Consumer complaint received 2021-04-07 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Incorrect information on your report — Account information incorrect
Company: HYUNDAI CAPITAL AMERICA
State: IL

Complaint narrative:
I am a cosigner on a vehicle lease with my daughter through Kia Motor Finance. On XX/XX/XXXX the vehicle was deemed a total loss. Our insurance company issued 2 checks, the 1st check was in the amount of {$8900.00} on XX/XX/XXXX and the 2nd check in the amount of {$4900.00} on XX/XX/XXXX for a total of {$13000.00}. I called Kia Motor Finance at XXXX XXXX XXXX on XX/XX/XXXX to confirm receipt of payment and was told by the rep at that time they received both checks and the loan was paid to a XXXX  balance. I continued to monitor my credit report and was waiting for Kia Motor Finance to reflect the changes, by XX/XX/XXXX I realized they were still reporting an open active account with a balance owing of {$2600.00}. I called Kia Motor Finance at XXXX XXXX XXXX on XX/XX/XXXX and spoke to XXXX who explained to me that the loan was still showing open and active but confirmed they received payment from XXXX so he was not exactly sure as to why this was not closed out. He mentioned that an email had not been sent to the lease buy out team to close out this account. I asked if he can please follow up on this and send the " email '' with whatever information they needed. He assured me that he would. I asked if he can call me back to confirm once this is resolved and I was told that they do not make outbound calls and that I would have to follow up within 3-5 business days. I called again on XX/XX/XXXX and spoke to XXXX at XXXX XXXX XXXX he confirmed the same as the previous rep, that the full amount was received by the insurance company but the loan was still active and it has not been closed out. I asked if the email was sent to the lease buy out team as stated by the previous rep that needed to be done. He was not sure and said he was not able to give me any further information, at that point I asked for a Supervisor. I was then transferred to XXXX, she informed me that she was the Supervisor and that she would look into this matter for me and would send another follow up email to the lease buy out team and would make an exception to their " no call back '' rule and contact me by the following Tuesday XX/XX/XXXX with an update. I never received a call back from XXXX. I called again on XX/XX/XXXX at XXXX XXXX XXXX and spoke to XXXX XXXX, he informed me the same as the 3 previous reps, still showing active and has not been closed out. He was confused as to why this was not closed out and also confirmed payment received from the insurance company, said he would follow up with the buy out team and asked me to call back in 3-5 days. I asked if someone can please call this department or if I can speak to them directly. He said they only communicate via email and he was not able to call me back either I would have to follow up with them again in 3-5 days. I called again on XX/XX/XXXX at XXXX XXXX XXXX and spoke to XXXX he advised me that the loan was still showing active and that they were waiting for information from the dealership with the ground date and end of term bill. I told him this was the 1st I was hearing this and that we needed to get the dealership on the line ASAP to get this resolved. He then put me on hold and came back to say that was incorrect information and that he was not sure as to why the loan was not closed out and that was all he can tell me at this time. He then told me that there was a balance owed on the account in the amount of {$310.00} and a payment due on XX/XX/XXXX for {$150.00}. I told him that was the 1st I'm hearing of a balance owing and payment due, something is not right and that I keep getting conflicting information with no resolution. I explained that I have not received anything from Kia Motor Finance in regards to a balance or a payment due. I asked if there was anything that can be done to escalate this matter as I need this information to be corrected and updated on my credit report immediately. He said unfortunately not that I can speak to his Supervisor but they will tell me the same. At that time I asked for a break down of payments they received from the insurance company ; he advised a payment of {$7500.00} was received XX/XX/XXXX and {$4900.00} on XX/XX/XXXX ( which are incorrect amounts ). I asked for a account history to be emailed to me, he said he would submit a request and that I should receive it within 3-5 business days. I expressed my frustration in this matter and that I will have no other choice but to submit a formal complaint he said that was fine. I also asked for their Corporate contact information he gave me Kia Motor Finance Corp XXXX XXXX XXXX XXXX XXXX Ca XXXX, fax # XXXX XXXX XXXX and gave the Presidents name of XXXX XXXX.

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