Consumer complaint received 2026-06-28 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: HYUNDAI CAPITAL AMERICA
State: TX

Complaint narrative:
Complaint Against Kia Finance America - Request for Investigation and Account Reconciliation I am requesting the Consumer Financial Protection Bureau 's assistance regarding my auto loan account with Kia Finance America. I believe my account contains accounting discrepancies, and despite repeated good-faith efforts to resolve this matter directly with Kia Finance America , I have been unable to obtain a complete explanation of how my remaining balance was calculated. I am requesting a thorough investigation and a complete accounting of my account. My XXXX XXXX XXXX was declared a total loss on XX/XX/XXXX. Following the total loss, my insurance company issued payment to Kia Finance America, a XXXX claim was initiated, and my Vehicle Service Contract was canceled so that any applicable refund could be applied toward my loan balance. Immediately after the total loss, I worked with the selling dealership to ensure that my Vehicle Service Contract cancellation was submitted before the XXXX claim was finalized. I was copied on the cancellation request that was submitted. Shortly afterward, I received an email from the dealership 's accounting department stating that cancellation requests could not be processed through email and instead had to be submitted through its Request and Resource Center. Because I was concerned that my cancellation request might not have been processed correctly, I immediately followed up with the dealership and also informed my XXXX claim specialist that I wanted my XXXX claim held until the cancellation issue was clarified. I was later advised that the cancellation request had already been submitted when I initially visited the dealership and that I had been copied on that submission. My warranty cancellation paperwork states that my Vehicle Service Contract had a purchase price of {$2500.00} and that payment would be made to Kia Finance America. I had an in person conversation with the lead finance manager at the dealership, I was also advised that I would receive the full {$2500.00} refund without proration. However, my Kia Finance America account reflected only a {$1200.00} credit. At XXXX point, my online account history displayed XXXX separate {$1200.00} transactions, dated XX/XX/XXXX and XX/XX/XXXX. I saved screenshots showing both transactions. Later, XXXX of those {$1200.00} transactions disappeared from my account history without any explanation. The XXXX XXXX XXXX also references a {$1200.00} amount associated with my XXXX XXXX XXXX. I understand that my XXXX coverage did not pay certain deferred payments under the terms of my contract. However, even considering those deferred payments, I have never been provided with an itemized accounting explaining how Kia Finance America calculated the remaining balance of approximately {$1600.00}, which is currently being reported to the credit reporting agencies. Between XX/XX/XXXX and XX/XX/XXXX, I made numerous good-faith attempts to resolve this matter directly with Kia Finance America XXXX During multiple telephone conversations, customer service representatives advised me that they could see the transactions on my account, including the {$1200.00} payment that was later reversed. However, they were unable to explain why the payment had been reversed or how my remaining balance had been calculated. During those conversations, I was repeatedly told that documentation showing my account history and transactions would be emailed to me. Despite those assurances, I never received the promised documentation. I was also repeatedly instructed to contact the selling dealership for additional information. Following that guidance, I contacted the dealership by both email and telephone requesting clarification regarding the warranty refund, the amount sent to Kia Finance America, and my account history. I explained that my warranty cancellation paperwork stated that {$2500.00} would be paid to Kia Finance America and requested confirmation of the exact amount received so I could reconcile and close my account. I attached my warranty cancellation paperwork and vehicle purchase documentation, but I never received a response. In addition, I repeatedly requested callbacks from Kia Finance America 's finance department and left my phone number with multiple representatives. Despite my repeated requests, I never received a return call or a complete explanation regarding my account. Throughout this process, I remained in communication with my XXXX claim specialist while attempting to obtain clarification regarding the warranty refund, my account balance, and the application of all payments and credits. My credit report currently reflects a charged-off balance of approximately {$1600.00} on this account. Because the transactions reflected in my account history, the warranty refund documentation, and the reported balance do not appear to reconcile based on the information available to me, I respectfully request that Kia Finance America conduct a thorough investigation and provide a complete accounting of my account. I respectfully request that Kia Finance America : Provide a complete account ledger from XX/XX/XXXX through the date of charge-off, including all insurance payments, XXXX payments, warranty refunds, credits, reversals, adjustments, interest, fees, and any other transactions affecting my balance. Explain why XXXX of the {$1200.00} transactions was removed from my account history. Provide documentation showing the exact amount of the Vehicle Service Contract refund received by Kia Finance America and how that refund was applied to my loan. Provide an itemized calculation explaining how the reported balance of approximately {$1600.00} was determined. Correct any inaccurate information furnished to the credit reporting agencies if the reported balance can not be substantiated. I will attach supporting documentation if asked, including my warranty cancellation paperwork, XXXX XXXXettlement Explanation, screenshots of my account history showing the duplicate and later removed {$1200.00} transaction, email correspondence documenting my efforts to resolve this matter, and additional records supporting this complaint. Thank you for your time and assistance.

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