Consumer complaint received 2026-01-21 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: HYUNDAI CAPITAL AMERICA
State: WA

Complaint narrative:
I am submitting this complaint due to ongoing payment processing failures, account restrictions, and inaccurate credit reporting caused by Kia Finance, despite my repeated and documented attempts to make timely payments and update my automatic payment information. 

I originally had autopay set up through a checking account that was later closed. Beginning prior to my due date, I attempted on numerous occasions to update my autopay to a new checking account and/or make a one-time payment to avoid delinquency. Despite repeated attempts through Kia Finances website and phone systems, I was blocked at every step.

Specifically : I updated my autopay information online multiple times ; it repeatedly reverted back to the closed account.

I attempted to delete the old autopay information ; it reappeared.

I attempted to make a one-time payment online on multiple occasions ; the system would not allow it. 

I attempted to pay via Kia Finances text payment system ( for a fee ) ; the payment would not process.

I attempted to pay via a phone agent ( for an even higher fee ) ; no agents were available that day.

I attempted online payment again multiple times, unsuccessfully.

When I finally reached a Kia Finance representative, I was told that I could not update my autopay information because the account was delinquenteven though the delinquency was caused by Kia Finances own system failures preventing
payment.

I was then told my only options to bring the account current were : XXXX XXXX, Debit card payment ( I do not use or carry personal debit cards ), Or having a friend or family member make the payment on my behalf.

I ultimately located an unused business debit card solely to make the payment. I was explicitly told that once the payment posted, I would be able to update my autopay information.

However, after the payment posted, I was still unable to update autopay or make one-time payments. When I contacted Kia Finance again, I was informed that my
account was now restricted and that I would be prohibited from changing my autopay information for three months. I explained repeatedly that the account currently on file is being closed and that I have a valid new checking account that must be used for future payments. After multiple holds and conversations, I was told repeatedly that nothing could be done due to the restriction.

Despite my extensive, good-faith efforts to pay, Kia Finance reported a 30-day delinquency to all three credit bureaus, damaging my credit. When I requested correction, I was told : I must dispute individually with each credit bureau, I must provide documentation I do not have ( because payment attempts were made via Kia Finances website and phone systems ), And that any dispute submitted
directly to Kia Finance must be sent by mail only, with a processing time of at least 30 days after receipt.

As of now : I am still unable to update my autopay information, I am still unable to make standard online payments, My credit has been negatively impacted due to Kia Finances system failures and restrictive policies.

I have never experienced a situation where it was this difficult to make a payment. Kia Finances processes created the delinquency, then prevented resolution, and then penalized me for it.

Resolution Requested I am requesting the following corrective actions : Immediate removal of the inaccurate 30-day delinquency from all three credit bureaus Immediate removal of account restrictions preventing payment or autopay updates Immediate ability to update my autopay to my current checking account Written confirmation that my account is in good standing Waiver of any fees, penalties, or negative reporting associated with this issue This delinquency is not the result of
nonpayment, but of Kia Finances system failures and unreasonable payment restrictions. I am requesting prompt investigation and resolution. acted in good faith at all times and made repeated, documented attempts to pay and correct my autopay information. Kia Finances systems and policies directly caused this issue and the resulting credit damage. I am requesting full correction and confirmation in writing.

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