Consumer complaint received 2021-03-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: HYUNDAI CAPITAL AMERICA
State: FL

Complaint narrative:
( I apologize for the format of this statement. The dates/times will be paraphrased. The paraphrased remarks will then be elaborated on in a paragraph below. 

XX/XX/XXXX - received letters from Kia financial regarding outstanding balance that needed to be paid before repossession. Also received a separate repossession letter. Contacted by Kia - set up a payment arrangement to pay and continue to keep my vehicle. 

I received a letter from Kia finance stating that I needed to contact them as soon as possible regarding my XXXX XXXX XXXX or suffer repossession due to my balance being almost $ 1400+. At which point I received a phone call from Tennessee or Kentucky from a representative from Kia financial. Of course I verified the rep was with Kia, and proceeded to talk to her regarding the letter that was sent. We set up a payment arrangement and I was able to get back on track with my payments. 

XX/XX/XXXX XXXX car was repossessed, contacted Kia . 

I walked outside to realize that my car was missing. After speaking with my local sheriff 's department, I was told that the car had been repossessed so I immediately contacted Kia to ask the reason why. A representative from Kia was told they couldn't do anything to help me at that time. I stated I had not received one phone call, one message, or any kind of mail regarding anything regarding my loan. 

XX/XX/XXXX XXXX called into Kia , made payments of {$1.00}, XXXX. Also paid an additional {$650.00} to obtain vehicle. 

I called into Kia to make a payment for what I owed of $ 900+ to get my vehicle back. The representative informed me that there would be an additional {$580.00} to be able to obtain my vehicle. I also had to pay the following fees : {$250.00} - deducted from work $ {$100.00} - new tire ( tire was flat/damaged ) {$280.00} - repo company separate fee {$37.00} - XXXX driver fee In total it was over {$2000.00} that I had to pay in order to get my vehicle back. 


XX/XX/XXXX - received letter from Kia regarding sale of my car. Called Kia to claim a grievements and solution. 

On XX/XX/XXXX I received a letter in the mail from Kia, that was dated for XX/XX/XXXX, stating Kia was selling my vehicle on XX/XX/XXXX. I contacted customer support to ask why I was not notified by voicemail, email, regular mail, or a phone call before my car was in danger of repossession. I asked Kia to look in the notes to see that in the past I had owed almost double that amount and yet we were still able to communicate together and work on a solution. The Kia rep said there had been 18 calls to my cellular phone and no vmails left and no letters mailed out to me. I mentioned in the past we had issues due to XXXX and are still experiencing now so we were able to work out an arrangement. The Kia rep tried to offer their condolences, then informed me if I wanted to I could go to the auction and purchase my car myself. I informed the rep, I had possession of the car before the letter for sale was even sent out. I informed the Kia rep that it's going to be impossible for me to make my payments for XXXX or XXXX due to the fact of my account being {$2000.00} less. I offered a solution applying a credit to my account for the funds that they had already collected plus additional fees due to their negligence and apply it towards my account. The Kia rep advised me that it is something that can be credited to my account, although, I would need to write a grievance letter and mail it to their home office. 

XX/XX/XXXX XXXXmailed a certified letter to Kia 's home office. 

I went to the local post office and mailed a certified letter describing all accounts, expenses, and events that had occurred. Also in the letter I described the solution of applying a credit to my account due to negligence. 

XX/XX/XXXX XXXX-letter arrived at Kia 's address. Chatted online with rep to confirm I used the USPS website to track my certified letter and discovered that it arrived on XX/XX/XXXX. At first I did call their customer service department and after waiting on hold for an hour I was disconnected. So I then decided to use their chat function through my Kia financial web portal to confirm my letter was received. I was told it would be a few business days, the Kia representative was unsure of the exact time for my letter to be logged into their system. I was told to wait for a phone call. 

XX/XX/XXXX - I contacted Kia financial because I had not heard from them. I was told that they did not receive my certified letter. I informed them that I had a receipt showing the tracking number for said letter and also had confirmed on usps 's website delivery. I was then told to fax in a letter to them so that they could log it on my account. I then proceeded to send three separate faxes all were confirmed all said that they had arrived to Kia financial. I then called back and asked them if they could confirm that they received my fax and was told that I needed to wait a few business days. 

XX/XX/XXXX - XX/XX/XXXX - I called in day after day to see if fax was received. no fax was on my file. Resent fax again and again. 

( Self explanatory ) XX/XX/XXXX - Present - Since XX/XX/XXXX I was told that the fax was logged into my account, only one fax was received on XX/XX/XXXX. I asked the Kia rep from if they could address the issue of my letter. I was told that they could not view the letter from their collections department but that someone would get back to me within 48 to 72 hours. After 72 plus hours go by without receiving a call from Kia, I decided to call them and again I was told the exact same explanation. Kia financials behavior with their collections and customer service department seem to be the same for several weeks. Every other day or couple of days I would call Kia and ask them about a solution to my letter. Each time I was advised to please wait and be patient, somebody will get back to you, or they can't view the letter so we need to transfer you to another department in which I was hung up on. Finally last week I was transferred from their collections department to their customer support department where they could view the letter. The representative in the customer service department said that there's nothing they could do on my account but they could see the letter and understand the grievance that I was trying to convey. Only solution was in collections, so I was transferred back to collections to help solve the problem at which point collections informed me that they still can't see the letter so there's nothing that they can do. Each time I called the only response I got was could another payment be made on my account and they'll get someone to review my letter. Each time I had to explain the whole situation from XXXX to present day every single time I called. Last week I was forced to commit to making a payment date arrangement. I inform the Kia representative that maybe Friday, XX/XX/XXXX, I might have something. The representative informed me that she will go ahead and make a payment arrangement for Friday the XXXX and that somebody will look into my letter and correspond back with me. I asked to speak to speak to a supervisor several times and was denied. I called in the next day hoping to get maybe a better representative to help address my issues. I was told that my payment arrangement for XX/XX/XXXX was the only thing on file. I informed the Kia rep that we had made a arrangement for Friday the XXXX, the day I was calling him and the representative said no that was not notated in the system. I told him how frustrating this was and I was going to contact someone of authority to help resolve this.

Company response to consumer: Closed with explanation