Consumer complaint received 2025-09-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: HYUNDAI CAPITAL AMERICA
State: NC

Complaint narrative:
I am writing to formally file a complaint regarding the mishandling of my vehicle title following the payoff of my loan. 

On XX/XX/scrub> 2025, I accessed my online account to update my mailing address and made my final payment. The following day, XX/XX/XXXX, I called XXXX XXXX XXXX to confirm both the payoff and the address change. The representative verified that my vehicle was paid off in full and confirmed my new address. I also received an automated email confirming the address update. The agent assured me that my title would arrive by mail within XXXX business days. 

However, on XX/XX/XXXX, I called customer service to check the status of my title and was informed it had been mailed on XX/XX/XXXX to my old address. 

I immediately flagged this as incorrect. The agent confirmed my new address was on file but could not explain why the title department sent it to the wrong location. I requested escalation, and the agent acknowledged the error, stating that nothing could be done. I was given XXXX options : XXXX. Visit the XXXX to retrieve the title. 
XXXX. Request a new one by mail, which would take XXXX business days. 

I expressed that visiting the XXXX was not acceptable, as this error was not mine. The agent then escalated the issue and promised the title would be resent via XXXX, expedited to arrive in XXXX business days. I was told I would receive a callback on XX/XX/XXXX with tracking details. That call never came. 

When I called back on XX/XX/XXXX, the agent stated the title had been shipped that day via standard mail, with no tracking available. I requested a manager and spoke with XXXX ( ID # XXXX ). She confirmed the title was released and a letter was mailed, which I would need to take to the XXXX and pay for a duplicate title. 

This directly contradicted what I was promised on XX/XX/XXXX. XXXX insisted this was protocol and denied any wrongdoing. She claimed the title was sent to my billing address, not my mailing address. I explained that billing and mailing addresses serve different purposes, and titles are typically sent to the mailing address unless otherwise requested. XXXX refused to escalate further, only relenting after repeated requests and stating someone from customer care would contact me within XXXX business days. 

Throughout this interaction, XXXX showed no empathy, offered no apology, and attempted to justify the error by blaming the billing address. My profile was updated before the title was released, and all agents confirmed my correct mailing address. Yet no one could explain why the title department ignored this and sent it elsewhere. 

I am extremely frustrated and disappointed. I paid off a {$30000.00} vehicle and should not be responsible for additional fees or delays caused by XXXX XXXX XXXX error. I will not pay the XXXX for a duplicate title, nor will I accept the inconvenience of scheduling and attending a XXXX appointment for something that is rightfully mine.

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