Consumer complaint received 2026-06-08 00:00:00
Product: Vehicle loan or lease — Loan
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:
XX/XX/XXXX : Called the customer service line requesting a document from KFA stating that KFA and its parent company Hyundai Capital America ( HCA ) are the same entity. My issue was that NJ XXXX is refusing to issue my car title due to the lienholder name on my XXXX release letter from KFA ( KFA ) not matching the name in the XXXX 's system ( HCA ). I was told by the customer agent that I would receive the document by the following week via express FedEx mail. I paid off my car loan in XXXX, after which KFA was supposed to send the NJ XXXX an electronic lien removal request and generate my car title all the way back then, but for some reason I never received the car title in the mail. I was told by the agent at the XXXX that this was likely due to the same naming issue, which then led to KFA 's title request being rejected ( and they never followed up on this ) XX/XX/XXXX : I followed up again the following week hoping to receive a mail tracking number for my document, but was told by a different customer service agent that the request was still marked as pending and that I would need to wait at least another XXXX business days XX/XX/XXXX : I followed up again after XXXX business days, only to be told that for some reason, my initial request on XX/XX/XXXX was rejected due to the requested document being " invalid '', but then they somehow circled back to the rejected request the day before ( XXXX ), determined that the request was valid after all, and just got it approved AND is on the way in the mail, so I would have to wait another XXXX business days for the mail to come. I asked for the tracking number and was again told that the tracking number would be available within XXXX days. My concerns here are as follows : XXXX ) I believe these customer agents, particularly the one who took my calls on XX/XX/XXXX and XXXX ( it was the same agent who told me his name was XXXX or something ), were simply lying to me about the fact that the request was ever processed by their title department at all. It makes no sense that you would reject a single stray request, then somehow circle back and approve it and have it be " on the way in the mail '' coincidentally right before I called to follow up. It also makes no sense that the tracking number ( which I never received to begin with ) is only available days after the package was supposed " on its way ''. The timelines keep stretching for what is supposed to be a simple document. Years after fully paying off my loan, I feel like my car title is still being held XXXX right when I need it to facilitate a time-sensitive transfer of ownership of the vehicle XXXX ) It was KFA 's XXXX to provide the correct information in their lien release paperwork to the NJ XXXX XXXX XXXX they could issue my car title, and to have done this electronically years ago when I first paid off my loan rather than me having to try to manually obtain my car title at the XXXX now XXXX The XXXX agents keep insisting that my car title was issued to me years ago even though it is clear that the lien on my car had never been removed from the XXXX 's system, so it's impossible that this could have happened. KFA makes no effort to ensure that their electronic lien release requests to the XXXX was actually processed.

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