Consumer complaint received 2026-01-29 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Account reinstatement or redemption after repossession
Company: HYUNDAI CAPITAL AMERICA
State: TX

Complaint narrative:
I recently had my vehicle repossessed and was able to pay off balance. I explained to the supervisor the reason for late payments and that XXXX  wouldnt allow me to request deferments at the time. I let her know I was living in a hotel with my children and was unable to pay as needed. XXXX then proceeded to write notes on my account to stop me from speaking to supervisors and even communicated false information to hinder me from clearing up the information on my account and these conversations were recorded. They deliberately antagonized me and withheld information from me. I explained to them my hardship and asked if they could assist with tow fees since I had to pay {$1400.00} for my vehicle, which was cleared XX/XX/XXXX. I took full ownership and let them know that I was having financial difficulties, so the tow fees would be difficult to pay. XXXX then proceeded to say they didnt know anything about fees and how much they would be and to talk the tow company. Once my vehicle was cleared XX/XX/XXXX, the tow truck gave me no information until I made an appointment. Appointment was made XX/XX/XXXX, because other days were blocked off as either full or the business wasnt open those days, the balance was {$1300.00}. I let the supervisor know at XXXX it felt like I was being double charged and she stated to report it to XXXX  and it was not her concern nor could she do anything. After calling vendor, the vendor let me know that the tow truck did in fact seem to be overcharging, which is on recording, as well as the tow yard failed to communicate within 5 days of having my vehicle because of the vendor, which is against XXXX  XXXX policy. The vendor also stated that XXXX in fact was the one who gave the tow truck permission to charge me to the highest extent possible even after I tried to let XXXX know that I was having a financial difficulties. As of now my account is current but my vehicle is still at XXXX XXXX and the only explanation they given, even after i notified them of the illegal activities is my vehicle is racking up charges everyday. 

This is my first time having to go through a repossession company, and the third party companies XXXX has chosen has terrible reviews. I have not seen the vehicle since it was taken due to the failure of the companies illegally documenting false address for me and my whereabouts. My account is current and will remain as such as I do not want to go through this ever again. I am concerned for my vehicle as well due to the reviews of the companies actually damaging the vehicles and not taking responsibility for them. My vehicle is a XXXX XXXX and had minimal to no damage and a very good car for me. I am asking for assistance with the tow fees since they overcharged for daily fees and the car was paid off XX/XX/XXXX, but cleared XX/XX/XXXX, because of third party involvement. If charges can be covered by XXXX or reduced and added to my bill, that would be helpful. I really need my vehicle for work, school, doctors appointments, and household bills. If you can listen to conversations you will hear the deliberate disrespect from XXXX and employees, as well as the laughter and harassment towards me having not done anything but try to take care of of my bill and ask for assistance with tow fees, as well as communicate the third party illegal mishandling of the vehicle. I am not able to speak with any other supervisors or customer support staff as they have notated my account to appear as if I am contacting for nothing or they have already assisted me, which is false and misleading. They also would not allow me to file a grievance or complaint against them. Stating it was invalid to do so and they needed a valid reason, even after I gave them several. If you need any confirmation of this you can hear from the call center conversations, as well as I recorded after a specialist stated conversations were not recorded. If you can do anything to assist please let me know.

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