Consumer complaint received 2026-05-27 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: AZ

Complaint narrative:
On XX/XX/XXXX, I purchased a XXXX XXXX XXXX ( XXXX : XXXX ) from XXXX XXXX XXXX in XXXX, AZ, financed through Kia Finance America ( Deal XXXX XXXXXXXX ). At purchase, I also bought an XXXX XXXX XXXX ( XXXX ) for {$2500.00}. In XX/XX/XXXX, the vehicle was declared a total loss. I made a regular monthly car payment of {$670.00} in XX/XX/XXXX, before the insurance settlement was finalized, resulting in an overpayment on the loan. The insurance settlement from Travelers paid off the remaining loan balance, and my loan was closed. On XX/XX/XXXX, Kia Finance America sent me a letter confirming the XXXX was canceled and refunded for {$2000.00}, with the dealer reserve at XXXX XXXX XXXX being debited. REFUND DISPUTE : When I followed up with Kia Finance America regarding refunds owed to me, they responded in writing that Check XXXX XXXX in the amount of {$2700.00} ( consisting of the {$2000.00} VSC refund plus my {$670.00} XXXX payment refund ) was sent on XX/XX/XXXX to : " XXXX, XXXX, XXXX XXXX XXXXXXXX XXXX XXXX DE XXXX '' as a 3rd-party payee. I have NO auto loan, no outstanding balance, and no lienholder relationship with XXXX XXXX XXXX XXXX My current auto loan for the other car is with XXXX XXXX XXXX XXXX ( XXXX ). The only XXXX products I have are two credit cards and I have verified that no credit of {$2700.00} was applied to that account on or around XX/XX/XXXX. XXXX XXXXXXXX XXXX INCONSISTENT EXPLANATIONS : When I contacted Kia Finance America by phone, I received two different and contradictory explanations : XXXX. First call : I was told to contact XXXX myself to request that authorization be transferred back to me. Kia XXXX stated that they did not know why the funds were directed to XXXX. I need to call the XXXX Bank. XXXX. Second call : I was told the check went to XXXX " because that's where XXXX ( my insurance ) sent the final ( latest ) payment. '' INDEPENDENT VERIFICATION FROM TRAVELERS : I contacted Travelers ( after the second call ), my insurance XXXX, to verify Kia Finance 's explanation. The XXXX representative reviewed the claim financial records and confirmed in writing via email : - " I've reviewed all of the financial records on my end and do not see any payment made to XXXX. '' - " Everything is payments to the bank, you and the rental company. '' - " I have never heard of a lienholder issuing a payment directly to an insurance company in this manner. '' - " It does not make sense that they would issue a check to us when you were the owner of the vehicle. '' This independent confirmation from XXXX directly contradicts Kia Finance America 's stated explanation. ATTEMPTED ESCALATION : Most recently, when I called Kia Finance America to escalate, the representative said they would transfer me to a supervisor. After XXXX minutes on hold, the line was disconnected. I have not received a callback. I also attempted to contact XXXX as Kia XXXX instructed ( after my first call ). XXXXXXXX XXXX main customer service told me to contact the specific branch at XXXX XXXX XXXX since they can not locate the check for me using the information I received from XXXX XXXX. The branch did not answer my calls. PATTERN OF MISCONDUCT : The pattern is clear : - Kia Finance America has provided multiple contradictory explanations for where my refund went - Their stated explanation has been directly refuted by my insurance carrier in writing - They have failed to escalate or take ownership of the issue- They are attempting to shift the burden onto me to recover funds they misdirected Additional information provided by consumer : XXXX Consumer would like his complaint to be sent to 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