Consumer complaint received 2022-06-17 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: IN

Complaint narrative:
Warranty was cancelled in XXXX at the dealership XXXX XXXX in XXXX Indiana, as we were paying off the loan. Was told by dealership would have refund within 14 days from cancellation. Did not receive refund allowed a couple extra weeks called Hyundai customer service they advise that they did not receive notice that product had been canceled and to reach out to the dealership. I went back to dealership and advised that customer service says they still have not received the cancellation. Dealership advised that they sent it and will send it again. Confirmed with Hyundai on XX/XX/XXXX that they received the cancellation and to allow six to 16 business days to receive the refund. 

Called back on XX/XX/XXXX was then advised that Hyundai waits 10 days to process a refund after receipt of request and they would be sending it that day and that I would have it within 30 days. 

Called back on XXXX to check status as I had not received it and we were approaching the 30 days. Was advised at that time that it was still pending and that they would send a request to release if not done by XX/XX/XXXX allow up to 5 - 7 days from that date. 

Called back on XX/XX/XXXX advice still pending allow a few more days. I was told that they would reach out to that department and try to get a better estimated time as the payment processing department were behind and processing request. Called back a few days later only to find out that that request had never been sent. And was assured it would be sent right now. 

Called back on XXXX still pending no response from the management request to the other team and none of the representatives I talked did give any more information. Supervisor unwilling to follow up on request sent for an update and told me I just had to wait there was no one else to escalate to there was no other avenue to try Call back on XX/XX/XXXX advised still no response from the management inquiry and that the department will still behind. Advised that this was unacceptable and I wanted to speak with someone who could check on the payment process department and why they are so far behind. 

I was told that I could mail in a complaint to the care team and they would review within 30 days. Only after I said that was unacceptable and asked specifically if they could contact the care team did the representative advised that she could open a ticket for the care team to investigate and it would be 3 to 5 business days and someone would contact me. 

If I had not asked the specific question they would have put me off for another 30 days before having someone look into this. 

XX/XX/XXXX called back again today and was advised that refund is still pending. The care team had reached out and request was being sent for management approval due to the amount of the refund and that they would update account when more info is available - still no eta on when I can expect to receive my refund. 

I sold my vehicle on XX/XX/XXXX XXXX close out my account the first week of XXXX and it is now XX/XX/XXXX and I have not received a refund that I was initially told would take 14 business days. I have also been yelled at, hung up, left on hold for over 40 minutes and then disconnected and transferred to the wrong department during my many attempts to work this out. 

I advised 3 weeks ago, that f I could not get more information and an estimated time frame that I would be filing a complaint with the CFPB. Well I feel I have been more than patient and thus I am filing this complaint

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