Consumer complaint received 2025-05-30 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: HYUNDAI CAPITAL AMERICA
State: MA

Complaint narrative:
Complaint Against Kia Finance ( Consumer Financial Protection Bureau ) Subject : Fraud Complaint Against Kia Finance Case Number XXXX To Whom It May Concern, I am filing a complaint against Kia Finance for fraudulent practices related to my totaled XXXX Kia XXXX ( XXXX miles ) and their handling of a buyout quote for an insurance claim, causing me financial harm. My insurer, XXXX XXXX XXXX, is involved, but Kia Finances actionsaltering the payoff amount, inflating the vehicles value, and providing unprofessional customer servicehave directly contributed to this issue, leaving me empty-handed with nowhere to turn. 

Background My XXXX Kia XXXX was totaled on XX/XX/XXXX, while parked in XXXX XXXX, XXXX, by an at-fault driver. XXXX agreed to a total settlement of {$22000.00}. I requested a buyout quote from Kia Finance, selecting insurance claim as the reason, and received a legally valid quote of {$20000.00}, valid through XX/XX/XXXX ( attached as a PDF ). I negotiated with XXXX to ensure the car was fully paid off, expecting {$1200.00} ( {$22000.00} minus {$20000.00} ) for a down payment on a new vehicle. 

Issue XXXX : Discrepancy Between Buyout Quote and Letter of Guarantee On XX/XX/XXXX, XXXX informed me that Kia Finance provided a Letter of Guarantee ( LOG ) stating a payoff amount of {$21000.00}, which XXXX plans to pay, leaving me with only {$500.00} instead of $ XXXX {$730.00} overpayment to Kia Finance . Kia Finance now claims the buyout quote is no good and has raised the vehicles value to {$21000.00}. I researched the market value of a XXXX Kia XXXX with XXXX miles, finding it between {$18000.00} and {$19000.00} ( based on dealerships and XXXX listings ), meaning Kia Finance is inflating the value to bypass the quote. This violates 12 U.S.C. 5536 ( prohibiting unfair, deceptive, or abusive acts or practices ) and M.G.L. Chapter 93A, Section 2 ( prohibiting unfair or deceptive acts in trade or commerce ). 

Issue 2 : Unprofessional Customer Service Kia Finances customer service has been unprofessional and unresponsive. XXXX XXXX provided Case Number XXXX, but Ive received no follow-up, and Im unsure if XXXX XXXX is her real name due to their secretive behavior. They refuse to connect me with a supervisor, lack a clear email contact, and leave me empty-handed with nowhere to go, exacerbating my financial harm. This lack of transparency further supports their deceptive practices under 12 U.S.C. 5536 and M.G.L. Chapter 93A, Section 2. 

Issue XXXX : History of Similar Issues with Kia Finance Kia Finance has a history of ripping off hard-working middle-class consumers. XXXX  complaints document mismanaging payments, creating duplicate accounts, and charging incorrect fees after lease returns ( e.g., a {$400.00} wear-and-use fee despite a vehicle in excellent condition, or repossession due to a duplicate account error ). These patterns suggest Kia Finance engages in fraudulent practices, and their actions in my caseinflating the payoff amount after providing a valid quotesupport this concern, violating federal and Massachusetts consumer protection laws. 

Issue 4 : Financial Harm Kia Finances actions reduce my payout from {$1200.00} to {$500.00}, limiting my ability to secure a down payment for a new vehicle. Im relying on a rental car ( extended to XX/XX/XXXX, by XXXX, though I requested XX/XX/XXXX ). If this isnt resolved, Ill face additional losses and may need to hire an attorney, further increasing my costs. Kia Finances deceptive practices are causing me direct financial harm, violating their duty to act fairly under 12 U.S.C. 5536. 

Requested Resolution Investigate the discrepancy between the buyout quote ( {$20000.00} ) and the Letter of Guarantee ( {$21000.00} ) and confirm the correct payoff amount for my insurance claim. 

Ensure XXXX pays Kia Finance the correct amount ( {$20000.00} ) so I receive my full remaining balance of {$1200.00}. 

Provide a written explanation for the LOG discrepancy and Kia Finances customer service failures. 

If fraud is confirmed, take appropriate action against Kia Finance to prevent further harm to consumers. 

Ive attached the buyout quote, XXXX email referencing the LOG, and related correspondence. This is urgentXXXX plans to send the payment soon, and Im at risk of financial loss. Please investigate Kia Finances actions and ensure a fair resolution. 

Thank you, [ XXXX XXXX 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