Consumer complaint received 2025-12-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: HYUNDAI CAPITAL AMERICA
State: FL

Complaint narrative:
I am filing this complaint due to a repeated and ongoing pattern of unprofessional, demeaning, and emotionally harmful conduct by XXXX XXXX XXXX XXXXXXXX representatives. 

This is not an isolated incident. Every interaction I have had with XXXX  XXXX  XXXX  customer service has resulted in inappropriate behavior, including representatives hanging up on me, refusing to escalate calls to supervisors, talking over me, and displaying hostile or dismissive attitudes. 

I have proactively communicated my financial hardship and unemployment status to XXXX XXXX XXXX I requested a deferment and was informed that I was not eligible due to a prior deferment in XXXX. Despite this, I have continued to maintain communication regarding my account and provided a clear and realistic plan to bring my account current by XX/XX/year>. 

On recent calls, representatives have pressured me to make same-day payments despite my clear explanation that I am unable to do so. I have repeatedly reiterated my repayment plan and willingness to bring the account current by the stated date. 

During one call, after I explained that I could not make a payment that day but would be current by XX/XX/year>, the representative responded dismissively and terminated the call by hanging up on me. 

When I called back and requested a supervisor, the representative acknowledged that the previous call had been disconnected but did not offer an apology, questioned why I wanted a supervisor, spoke over me, and placed me on hold for approximately seven minutes without assistance.

Today, I received another call from a XXXX XXXX XXXX  representative who was again rude and demeaning. I requested written communication only. The representative stated that calls, emails, and texts would continue until the account was paid in full and that account notes or a promise to pay did not matter. He informed me that my account was 37 days past due and stated that after 40 days, I would receive a default notice, dismissing my communicated repayment plan. 

During this same call, the representative repeatedly talked over me. When I calmly stated Sir. Sir. in an attempt to regain the opportunity to speak, the representative responded by mockingly repeating my name, saying XXXX. XXXX. This response felt intentionally demeaning and dismissive. At that point, I ended the call. 

These incidents represent a pattern of call abandonment, refusal to escalate concerns, dismissive and belittling communication, and disregard for documented hardship and emotional XXXX. I have experienced XXXX  and XXXX  during multiple calls, including crying, and at no point has empathy, apology, or meaningful assistance been provided. 

I am requesting : A formal review of my account and all related call recordings Documentation of these interactions Assurance of professional handling of my account going forward Communication in writing only Appropriate corrective action regarding representative conduct 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