Consumer complaint received 2020-11-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account status incorrect
Company: HYUNDAI CAPITAL AMERICA
State: AZ

Complaint narrative:
On XXXX XXXX I was involved in an accident with my XXXX XXXX that caused it to be totaled. At the end of XXXX my Insurance told me to request Payment History from Hyundai so I can provide it to GAP. XXXX was my First-time requesting Hyundai to send me my Payment History on my totaled XXXX  XXXX XXXX. XXXX told me that they were going to email me the requested documentation. This is the first occurrence of me never receiving the information. I gave until the end of XXXX in case there was a delay which I then had to call Hyundai again to put in a second request. I spoke directly to customer service and asked them to send the requested Payment History to by my email and my Sons email since we are both on the account. I was informed that they would email it to both of us as well as mail it out directly. Again, I never received either format they said they would send it in. Unfortunately, I did not have another opportunity to request the documentation again until XXXX due to being sick. I was at last able to receive an email from Hyundai on XX/XX/XXXX but could not open the attachment provided on it. After XXXX attempts of trying to open the attachment, I had to call Hyundai again on XX/XX/XXXX to put in the request again. They proceeded to tell me that it was a back-office problem and they would email the request again for me. I was also reminded that everyone is working from home and that I should be patient. As I understand and was being very patient, I asked them again to please send it since I could not open the original. I, once again, never received the requested History. On XXXX, Hyundai put my car on an unpaid debt status even though they knew I was trying to get documentation from them in order to provide it to GAP so it can be paid off. I never heard back from them after the negative status change. Sadly, I had to request the documentation several more times after this occurrence but never received it. At the end of XXXX, I called Hyundai again to inform them that I am going to get a lawyer involved if they do not send me the requested Payment History. It was at this time I was finally able to receive the paperwork one week later. It is now sent to GAP and is in the process of being fixed. The problem I am running into right now is that this entire process and disregard from Hyundai has caused my and my sons credit to drop more then 50 points causing us to be below XXXX credit score. I have been trying to move and rent a house for a month and a half now but keep running into the same issue. Credit. I need to have this removed from my and my sons credit so we can return to our original credit score before this dreadful situation occurred with Hyundai and so we can finally move as weve been needing to. I appreciate you taking the time to read my complaint and assistance on this matter. 
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