Consumer complaint received 2026-02-09 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Struggling to pay your loan — Denied request to lower payments
Company: HYUNDAI CAPITAL AMERICA
State: NY

Complaint narrative:
I am filing a formal complaint against Hyundai Motor Finance for misleading servicing conduct and deceptive communication related to a hardship deferment request on my auto lease account. 

I contacted Hyundai Motor Finance to request a one-time hardship payment deferment. During my conversation with their representative, I was informed that I could use the one-time deferment option and that the request would be processed. The representative apologized for the inconvenience, completed the required verbal disclosures, informed me of a {$25.00} fee, and stated that documentation would be emailed to me. 

At no time was I informed that I was ineligible, that a waiting-period requirement applied, or that the account allegedly needed to be open for 12 months before a deferment could be granted. I was also explicitly told I remained eligible to use my deferment even after a prior two-month government shutdown deferment.

Based on these statements, I reasonably relied on Hyundai Motor Finances representations and believed my payment was being handled through the deferment review process and would not be treated as late while pending. I was never told the request had been rejected due to prior deferment usage. 

Only after the payment became past due was I informed that the deferment would not be allowed due to undisclosed internal eligibility rules. When I requested written documentation of this policy, I was told, Its not written, you just have to believe us. I was repeatedly transferred between departments, placed on hold while representatives claimed they were obtaining a supervisor, and then disconnected. Multiple representatives told me documents would be sent confirming the deferment, yet no documentation was ever provided.

I am not disputing Hyundai Motor Finances ability to approve or deny a deferment. My complaint concerns the manner in which the accoun
t was serviced. I was affirmatively led to believe the deferment was being processed and was never instructed that payments must continue unless approval was granted or that a 12-month waiting period applied. Their actions caused me to rely on inaccurate information, resulting in delinquency exposure, fees, a
nd potential credit damage while I am currently on FMLA leave.

This conduct constitutes misleading servicing and a deceptive practice under federal consumer protection standards. Providing incomplete or inaccurate
information about payment obligations and eligibility conditions, while inducing reliance, violates fair servicing expectations and the disclosure principles of the Truth in Lending Act. The conduct also meets the definition of an unfair or deceptive act or practice ( UDAAP ) because it materially misled a consumer and caused financial harm. 

I request the following resolution : Removal of all late fees associated with this event Correction of any negative credit reporting related to this payment Account adjustment or courtesy extension restoring the account to the status it would have been in absent the misinformation Written explanation of the eligibility requirements relied upon and written documentation of Hyundais deferment policy Placement of my XX/XX/year> payment into deferment A written apology acknowledging the misleading servicing communication I possess a call recording documenting these statements and will provide it upon request. 

I attempted to resolve this directly with Hyundai Motor Finance but was not provided a clear explanation or remedy. Instead, I received inconsistent information, was told to trust verbal statements without documentation, and was disconnected while attempting escalation. 

I request CFPB review and corrective action. 

Thank you.

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