Consumer complaint received 2022-11-28 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: HYUNDAI CAPITAL AMERICA
State: NY

Complaint narrative:
My father and I have had terrible difficulty getting title for my fathers car after he exercised the buyout option on his lease with XXXX in XX/XX/XXXX, and made the required payments to do so, and became the owner of the vehicle. Neither he nor I have ever received title to the vehicle ; it has been XXXX months. 

Subsequent to the lease buyout in XX/XX/XXXX, my father XXXX XXXX, died on XX/XX/XXXX at age XXXX ( I provided all the documentation XXXX requested to XXXX regarding his death ). 

Can you help me finally get title? The process with XXXX has been incredibly frustrating and time consuming. And nothing ever happens, XXXX doesn't do anything. 

A chronicle of certain events is below : XXXX. My father made all the required payments to buyout his lease on XX/XX/XXXX ; notwithstanding the payments being made, XXXX continued to send notices to my father telling him to return his car to XXXX XXXX. XXXX said they would send title to my father at his home XXXX XXXX, XXXX XXXX MI XXXX but never did ; subsequently, in XX/XX/XXXX, XXXX has said that they had an incorrect zip code which is why my father never received title 3. I called XXXX many times with my father prior to my fathers death ( he designated me as his representative with XXXX on the phone ) ; XXXX was never able to tell us where title was ; they always said XXXX put a note in the file and we should call back ; every time we called back we would repeat the same exercise 4. My father died on XX/XX/XXXX XXXX. In XX/XX/XXXX a XXXX representative told me to send documentation to the XXXX title department ; I provided that documentation ; I didnt receive any response to that letter ; when I called XXXX XXXX connected me to XXXX XXXX Accounts XXXX. On XX/XX/XXXX Deceased Accounts sent me a secure email to XXXX asking for additional documentation to be provided to XXXX vis fax ; on XX/XX/XXXX I faxed the required documentation to XXXX Deceased Accounts ; I did not receive any response XXXX. On XX/XX/XXXX I spoke with XXXX XXXX XXXX XXXX ; she told me XXXX had the incorrect zip code in XX/XX/XXXX ; XXXX told me she requested a duplicate title be sent to me XXXX. On XX/XX/XXXX I spoke to another XXXX special agent ; he told me that XXXX mailed title on XX/XX/XXXX vis XXXX XXXX number XXXX ; title was sent to XXXX XXXX XXXX XXXX NY XXXX ( this is the correct/new address ) ; the XXXX system says the mail wasnt delivered ( was last tracked in XXXX XXXX NY XXXX and I never received title ( this was odd because XXXX XXXX XXXX XXXX was not aware of this when I spoke with her on XX/XX/XXXX ) XXXX. On XX/XX/XXXX I spoke to a XXXX special agent who told me to call back in the future ; when I expressed frustration, and to talk to his supervisor, he hung up on me XXXX. I have subsequently called XXXX several times ; however, now nobody at XXXX seems to know anything and they tell me to call back later. I'm lost on what to do. 

XXXX worried there is some form of fraud going on. The XXXX agents tell me they are not allowed to call me back. It is frustrating for me to call because I always have to call and enter account numbers, birth dates and other information ( which takes 5-10 minutes ). Then, the XXXX agents I speak with dont have the relevant information available to them and XXXX able to communicate with other XXXX XXXX ( e.g., Title Dept and Special Accounts ). Nobody knows what is going on or what to do. I have sent XXXX letters to XXXX by certified mail. I have sent a fax. I have called numerous times. It has been XXXX months. 

Can you fix my problems and get title sent to me? 

Thank you for your attention to this matter. You can reach me on XXXX or via email at XXXX. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, NY 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