Consumer complaint received 2024-03-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: HYUNDAI CAPITAL AMERICA
State: NV

Complaint narrative:
ATTENTION HYUNDAI MOTOR FINANCE! 
To whom it may concern, Regarding my XXXX and XXXX Hyundai XXXX XXXX XXXX ACCOUNT # XXXX. 

First issue : I traded my XXXX Hyundai XXXX in for the new XXXX back in XXXXXXXX XXXX XXXXXXXX. When I made a payment online, the payment unknowingly went towards my XXXX XXXX that was traded in and fully paid off, NOT MY NEW XXXX XXXX! There were XXXX payments made ON TIME, early even for {$750.00} and {$650.00}. To my surprise I get a letter from finance saying I am late on payments. I immediately call Hyundai finance toll free to sort this matter. I am told that two checks have been mailed to me. I tell them I am unable to access my new account because my information was submitted incorrectly and I can not login, its locked me out and the email verification is Hyundais email! They tell me that they updated my information on file and to wait a couple days then try to login and pay. Still can not login. Still have not received my check in the mail. After cancelling and re-sending the checks 3 times and never receiving the funds I finally am able to Speak to a manager who tells me not to worry that the two amounts paid will be added to the new account. That after doing this, It will make my account current. I finally have peace of mind thinking that everything has been resolved and then I receive a notice of default in the mail!!!! This has been the absolute worst experience with a finance company in my entire life! Mind you this is several months after I have purchased the vehicle! Can you please confirm that these payments have been applied to the new vehicle and this has been resolved? If not please issue me the XXXX checks that were supposed to be mailed to me back in XXXX. 

I ask that you please remove the late payment report and notice of default on my credit report and any late fees associated with this incredibly frustrating situation. My credit score dropped XXXX points due to this issue! I have never had a late payment on anything in my life! I also ask that you allow me to enroll in autopay. As of right now, I am unable to setup autopay. This whole situation has been incredibly exhausting. I also ask that Hyundai as a company improve their customer service experience. The agents do not know how to help people and do not follow through on their word. 

Second issue When I Initially bought my XXXX Hyundai XXXX I was sold XXXX XXXX, XXXX XXXX and the extended warranty by XXXX XXXX. I Quickly realize this was all stuff I did not need nor want and marched into the office on XX/XX/XXXX and filled out the form to cancel XXXX XXXX, XXXX XXXX and the extended warranty with XXXX XXXX. He told me that it would take 60 days to take effect and told me it was taken care of. He informed me that it would not change my payment but would be deducted from the total balance which was {$5600.00}. I do not realize until I am trading my vehicle in that XXXX did not cancel XXXX XXXX, XXXX XXXX nor the extended warranty! I am furious and immediately let my car salesman XXXX XXXX know and he tells me that XXXX did turn the paperwork in and that it must have gotten lost or that he lost it! I have not been reimbursed for this amount yet and am still awaiting a check. I am entitled to the {$5600.00} for the XXXX XXXX, XXXX XXXX and extended warranty I cancelled in XX/XX/XXXX after purchasing my XXXX Hyundai XXXX. I want this check mailed to my address XXXXXXXX XXXX XXXX XXXX XXXX XXXX NV XXXX IMMEDIATELY! 

Issue XXXX I also noticed that finance added WITHOUT MY CONSENT {$690.00} XXXX XXXX XXXX 
I want this cancelled and refunded immediately! I did not consent to this and was not shown this page of add ons when signing. 

In summary I am asking for the following to be addressed, refunded and removed effective immediately! 

XXXX. Remove the late payment history and notice of default on my credit report. 
XXXX. Send me a check for {$5600.00} for the XXXX XXXX, XXXX XXXX and extended warranty I cancelled just days later in XX/XX/XXXX after purchasing my XXXX Hyundai XXXX. 
XXXX. {$690.00} XXXX XXXX XXXX cancelled and refunded immediately! 
I did not consent to this and was not shown this page of add ons when signing. 
XXXX. Checks for the payments that accidentally went to my XXXX XXXX after I traded it in. 
XXXX. My interest rate is also very high and would like to refinance at a lower rate. 
XXXX. I was extorted for an extra {$10000.00} charge when purchasing my XXXX XXXX which I believe is unfair practice for the consumer. I would like this {$10000.00} refunded. 


Thank you I hope that you take the time to make things right from this overwhelmingly exhausting experience. 

Sincerely, 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