Consumer complaint received 2025-12-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: HYUNDAI CAPITAL AMERICA
State: CA

Complaint narrative:
* * To : * * Consumer Financial Protection Bureau ( CFPB ) * * Subject : * * Complaint Against XXXX XXXX XXXX XXXX Denial of Account Access and Lack of Disclosure * * Consumer : * * XXXX XXXX XXXX XXXX * * Company : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Account No. XXXX XXXX  reference to Loan : XXXX -- - I am submitting this complaint regarding XXXX XXXX XXXX XXXX continued denial of my access to my auto loan account and its failure to provide clear, accurate, and transparent information regarding my loan balance and payoff status following my bankruptcy filing. 

I filed for bankruptcy in * * XX/XX/XXXX * *. XXXX XXXX XXXX XXXX explicitly informed me that my online account access was restricted

* * because of the bankruptcy filing * *. Since that time, XXXX XXXX XXXX XXXX has * * completely restricted my access * * to my online account. I have been unable to view balances, payment history, payoff information, or any account details. Beginning in * * XXXX and XXXX * *, I contacted XXXX XXXX XXXX XXXX multiple times requesting that my account access be reinstated so I could monitor my loan, confirm balances, and understand the status of my obligation. Each request was denied with vague and inconsistent explanations, none of which clearly justify why I am being prevented from accessing my own account information. 

During these communications, I specifically asked when the loan would be completed or paid off, as I could not see the account. I was informed that the loan would be completed in * * XX/XX/XXXX * *. However, when I'm making the pa

yment online, the * * balance shown is significantly higher than what should remain * * if that payoff timeframe were accurate. Because I can not access my account, I have no way to verify how this balance was calculated or whether fees, interest, or charges are being improperly applied. 
XXXX XXXX XXXX XXXX  actions have left me unable to : * Review my account balance or payment history * Verify the accuracy of the amount allegedly owed * Confirm payoff terms or remaining loan duration * Monitor for errors, improper charges, or violations related to my bankruptcy This lack of transparency is unreasonable and unfair. While I understand that a bankruptcy filing may affect servicing or communications, it * * does not justify denying a consumer access to their own account information * *, especially when the account remains active and a balance is still being displayed. Bankruptcy does not eliminate my right to * * full disclosure and access to my own financial account information * *, particularly when the account remains active and payments are still expected or reflected. I am requesting that XXXX XXXX XXXX XXXX be required to : 1. * * Immediately restore full access * * to my account ( online or otherwise ) 2. * * Provide complete and accurate disclosure * * of my loan balance, payment history, interest, fees, and payoff calculation 3. * * Explain in writing * * why access was denied and under what authority 4. * * Correct any inaccuracies * * in the balance if errors are identified I am filing this complaint to obtain transparency, accountability, and fair treatment. I simply want to see my account and understand exactly what is happening with my loan. 

Thank you for your assistance in reviewing this matter. 

Respectfully, * * 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