid any late payments leading to delinquency or my car being repossessed, as I was concerned they had not alerted me to any payments due. They stated that they had received information regarding the bankruptcy dismissal, but had not updated my account. I was then informed that I would need to make a payment of {$3700.00} to bring my car current and avoid a " charge off '' status. I was not provided with any correspondence or evidence of a written agreement, but in good faith, I made the payment in XXXX installments. {$2900.00} was paid directly via phone on XX/XX/XXXX ( confirmation # XXXX ). The remaining balance of {$800.00} was then paid via phone on XX/XX/XXXX ( confirmation # XXXX ), both of which were agreed-upon due dates, and I was told my loan was current. 

On XX/XX/XXXX, I received an alert from XXXX XXXX that my Kia Motors Finance account had been closed on XX/XX/XXXX. In a panic, I called Kia immediately. This is where things become confusing and seemingly unethical. I was first told that yes, my account was closed. When I asked why, I was transferred to another person who told me the account was not closed but was charged-off. Again, I questioned why, and I was told that my payment had been XXXX days late in XXXX and that they had sent me a letter in XX/XX/XXXX. I never received such a letter as the car was in bankruptcy and under bankruptcy protection. I asked why my account had been reported as closed, and the only answer I was given was that " they report it every XXXX days. '' After speaking to them for a while, I was told there was nothing I could do and that I would have to just continue making my monthly payments of {$440.00}, but that my car may be repossessed at any moment, and I would be left without a car and be responsible for the remainder of the loan. They stated that no such agreement to bring the car current had been made. I immediately filed a dispute with the credit bureaus. 

The next day, I attempted to trade my car in as I no longer wanted to do business with Kia. I was told by XXXX that I am unable to, as Kia had put a lien on my car and would not provide the sales representative with any information on the loan or a payout amount. It was also confirmed that they had reported the loan as closed. I was not informed that a lien was being placed on my car. I also no longer have access to my online account with Kia in order to access any statements or to view the remaining balance on my loan. 

Displeased and frustrated with this response and lack of knowledge on behalf of Kia 's representatives, I called again this past Tuesday, XX/XX/XXXX, in an attempt to receive more information. Once again, I was met with representatives who did not have an answer, but reassured me that my account was active, and argued that it had not been reported as closed. This is false. They stated that they are legally unable to remove the charge-off status, but were unable to provide me with the dates when the car payment was not made. When I asked if bankruptcy protections did not matter during the time it was under bankruptcy, they said that they did not due to it being dismissed, but when I asked why I had not received correspondence, I was told it was due to bankruptcy protections. Yet another contradiction by Kia representatives who never seem to know what they are speaking of. I was told I could receive all of this information online if I logged into my account. I told them that they took that privilege away without warning and requested that all previous statements and a payoff amount be sent to my email. This was " approved '' by a supervisor. I have yet to receive any correspondence. 

Yesterday, XX/XX/XXXX, I called once again to make a payment, as I am no longer able to do so online. They are charging me an extra fee to make payments over the phone, even though they are not giving me any choice. My car is still in charge-off status, and it is still reported as a closed loan on my credit report. Once again, the representative did not have any answers for me. 

Despite the loan being current, Kia has refused to correct the loans status, they refuse to reinstate it, they refuse to explain why the car was charged-off despite being paid off in the agreed-upon time frame, and have offered me no means to reconcile this other than paying the loans balance in its entirety, but they then say that it could still be repossessed even after the fact. 

I have been left with no other option than to begin the search for an attorney who will be better able to assist in this matter.

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