Consumer complaint received 2026-03-13 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Termination fees or other problem when ending the lease early
Company: HYUNDAI CAPITAL AMERICA
State: FL

Complaint narrative:
Hyundai Motor Finance Formal Written Complaint & Regulatory XXXX Predatory 3rd World Collections To Whom It May Concern Hyundai Motor Finance XXXX XXXX XXXX, My name is XXXX XXXX. I am a XXXX lease customer in good standing whose account is referenced above. I am writing this formal letter to document a pattern of incompetence, misdirection, and failure to protect a loyal customer that I have experienced at the hands of your outsourced customer service operation. This is not my first written communication to Hyundai Motor Finance. It is, however, my last before I escalate to every applicable regulatory and consumer protection agency available to me. Before I detail my complaints I want to be clear about who I am as a customer. I have leased XXXX consecutive XXXX vehicles. XXXX leases in a row. I have paid every payment on time without exception for years. I am not a casual customer I am XXXX of your most loyal. And this is how I am being treated at the end of my fifth lease. This is precisely why I am leaving your brand. ACCOUNT FACTS : Vehicle : XXXX XXXX XXXX XXXX Current mileage : XXXX significantly under my contracted XXXX mile allowance 36 months of on-time payments at approximately $ XXXX Lease termination date : XX/XX/XXXX Dealer state buyout : {$19000.00} ( Reference # XXXX ) Wear and tear policy : Up to {$5000.00} coverage Vehicle condition : Fair to good FAILURES BY HYUNDAI MOTOR FINANCE : 1. LATE FEE ON A TAX DISCREPANCY OF {$11.00} After 36 months of perfect payment history, I was assessed a late fee of {$16.00} on what amounts to an {$11.00} tax recalculation discrepancy between my final payment of {$340.00} and a sales tax adjustment of {$360.00}. This is an insult to a customer who has never missed a payment and has kept this company 's lights on for years across XXXX consecutive leases. I paid {$16.00} under protest solely to protect my XXXX score of XXXX. I am demanding its immediate removal from my account and written confirmation that no adverse credit reporting has occurred or will occur. 2. REFUSAL TO PROVIDE GUIDANCE ON BUYOUT AND EQUITY Despite multiple calls, your representatives provided zero guidance, zero direction, and zero support regarding my equity position or lease termination options. I was stonewalled, given contradictory information, and had my time squandered on every single call. These representatives are reading from a script and are wholly unequipped to advise customers on basic lease finance matters. This is not customer service. This is an assembly line designed to deflect and delay. 3. FAILURE TO DISCLOSE THE IDENTITY OF YOUR OUTSOURCED CONTRACTOR I am formally requesting the full name and corporate identity of the third party contractor your company has hired to handle customer service in XXXX, XXXX. Your representatives refused to disclose which company they work for, refused to provide their employer 's name, and deflected every attempt to identify the organization handling my sensitive financial account information. As a paying customer I have every right to know who is accessing my account, who employs them, and under what contractual arrangement they operate on behalf of Hyundai Motor Finance. This lack of transparency is unacceptable and I will be raising this specifically with the CFPB. You have hired these contractors at the lowest possible cost on the planet at the direct expense of cash paying customers like myself who have loyally leased five consecutive vehicles from your brand. Your outsourced representatives lack the training, authority, and cultural context to service American customers on complex lease finance matters. The result is exactly what I experienced misdirection, wasted time, and zero resolution. 4. THREATS OF ADVERSE CREDIT REPORTING OVER A MINOR DISPUTE I was advised that adverse credit reporting could occur within XXXX days over a dispute involving {$11.00} against a customer with a XXXX XXXX score and a perfect multi-lease payment history. Threatening a loyal five-time customer 's credit over pocket change is predatory and I will be citing this specifically in my CFPB complaint. 5. FAILURE TO DISCLOSE DISPOSITION FEE WAIVER POLICY Not one representative advised me that my {$400.00} disposition fee is waivable upon return of the vehicle to a XXXX dealership before XX/XX/XXXX a standard policy that directly and materially affects my financial decisions. This is not an oversight. This is a material omission that costs the customer money while benefiting the company. REGULATORY AGENCIES I AM FILING WITH IMMEDIATELY : Consumer Financial Protection Bureau ( CFPB ) XXXX Federal Trade Commission ( FTC ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Attorney General Consumer Protection Division XXXX XXXX XXXX XXXX XXXX My personal attorney I have leased XXXX consecutive XXXX vehicles. I have never missed a payment. I have been a model customer by every measurable standard. In return I received scripted, uninformed, unidentified outsourced contractors who could not answer basic questions, a late fee on an {$11.00} discrepancy, credit reporting threats, zero guidance on my equity or termination options, and a complete refusal to identify who is handling my sensitive financial account information. The people answering your phones are not equipped to service your customers. They are equipped to collect payments and nothing more. This experience is the reason I am leaving your brand after five consecutive leases. That decision is final. I am demanding the following in writing within 5 business days : Immediate waiver and removal of the {$16.00} late fee with written confirmation Written confirmation that no adverse credit reporting has occurred or will occur Written confirmation that my {$400.00} disposition fee is waived upon return to a Hyundai dealership before XX/XX/XXXX Written confirmation of my dealer state buyout of {$19000.00} valid through XX/XX/XXXX Full disclosure of the name and corporate identity of your XXXX outsourced contractor I expect a response from a senior executive not an outsourced contractor within XXXX business days. Failure to respond will result in immediate filing with all agencies listed above. Respectfully but firmly, XXXX XXXX XXXX ( XXXX ) XXXX Reference # XXXX Reference # 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