Consumer complaint received 2024-06-28 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: OH

Complaint narrative:
The auto loan on my XXXX XXXX XXXX has been paid in full on XX/XX/XXXX. I am trying to sell my vehicle to XXXX. Got an offer from them to buy my vehicle. I thought I misplaced the title so I went into XXXX XXXX XXXX and requested a duplicate title. They advised me that Kia motor finance company still holds the lien. I called Kia Motor Finance ( KMF ) XXXX customer service on XX/XX/XXXX, requested the lien to be released. They advised it'll take 10 days and they will mail it. I requested it to be expedited due to the buy offer will expire. They said it can be done in 5 days. I requested my address to be updated from the old on file was XXXX XXXX XXXX XXXX OH to the current one XXXX XXXX XXXX  XXXX OH XXXX. They said it was updated. I requested it to be faxed to XXXX XXXX XXXX and gave their fax number XXXX. Customer service said the request was sent to the Lien Release Department. Then I waited. I kept calling XXXX XXXX XXXX to see if it was faxed and waited for the title to arrive in the mail. Nothing happened. Then I called KMF multiple times and spoke with supervisors on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I didn't take down their names. On the last call I learned that they did not update my mailing address as my deceased husband was the primary on the loan. No one mentioned that they can't do it, they confirmed multiple times that it was updated. This resulted in allegedly them mailing the title to my old address on XX/XX/XXXX and XX/XX/XXXX. I know the owner of my old house and he never received anything from KMF in the mail. I also learned on the last call that KMF does not allow Notarized documents, such as the lien release on the Title to be faxed. No one I spoke with mentioned that before, just kept promising that they requested the Lien Release Department to fax it to XXXX XXXX XXXX. Then they say they don't have a fax machine, nor XXXX and can not send secure emails despite me giving them my consent to do it. For all this my twice extended buy offer expired with XXXX. I asked KMF to XXXX  it to my correct ( finally updated if I can believe them ) mailing address but they can't do it unless I give them my XXXX  account number and I pocket he cost. I thing their Customer Service Representatives and Supervisors were giving me misleading and incorrect information. I can not see a large company with no ability to fax, XXXX or secure email a document or pocket the cost of XXXX  to make their lack of lien release from XXXX right. I am losing out on my offer and the next offer from XXXX is XXXX Dollars less due to the delay in obtaining the title / lien release. I also need to renew the tags now that I was not able to sell it within XXXX that is my birth month and like to get compensated for the XXXX tags renewal fee. I am requesting to be compensated for my loss. I am also requesting KMFs procedures to be verified as I feel like I got conflicting information.

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