Consumer complaint received 2024-10-23 00:00:00
Product: Vehicle loan or lease — Lease
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: NY

Complaint narrative:
On XX/XX/XXXX i paid {$28000.00} to buy my car a XXXX Genesis XXXX off of my lease. I never received the title for the car. When I went to trade in the car, i realized neither my wife or I had received the title to the car. 

When I first contacted Genesis Finance on XX/XX/XXXX they advised they had emailed me to go to the XXXX DMV and they had sent the title there. I confirmed my email address and searched for an email which did not exist in my inbox, deleted items or junk folders for the email address on file. 

When i called back they then told me they mailed the title to my on record address. Said title was never received and they denied the original statement above when I asked about why they sent me an email. 

They then advised they would send me a release of lien which they advised would allow me to go to the NY DMV to fix the title to trade in my car. This was on XX/XX/XXXX. They advised it could take up to 3 days as it would be notarized and faxed. The following week I called in as I did not receive a fax from them and it sent to my office fax server which i have never had a problem that i am aware of recieving a fax. They confirmed it has been sent. 

I asked them to send it again and gave them 3 fax numbers and asked them to mail me a copy too. I followed up a couple of days later and they told me it had been faxed and mailed. I asked for a manager whe then told them their fax was broken. He large consumer finance company with a broken fax and then lying about it originally. 

I received the release in the mail but was unfortunately out of town the following week. Upon my return i went to the NY DMV who then told me i had to have the title with me which had to be original. I was able to order the title online and it was sent to Hyundai Lease Titling Trust in XXXX, GA as that is the address on the title. 

I called Genesis again to track the title. I gave them the tracking number and was told my issue had been escalated and i would receive a call back within 5 days. I have repeatedly been told they would follow up with no success. I spoke to them on XX/XX/XXXX about this and was told i would have a call back by Monday XX/XX/XXXX. I gave them until today XX/XX/XXXX to call and they had not. i called today and they advised that a query was finally sent this week looking for my title but it has not been located. They would not respond to my question of why i did not get a call back as promised after 5 days. They advised they are still searching for the title and would not assist beyond that. 

I find the lack of help in resolving their error of originally sending me the title back in XX/XX/XXXX and now 45 days after calling them to resolve me getting the title to be criminal. I held up my end of the contract and made timely monthly payments ending withe a lease buy out and they have not fulfilled their contractual requirement of providing me with proof of ownership via a clean title in over XXXX years since and now another 45 days when they were made aware of the situation. I have spent hours contacting them with no avail, no help and certainly treated as this is no priority. 

I find their actions to be criminal in nature. The car is worth $ XXXX and is sitting on at a local car dealer waiting for them to have me sign title to them so they can then sell it. This has gone of for longer than 45 days with no resolution, no help from their worthless customer service department and to date only broken promises on their part.

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