Consumer complaint received 2024-04-04 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: HYUNDAI CAPITAL AMERICA
State: IA

Complaint narrative:
The short version, Hyundai Motor XXXX received XXXX XXXX from an insurance claim, kept it for XXXX months as payment on my lease, finally paid the insurance claim and reported to the credit bureau that my payment was XXXX days late. 


* On XXXX my leased XXXX XXXX was in a hail storm. 
* On XXXX XXXX sent a check to Hyundai Motor Company Finance Co in the amount of {$4400.00} to cover the repairs. 
* I followed up with XXXX XXXX/KIA Finance America and was eventually told that check was applied to my account as payment on XXXX. I was also told the funds could not be sent back to XXXX, they would need to be sent back to me. 
* After no response or refund, I followed up again XXXX and was told the check was mailed but not cashed, so the CSR would put a request to stop payment and reissue the check. I was to expect the check in XXXX business days. 
* On XXXX I followed up and got a little more... pushy. I requested the serial number and amount of the check that was issued. My call was escalated. I spoke with someone who stated there was never a refund check issued, there was paperwork to complete before the check could have been issued, and that I need proof my car was fixed BEFORE they'd release the funds. 
* On XXXX I received my FIRST correspondence from someone on the finance team taking action to use these funds to fix hail damage that was over XXXX  months old. 
* The repair company took on my case and worked directly with KIA Finance to collect funds for payment. 

In the meanwhile, because this XXXX XXXX was applied as payment, I was receiving bills showing {$0.00} due ( attached ). I kind of thought I may never get the funds correctly applied and have to accept the XXXX XXXX would slowly pay off my lease while I used a credit card to get my car fixed. I literally could not get anyone to give me a straight answer. 

FINALLY, in XXXX, I received a call from XXXX XXXX from the finance company stating my payment was XXXX  days past due and needed to be paid immediately. THIS was my only " contact '' from KIA Finance to let me know the funds had finally been adjusted accordingly. After confirming the call was legit, I made the payment over the phone during that call. 

Once KIA financed fixed their internal accounting issue and contacted me for payment which was provided immediately- they reported to the credit bureau that my account was XXXX days late. 

I am attaching invoices proving I had {$0.00} due according to their accounting for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have called, emailed and sent a letter to them asking them to correct this credit report. I have been repeatedly denied. 

I am simply requesting they acknowledge they were holding my funds for payment during these XXXX months and correct their report to the credit bureaus. 

Thank you!

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