Consumer complaint received 2024-06-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: HYUNDAI CAPITAL AMERICA
State: IL

Complaint narrative:
Desired Settlement : Kia Finance accepts the closure of XXXX XXXXXXXX XXXX  claim, Allowing XXXX XXXX  to open a new claim and for Kia Finance to waive additional loan payments during this resolution period.

Greetings, I am writing to file a formal complaint against Kia Finance for their unprofessional and uncooperative behavior in handling the closure of a claim regarding my XXXX  Kia XXXX, which has been declared a total loss. Despite my numerous attempts to resolve the issue, Kia Finance has created obstacles and exhibited a lack of willingness to assist, leading to significant mental and financial hardship. 
The primary issue lies with Kia Finance 's insistence on having XXXX XXXX, who initially opened and then closed the denied claim, contact them to explicitly close the claim. Kia Finance 's refusal to close the claim has prevented XXXX XXXX XXXX from opening a new claim and paying off the loan. This has caused me undue financial stress as I am still required to make loan payments despite the ongoing situation. 
Since XX/XX/XXXX, I have diligently communicated with both companies, calling them daily in an attempt to find a resolution. Despite providing documentation from XXXX XXXX stating that the claim has been closed, Kia Finance persists in requiring explicit cancellation and closure instructions. This prolonged process has taken a toll on my mental health, causing anxiety and frustration due to the uncertainty and unresponsiveness of the companies involved.

Kia Finance 's customer service has been unresponsive and unhelpful throughout this process, placing the responsibility on me to facilitate communication between the two companies. Their lack of cooperation has only exacerbated the situation, leaving me in a state of limbo and causing further distress.

Given the circumstances and the adverse impact on my well-being, I am filing a complaint against Kia Finance with your regulatory department. I implore your assistance in holding Kia Finance accountable for their actions and resolving this matter expeditiously to mitigate the financial and emotional strain I have endured. 
Thank you for your prompt attention to this urgent matter. 

Kia Finance is not allowing XXXX XXXX XXXX to open a claim for my totaled XXXX  Kia XXXX. 
Kia Finance insists on having XXXX XXXX contact them to explicitly close the claim, despite XXXX already closing it on their end. 
Despite providing documentation from XXXX XXXX, Kia Finance refuses to accept it as valid without explicit closure instructions.

Kia Finance 's customer service has been unresponsive and unhelpful, putting the responsibility on me to resolve the issue. 
Kia Finance continues to require loan payments, even though the situation remains unresolved due to their lack of cooperation. 
XXXX XXXX is unresponsive in providing the claim closure request in the format required by Kia Finance.

Despite explaining to Kia Finance the unsuccessful attempts to have XXXX XXXX contact them, Kia Finance remains uncooperative.

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