Consumer complaint received 2024-05-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: HYUNDAI CAPITAL AMERICA
State: OR

Complaint narrative:
In XX/XX/XXXX, I filed for a title transfer from XXXX XXXX XXXX through Hyundai Motor Finance because they are my lien holder. The application was sent back by Hyundai because it was missing my co-signer 's signature, which we procured and sent the app back in XX/XX/XXXX. 

Since XX/XX/XXXX, my account status has read : " We've started the process and are currently waiting to receive the vehicle 's title from your previous state. Please allow 3-4 weeks for the title to be received. Upon receipt of the title, we will send the required documentation to your new state within ten ( 10 ) business days. This entire process can take 4-6 weeks to complete. '' It has now been over 7 months with no changes or updates to the situation. 7 months. 

I have called Hyundai Motor Finance every week for the last 5 months, sometimes 2-3 times a week, and Hyundai reps have not been able to : 1 ) identify the issue in the delay 2 ) have not ever, EVER gotten back to me with updated information even though every supervisor says they will, and 3 ) Have not done their due diligence with XXXX XXXXXXXX to find out what is going on Every rep is surprised to hear the story, tells me they don't know how to help, and sends me to a supervisor. The supervisors then tell me they will either 1 ) look into this further and get back to me or 2 ) escalate the case. Neither has happened or done anything for my situation even if it has happened internally.

I have nothing on my end I am able to do to fix the process, it is out of my hands and Hyundai is refusing responsibility for this even though every supervisor has admitted that they have never seen a case like this before. 

Only last month, XX/XX/XXXX, after I spoke to several reps and supervisors for three days in a row, did someone finally admit to me there was a mistake made by Hyundai on their application and that is why it was rejected. He made sure it resent. This phone call took place on XX/XX/XXXX. 

On XX/XX/XXXX, my driving pass with the state of XXXX  expired and the XXXX  XXXX informed me I am not eligible for anymore, there are no exceptions. They said I can only rely on Hyundai Motor Finance to figure out the issue since Hyundai has the necessary paperwork and I am no longer a XXXX  resident. 

On XX/XX/XXXX, Hyundai " escalated '' my case. However, they have yet to XXXX ) contact me, 2 ) inform me who my case manager is. There is no number or person to contact regarding my case.

So, now, it is illegal to drive my car and it is at risk of being towed because there is no registration or temporary visitor 's pass. And I can not get a hold of anyone without starting from the beginning with reps who then transfer me to supervisors who then tell me they will solve it and hang up leaving me with nothing.

I am XXXX- I have work, I have doctor 's appointments, I am a XXXX I can not function without my car. I explained this to a supervisor last week ( XX/XX/XXXX ) and yesterday ( XX/XX/XXXX ). Yesterday, XXXX, the supervisor, assured me he would find out why it has been 8 months and nothing has happened. He said 8 months is way too long and that he will be sure to escalate the case, that he would try and help me get a car rental. He told me 3 different times on our phone call he will solve the issue by end of day and get back to me. I never heard back. 

Today ( XX/XX/XXXX ) I called again and the supervisor made me start from the beginning. He kept saying " The XXXX has not explained anything to us, they just keep rejecting our application so we keep re-submitting. '' When I asked how that is supposed to solve the problem, he said it's not Hyundai 's problem. He then began to guess what the hold up was : " The issue with the XXXX might be ... '' He did that for five minutes straight.

Every time I asked if the DMV said what he was saying, he said no, it just " might be '' the problem but that he has no idea. I informed him that he was, at that point, the XXXX or XXXX supervisor I have spoken to in the last three months and that I just need help getting a car to use while Hyundai sorts this out. I told him what XXXX had told me yesterday about getting a rental. 

He ignored what I was told and said they can not do anything to help me and it is my job to contact the DMV. When I told him that only yesterday HMF said it was an internal mistake they needed to rectify AND that I can not contact XXXX  XXXX as a customer because they closed their phone lines over a year ago, he dismissed me and transferred to customer affairs. Customer affairs said my problem is with Finance and not them, they can not help me. They then hung up on me. 

I do not know who to contact. This is so unprofessional, disrespectful, it is a violation of my XXXX rights, and it it XXXX awful business management. I am paying XXXX of dollars on this loan and I can not even drive the car I am paying off right now!

Please just help me get a rental for now, please.

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