Consumer complaint received 2025-12-23 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Account reinstatement or redemption after repossession
Company: HYUNDAI CAPITAL AMERICA
State: IN

Complaint narrative:
I am filing a complaint regarding significant servicing errors, misleading guidance, and an improper repossession by Hyundai Motor Finance related to my vehicle lease.

I originally purchased a vehicle and later converted that purchase into a lease. After the lease was finalized, Hyundai Motor Finances system continued to reflect my prior vehicle and account. My prior vehicle was traded in and showed a XXXX balance ; however, my payment portal remained tied to the previous account, which caused my lease payment account to be inaccessible or frozen. 

During this same period, Hyundai Motor Finance continued sending billing statements and correspondence to an incorrect email address that remained associated with the prior vehicle account. My correct primary email address was not properly linked to the new lease account, preventing me from receiving accurate billing notices. To this day, Hyundai Motor Finances phone automation still references the prior vehicle that I no longer own, demonstrating an ongoing internal system discrepancy.

I made a payment on my lease account within the same monthly billing cycle and under 30 days prior to the repossession. This payment was made in good faith while I was actively attempting to resolve the account issues caused by Hyundai Motor Finances system errors.

I repeatedly attempted to communicate with Hyundai Motor Finance by phone. However, representatives repeatedly terminated calls when my call screening/secretary answered, resulting in failed contact attempts without voicemail or written correspondence.

I ultimately spoke with a Hyundai Motor Finance supervisor who initially advised me that, in order to avoid repossession, I would need to contact a specific department and make a payment arrangement within ten days after making a payment. I stated that I would do so. After reviewing my payment while still on the call, the supervisor reversed that guidance and explicitly told me that I did not need to take further action and that the repossession would be cleared from my account.

Based on this guidance, I reasonably believed that making the same payment the following month would likewise keep my account in good standing. This was not communicated to be incorrect at the time. I relied on this representation in good faith.

Despite my payment made under 30 days prior to repossession and my reliance on the supervisors recorded statement, Hyundai Motor Finance proceeded with repossession. Hyundai Motor Finance has since refused to properly review the recorded call in context and is now demanding full redemption of the lease balance plus towing and storage fees, which continue to accrue daily and are not disclosed as a fixed amount.

I am disputing this repossession on the basis of : Systemic account servicing errors following lease conversion Failure to provide billing notices to the correct email address Ongoing internal discrepancies referencing a vehicle I no longer own Failed contact attempts due to Hyundai representatives terminating calls Misleading and incorrect guidance provided by a supervisor on a recorded call My reasonable reliance on that guidance A payment made within the same billing cycle and under 30 days prior to repossession I am requesting reinstatement of my lease account, correction of the repossession.

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