Consumer complaint received 2022-08-05 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: HYUNDAI CAPITAL AMERICA
State: CA

Complaint narrative:
First : I never received a final bill from either XXXX or KIA Motors Finance regarding the charges on the account. I was never properly notified of this debt, and my credit was severely impacted as a result. The following are the issues that I have been facing with the XXXX company : I previously was able to pay my monthly payments online on the Pay XXXX XXXX website. On XX/XX/XXXX, I logged in to the portal and noticed that I could not pay my balance. The section of the portal that states the balance was blank. I thought that this was odd because I did not receive any letters, emails, or calls regarding the account. So, on XX/XX/XXXX, I called XXXX to discuss the account and whether it had been inactivated. The person that I spoke with stated that my account was still active and that it had been grandfathered in to their new system. That persons supervisor assisted me with getting access to their new system. The new system ( on a completely different website named XXXX Now ) stated that I owed over {$10000.00} on my account, which was over double the actual amount that I owe. Unfortunately, the call ended before I could discuss this with the supervisor. 

On XX/XX/XXXX, I called XXXX again to dispute the amount that was stated on the account, but I was unable to speak to anyone. I also noticed during that call that I was unable to pay using the automated system because it stated that my account had not been authenticated yet. I left a message for XXXX to return my call. 

On XX/XX/XXXX, I missed a call from XXXX because the call only rang once before ending. No voicemail was left. This is odd because XXXX typically leaves a voicemail and they are aware that they can leave a message. 

On XX/XX/XXXX, I received a call from XXXX of the representatives named XXXX XXXX. We spoke for a couple of seconds before the call disconnected. I called her back immediately, but I was informed that she went to lunch. The man that I spoke with offered to help, so I informed him of the situation. He proceeds to tell me that I have a new account number. He also informs me that theres a third web portal where Im supposed to be paying. I inquire as to why I was not notified about this, and he stated that he wasnt sure. I log on to the portal with the new account number, and notice that the total amount that I owe has once again increased to over {$12000.00}. I bring this to the mans attention as this is now XXXX times what I owe, but he is unsure of the reason for the discrepancy. I notify the man that I will try to pay my balance using the new number and the automated phone system because I do not feel comfortable disclosing my bank account information to such a shady company. Even with the new account number, I receive the same message that states that my account can not be authenticated. I speak with a representative who states that she will have XXXX give me a call back once she returns from lunch, but I never receive a call from her. I go online to try to pay on the new portal, and I notice that there are XXXX different accounts all under my name and that XXXX of the accounts are for a XXXX XXXX Account. The third account is for XXXX XXXX. All three of these accounts are incorrect because my car was financed through KIA Motors Finance. At this point, I do not feel comfortable paying into any of the accounts because I can not guarantee that anything is legitimate, especially considering I never received a final bill from KIA Motors Finance. 

After that, I tried calling to speak with XXXX XXXX multiple times, but was never able to get in contact with her until XX/XX/XXXX. She transferred me to her manager, XXXX XXXX. I point out all of the discrepancies that I have been having with my account, but nothing is resolved. Instead, she continues to insist that I pay over the phone or mail in my payment. I also discussed with her the fact that the system doesnt allow me to make a payment in the amount that I typically pay. She is unsure of the reason why and says that she will have her supervisor look into it. To this date, no changes have been made to my account.

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