Consumer complaint received 2023-01-16 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 have been hung up on, talked down to and just out right disrespected so many times, by Hyundai, I lost count. Although I have contacted Hyundai on multiple occasions by telephone since XX/XX/XXXX, to request a two month payment deferral on the XXXX XXXX, I have not been provided the appropriate forms. I was told to call back three different times in XX/XX/XXXX, only to further be stalled. We've spoken to XXXX, XXXX and many more whose name we thought we would never have to notate only to be humiliated and belittled. 

In XXXX a verbal agreement was made by telephone with Hyundai, I believe her name was XXXX or XXXX XXXX to pay one of the two months I was behind plus the late fees for the two months ( the account was in grace period for the 3rd payment due by the XXXX ), to allow my account to " qualify for a two-month payment deferral ''. Per the verbal agreement, I was told to call back after the payment cleared so that I could be emailed the forms. The regular payment of {$590.00} and the late fees totaling {$640.00} was made on the due date in my contract, XX/XX/XXXX, on their website. This payment was to be made by the XX/XX/XXXX, according to the Representative. I was placed on hold, while the Representative spoke to a Supervisor which stated due to my previous payment history with Hyundai I could get the two month deferral but, only after the payment with the late fees cleared. 

( It is important to note, this agreement was offered, only after I requested to be walked through the voluntary repossession process because I knew we could not catch up with our income being sliced down to one-third. I owed more than {$1200.00}. ) When I called back, speaking to an XXXX a very rude individual, after the payment cleared in XXXX, I was advised I no longer qualified for a deferral because the account was too far behind. When I called back again, speaking to XXXX XXXX, I was told there is no record of my request for deferrals at anytime and I do not qualify because I did not call in XXXX. Then she advised although I did in fact call, I was too late for the deferral. Multiple calls have been made to Hyundai and we all know their call log shows it but, I still can not have the forms sent to me. 

Now I am being told the payment made in XXXX was applied to XXXX and the late fees were applied to the XXXX payment and they will continue to collect on this debt. This is ridiculous! Why would anyone call their creditor for absolutely no reason on multiple occasions? Why would I pay an agreed amount not to even obtain the forms? Especially, when I initially called I asked for the two month deferral and/or assistance with the appropriate steps to turn the vehicle in. We got ill, jobs were lost, we only have one family phone now and I have never been late on any payments since XXXX with them, until the whole house got COVID. Even through all of my surgeries and multiple plant shut downs, I have always paid and was never late one time with any of three loans I have had with them since XXXX. My credit is being brutalized because of their unprofessional bullying. 

I am requesting this Office assist our family with enforcing our rights under the contract because we are entitled to the deferral we requested. We also are requesting assistance with fair disclosure of the steps required to voluntarily surrender the vehicle to Hyundai, if they are unwilling to provide a deferral. We know the vehicle will be auctioned off and they will bill us the difference, along with the repossession posting on our credit. We would like a copy of the voluntary surrender forms and details on how to schedule to give the vehicle back. It may be in our family 's best interest to reduce our payments by securing two economy cars as opposed to having one with this price tier and horrible treatment from this lender.

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