Consumer complaint received 2025-09-27 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: CA

Complaint narrative:
XX/XX/year> XXXX ( who is deceased ) recieved email from Hyundai Motor Finance stating that the payoff was {$14000.00} if recieved by XX/XX/year> Between XX/XX/year> and XX/XX/year> I made a number of calls requesting a name change on the account. 

XX/XX/year> E mail from Hyundai stating that I needed to submit copy of death certificate, " legal documentation indicating the name of the executor of the estate ''. Asking what intended to do with the car. 

XX/XX/year> I emailed copy of death certificate and trust stating that my husband and I are both listed as grantors of the trust. 

XX/XX/year> I called Hyundai to follow up and explaned that we have joint trust. They stated that they need a copy of the trust. I also stated that I intend to sell the car. 

XX/XX/year> through XX/XX/year> A number of calls placed to Hyuindai asking for current payoff. I was told that I could not pay the car off as it was still in my husbands name. I was making the monthly payment from my account and they accepted those. 

XX/XX/year> Payoff sent {$14000.00} as payoff with a note that I am requesting pink slip with my name as I want to sell the car. 

XX/XX/year> Email sent that they have the money and that will be expecting the pink slip in the next few days. 

XX/XX/year> XXXX slip arrives with my husbands name on it. I call XXXX. The first person I spoke with stated that they can not change pink slip to my name. I request to speak with a supervisor. The supervisor explains that it can not be changed as the account was in his name. I explained that I sent the required documents And if I have to go to the XXXX myself to change the name they will also require a death certificate and receipt that I paid the car off. The surevisor states that she will put the request in but that she can not guarantee that that they will send to required documents. 

XXXX email sent Once again, your company has caused a major problem. If you look at the case #, you will see the history. But let me try again since none of the people I have spoken with seem to be able to get it. My husband died XX/XX/year>, so along with grieving I am taking care of the finances. I am not able to log into your site because they will not give me access. When I call, I have to use my husband 's social security number in order to get through. I had the money to pay the car off, but it was like pulling teeth to get the payoff amount. I was also told that I couldn't pay it off because the loan was in his name ( they did accept the monthly payments from my account ). I sent the death certificate and a copy of the trust as requested. Today I was told I needed to send a form requesting the change. Really! Not XXXX of the many people I have spoken with mentioned a " form '', I have told everyone that I want to sell the car. I did send the payoff, which was taken from my account the same day that you received it. I have not received any form of a receipt. Today, the pink slip arrived with his name on it. You know that I can not sell it if it's in his name! The supervisor that I spoke with today told me that they could not reissue the pink slip in my name " because it is his account '' even though I paid the car off. She did say that she would put in a request for a receipt that states that I paid the car off. { which I need to show the XXXX in order to change the pink slip myself } but that she could not guarantee that it would come with my name. When I asked why, she couldn't tell me. 
So where do we go from here? Am I stuck with the car my husband died in? Needless to say, I am at the end of my rope.

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