Consumer complaint received 2024-07-28 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:
XXXX. XX/XX/XXXX - Payment history accounting issue started on XX/XX/XXXX. 
- Made a payment of {$9300.00} ( Principal : {$9200.00} + Interest : {$25.00} ) on XX/XX/XXXX. 
- Expected remaining principal balance on XX/XX/XXXX : Previous balance {$19000.00} Principal {$9200.00} = {$9900.00}. 
- XXXX incorrectly shows {$11000.00} instead of {$9900.00}. 
- This {$2000.00} discrepancy affects all subsequent calculations, leading to incorrect principal, interest, and remaining balance calculations after XX/XX/XXXX until today. 

XXXX. XX/XX/XXXX - Made my first call to Hyundai Motor Finance customer service @ XXXX. Explained the issue and requested resolution. 
- Spent about XXXX minutes on the call. 

XXXX. XX/XX/XXXX - Called Hyundai Motor Finance customer service @ XXXX again as I did not get a satisfactory resolution from my call on XX/XX/XXXX. Explained the issue and requested resolution again. 
- Spent about XXXX minutes on the call. 

XXXX. XX/XX/XXXX - Called ( XXXX ) and explained the issue in detail. 
- Was told by the supervisor that he would email payments to resolve this issue. 
- Asked for a reference number and I was not given XXXX but was told he would need to reach out to the payments team only by email. 
- No resolution yet. Spent a total of XXXX minutes on calls. 

XXXX. XX/XX/XXXX - Have given enough time for the issue to be fixed. Received a call from collections ( XXXX ). 
- XXXX the call ( XXXX ). 
- Explained the issue in detail to collections agent XXXX. 
- Was advised to talk to customer assistance team XXXX XXXXXXXX. 
- Payment allocation inquiry with ticket XXXX XXXX XXXXXXXX raised. 
- No resolution yet. Spent a total of about ~ XXXX minutes on calls. 

XXXX. XX/XX/XXXX - Received a copy of the payment history I had requested on XX/XX/XXXX. 

XXXX. XX/XX/XXXX - Received a call from collections ( XXXX ). 
- XXXX the call ( XXXX ). 
- Called customer service XXXX XXXXXXXX again to check on the ticket XXXX XXXX XXXXXXXX status. Came to know that the ticket was already closed with no resolution from the agent XXXX. 
- Explained the issue in detail again. The issue was understood by the agent XXXX clearly. 
- Opened another inquiry with ticket # XXXX. Expected resolution in XXXX business days. 
- No resolution yet. Spent a total of about XXXX minutes on calls. 

XXXX. XX/XX/XXXX - Received a call from collections ( XXXX ). 
- XXXX the call ( XXXX ). Expected to reach customer service as it is a direct number to them. Ended up with collections agent XXXX picking up the call. 
- Asked for an update on the ticket XXXX XXXXXXXX. Was told to talk to the customer service team and collections can not help. 
- No resolution yet. Spent a total of about XXXX minutes on calls. 

XXXX. XX/XX/XXXX - Called XXXX. 
- Was asked to talk to the collections team for an update on the ticket XXXX XXXXXXXX. I showed discontent on being sent around and asked to talk to Customer service supervisor. 
- Customer service supervisor XXXX told me to talk to Corporate escalations assistance team XXXX XXXXXXXX that she can not help. This same number which I have been calling all these days, no use. 
- No resolution yet. Spent a total of about XXXX minutes on calls. 

XXXX. XX/XX/XXXX - Called XXXX expecting to reach customer service but instead reached collections agent XXXX. 
- No help from the representative XXXX regarding the issue. XXXX told me to again call customer service the next day as she checked and confirmed she couldnt reach customer service internally either. 
- Called XXXX again, reached only the collections team. Got transferred to billing dept. With XXXX ring to billing dept, the call hung up. 
- Another call to XXXX, reached collections instead. Explained the issue again in detail. XXXX XXXXXXXX  understood and said he would need to transfer to customer service. As there were two failed prior attempts the same day to reach customer service, I asked to not be transferred. The collections agent promised that he would talk to Customer service himself and get the update. After several minutes of wait, he came back and told me that customer service team denied any payment issues on my account. How does the collections agent understand the issue, but the customer service doesnt? 
- Asked the same collections agent for an update on the previously opened ticket # XXXX. He confirmed that the ticket was closed the same day when it was opened ( XX/XX/XXXX ) with no resolution and no information relayed to me about its closure. 
- The collections agent XXXX is now wanting to transfer me to the customer service team, but I requested him to explain everything to the customer service team before I get transferred as I was not willing to explain the issue in detail again. 
- I waited for almost XXXX minutes listening to hold music, for XXXX to get back and transfer me over to customer service. He never got back, and I hung up the call after waiting for some more time. 
- No resolution in the end yet! Spent a total of XXXX hour XXXX minutes on calls. 

XXXX. XX/XX/XXXX - Emailed XXXX with my concern and requesting for help. 

XXXX. XX/XX/XXXX - Reached out to Hyundai Motors via their XXXX page to request assistance with the issue. 
- Got a response on the same day asking for my phone number so that they can escalate the concern. I responded back immediately with my phone number. 
- XXXX, XXXX who is a XXXX XXXX XXXX XXXX XXXX called me the same day from her telephone number ( XXXX ) XXXX. I explained the issue to her, and I was told that she would email the payments team about the concern on XX/XX/XXXX. I asked for her contact details and as I preferred email communication, she mentioned she would send an email with her contact details on XX/XX/XXXX. 
- No resolution yet. Spent a total of XXXX minutes on call with XXXX. 

XXXX. XX/XX/XXXX - No update from XXXX via phone or email. 
- XXXX response from XXXX for my email sent on XX/XX/XXXX that I would need to reach out to XXXX directly. No use! 

XXXX. XX/XX/XXXX - I reached out on XXXX chat again to ask for an update from my previous conversation with XXXX. 

XXXX. XX/XX/XXXX - In the XXXX chat, I was asked for the case # which was not given to me. I was asked for XXXX XXXX  and I gave it to them. I got a response back saying I need to deal with Hyundai Motor finance directly and that these people dont have access to Hyundai motor finance accounts. I responded back with discontent saying this is not the way to treat a customer and how they were originally willing to help and suddenly they realized that I have to deal with Hyundai motor finance directly XXXX XXXX XXXX XXXX XXXX. 
- I then reached out to Hyundai Capital America via their XXXX page with the same original content as the message to Hyundai motors on XX/XX/XXXX. 

XXXX. XX/XX/XXXX- Got a response from Hyundai Capital America XXXX chat asking for my phone number, so that they could escalate the concern. Responded back with the requested information the same day. 

XXXX. XX/XX/XXXX - I got a call back from XXXX and was told she is still following up on the issue. I reminded her to send me her contact details in case I wanted to reach her. She sent an email from XXXX and included a telephone # ( XXXX ) XXXX in her signature. 
- Got a response on Hyundai Capital America XXXX chat that they have elevated my concern. 

XXXX. XX/XX/XXXX - Emailed XXXX to let her know that I noticed from my USPS informed delivery email that a Notice of default mail is coming my way from Hyundai collections. Requested her to help put a pause on the collections effort until the issue is resolved. 
- I have already overpaid my balance and I shouldnt need to be paying any balance anymore. 
- Received a Notice of Default mail to both me and my spouse, from Hyundai motor finance dated XX/XX/XXXX. Options to call XXXX or write to the Collections dept were given, if I had any questions. Letters separately attached for reference. 

XXXX. XX/XX/XXXX - No response to my email to XXXX on XX/XX/XXXX yet. 
- Sent another email to XXXX requesting to kindly expedite the resolution of the issue as I have been receiving multiple mails/threats from Hyundai collections for remaining balance. Again, mentioning here that there is actually no remaining balance for me to pay as I have already paid up more than the loan value. Due to their accounting error, Im being chased by collections which is impacting my mental peace. 
- Reached out to Hyundai Capital America XXXX chat asking for an update, no response for the message. 
- Received another mail from XXXX  titled Nonpayment has serious consequences dated XX/XX/XXXX. XXXX threatened with repossession and Negative credit reporting. XXXX separately attached for reference. 

XXXX. XX/XX/XXXX - Called XXXXXXXX XXXX XXXXXXXX. The call was not answered. XXXX a voicemail pretty much with the same content from my email to her on XX/XX/XXXX. 
- Did not get a call back. 

XXXX. XX/XX/XXXX - Called XXXX XXXXXXXX, ended up with collections again. Talked to agent XXXX. 
- XXXX transferred to customer care team. Spoke to XXXX from XXXX team. He confirmed from the system notes that XXXX needs to look into my case, and he can not help. He mentioned that XXXX has put a note in the system on XX/XX/XXXX that she needs to discuss the payment history with me. 
- With that information, I emailed XXXX, an attachment of the payment history clearly marked with annotations of the issue/amounts. 

XXXX. XX/XX/XXXX - No response to my email sent to XXXX on XX/XX/XXXX yet. 
- Submitting a complaint to Consumer Financial Protection Bureau - Planning to send a written response with the payment history sheet annotated with the errors, for the Notice of Default. 
- In my Hyundai motor finance online account, I see a negative principal balance in my dashboard. This clearly indicates that I have overpaid, and I am owed all the money from HMF. The system does seem to have errors which HMF is clearly avoiding acknowledgement.

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