Consumer complaint received 2024-08-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: HYUNDAI CAPITAL AMERICA
State: FL

Complaint narrative:
I became ill XXXX  day after my birthday ( XX/XX/XXXX ). I was hospitalized on XX/XX/XXXX and remained in the hospital for XXXX  days following a major XXXX ( that HAD to happen or I could have died ). After my XXXX and my return home I was out of work for over XXXX  days without pay! I was a half payment due when I went into the hospital and even without pay I continued to make a way to pay Kia. Payments were made to them as follows ; XX/XX/XXXX of {$290.00}, XX/XX/XXXX of {$380.00}, XX/XX/XXXX of {$500.00} ( out of work ), XX/XX/XXXX of {$520.00} ( had just returned to work on XX/XX/XXXX ), XX/XX/XXXX of {$420.00} and XX/XX/XXXX of {$690.00}. All of these payments were made via bill payment from my bank. 

My monthly payments are {$580.00}. I contacted Kia on XX/XX/XXXX and spoke with XXXX who I processed a payment of {$240.00} ( confirmation XXXX ), on this call I requested a payment deferral, XXXX advised that I can not request a deferral until there is only XXXX payment due being that my XXXX payment had just become due on XX/XX/XXXX. She stated that I had to make another payment and set me on a payment arrangement for {$410.00}. I called back on XX/XX/XXXX and spoke with XXXX and made the arrangement amount ( sent me to XXXX in the payment center to process the debit card transaction ). I called back the following week and was DENIED to be given a payment deferral, which means the information was misleading as they're agent had previously told me to request the deferral after the arrangement was completed. 

I continued my next call to Kia on XXXX on XX/XX/XXXX where I spoke with XXXX who said I was due for {$1400.00} and had to make the arrangement of {$680.00} which I made along with their debit card processing fee for the total of {$690.00}. I asked about the payment deferral and was told I could not request XXXX. Which doesn't make sense, as I should have only been due for the payment for XX/XX/XXXX. They have been roping in late fees as part of the amount due when the late fees do NOT have to be paid upfront or in order to request a payment deferral ( I literally work in collections )! 
My next call was on XX/XX/XXXX with XXXX at XXXX am EST. I called and made a payment of {$300.00} again with their XXXX fee for a total of XXXX ( confirmation : XXXX ). XXXX said my balance remaining was {$1000.00} which made no sense as that was the amount due BEFORE I made the {$300.00} payment. I told her this and she became argumentative with SIMPLE math! I asked to set up a payment arrangement for XX/XX/XXXX for the remaining past due amount of {$480.00} for the XXXX payment and she declined stating that my account was XXXX days past due. Now I am not a rocket XXXX, but if it was XX/XX/XXXX and my payment was due for XX/XX/XXXX and XX/XX/XXXX that is NOT XXXX  days past due! I demanded at that point to speak with a supervisor. She then transferred to me to manager XXXX XXXX XXXX, who I went over all of the details from the past 5 months with and he agreed with me wholly and told me he could set up an arrangement for me to make a payment of {$370.00} by XX/XX/XXXX, as he also saw that they were lumping in the late fee amounts to the car payment amount which should not have happened. I agreed with the arrangement. XXXX advised that after I make the {$370.00} payment to call back on XX/XX/XXXX to have the deferral request submitted and I would next be due on XX/XX/XXXX. At the end of the call I asked XXXX for the Corp address so that I could file a formal complaint. 

I followed those instructions and when I got paid on XX/XX/XXXX, I contacted Kia and spoke to XXXX. I told XXXX I have an arrangement set and need to make a payment of {$370.00}. XXXX REFUSED to accept my payment and told me I needed to make a payment of {$600.00}. I told her that she needed to read the supervisors notes and advised her that they are providing misleading information and seem to be discriminating. She again refused to take my payment, I asked for a supervisor and told her that I will be filing a complaint, XXXX proceeded to shun me and disconnected the call. 

This morning I called Kia at XXXX am EST and got treated HORRIBLY!!! The agent answered the phone and he said that I broke my arrangement. I told him I was denied the ability to make the payment when I called on XX/XX/XXXX. The agent scoffed and basically told me I was lying! I told him all I needed to do was make a payment of {$300.00} because that is all I have right now and I am trying to get caught up but keep being provided misleading information from Kia. He then proceeded to tell me I needed to make a payment of $ XXXX dollars and I can not make a payment of {$300.00} because it is not enough by HIS standards! I at that moment demanded a supervisor. The agent told me I was being rude, and asked me why.. I told him I didn't want to speak with him and I kept reiterating " SUPERVISOR '', he scoffed, made noises and then asked me if I was ok MENTALLY!!!! The disbelief!!! So not only are you all lying to me, discriminating and misleading me and attempting to force me further into delinquency you are now INSULTING ME!!! Needless to say he left me on hold for over XXXX minutes, came back from the hold and just held the line typing and breathing in the background and then he disconnected the call. 

I then called XXXX and spoke with an XXXX  woman at the number for tracking with Kia  and she got me with a rep in customer service by the name of XXXX. XXXX stated that he could not help because the status of my account and I advised him that I prefer not to speak with the collections department. He promised he would get the escalations team on the line and of course, THAT NEVER HAPPENED! another disconnected call! XXXX minutes of my time wasted today. It is now XXXX am EST. I was supposed to start work at XXXX am EST. Instead I have been on the phone with Kia with no AVAIL, no assistance only more stress and headache! They are causing a mental shift. I can not sleep, I can not properly care for my child because Kia has been RUINING my life slowly over the last 6 months!!!! 

They need to be held accountable. they need to fix my credit reporting back to the time I initiated contact with them, offered them medical records, bank statement and pay stubs to PROVE I am not falsely providing them information. They need to defer the payments that are past due on my account so that I can be current and get this car paid off and from under them! And they need to take corrective action against EVERY agent I have spoken with over this half year and hold them ACCOUNTABLE for the SHITstorm they have caused in my life! I have nearly had my lights cut off, insurance lapsed and a load of other things to ensure I am paying KIA because they have made PROMISES that they refuse to KEEP!!! Someone needs to hold these people and this company accountable!

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