Consumer complaint received 2023-06-07 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: NC

Complaint narrative:
My vehicle got hit in XX/XX/XXXX and deemed a total lost. A few month before that I was called by Kia Motor Finance during Covid ( XXXX ) and was ask if I wanted to put my monthly payments to the end of my lease term since a lot of people arent working. That lasted for three months and then I continue to make my online payments until the accident occurred. After speaking to my insurance they stated I wasnt at fault and they would pay for the the vehicle and since its a lease the vehicle also cane with XXXX insurance. I then called KIA motor finance and told them what happened and do I need to make a payment, I was then told no and that they would be in touch with my insurance for this process. In the month of XXXX I decided to check my online account with KIA just to make sure there wasnt any extra fees I would have to pay for, if that was the case I would try and save to make sure I have the money to pay it back. After checking I saw an outstanding bill for XXXX on my account. I called KIA and asked them if this is something in I need to pay, if so then please let me know so I can set up some type of payment plan. They told me more then once that this isnt sometimes I have to pay and I would be all set once the system updates. They sent the total bill needed to satisfy the loan to my insurance and the first bill they sent was incorrect then they sent another one and my insurance paid the exact amount and XXXX insurance paid whatever difference there was. I spoke to insurance after and was told everything is all set and I actually have some equity and will receive money back after everything is all said and done. A few months go by and something was telling me to check my kia account again just to make sure Im really good. When I logged on I saw a past due amount of XXXX, I called again to see and the person told me that it was an error they received all the money from insurance and released the title so Im all set. One more month goes by ( XX/XX/XXXX ) and the past due amount was still showing on my account so again I make the phone call, but this time the person when the person answered they said this is an attempt to collect a debt immediately I was confused and the person on the phone said it was missed payments and a deductible that I need to pay. I emphasized that I spoke to multiple people already who told me everything is all set and I dont have to pay anything and Ive never missed a payment on my car which I take very seriously. She said during the three months of Covid is when I missed my payment and I told her that they called me and offered some Covid refielf that would put my payments to the end of the term. I asked her if the amount to satisfy the bill they sent to my insurance included the payments ( which I have recorded ) she said yes and I was told a manager would reach out to me and see whats going on. My credit score dropped from XXXX to XXXX the first time. No one ever reached out and when I called back a few days later to see whats going on I was told that it wasnt included because insurance doesnt pay for deferred payment any fee or missed payment.. I called my insurance and they said thats not the case and they wouldnt know if missed payment or deferred payments are in the price, they also said if it was more they needed they would have paid it since I had equity in the vehicle. I then turned to a credit repair company and had them try to take care of it but after a year of using them my credit went to XXXX then recently dropped again to XXXX. I check my credit and its kia again reporting it. I then call KIA this past week and asked them what we can do to fix this because its not fair how they told me one thing and then change it to the other, made a mistake in telling my insurance the wrong price that would satisfy the bill and drastically affect my credit which has affected me multiple times while trying to get a low rate or even a loan when time have been rough. I spoke to insurance again and they sent my documents proving everything has been paid. If everything was stated to me in the beginning then I could have set up a payment plan but since it wasnt and a lot of mistakes happened on there end I feel like they shouldnt have to suffer credit wise and also financially due to there lack of communication, lack of follow up, confusing process and extreme lack of professionalism.

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