Consumer complaint received 2024-08-09 00:00:00
Product: Debt collection — Auto debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: HYUNDAI CAPITAL AMERICA
State: DC

Complaint narrative:
I leased a car from Hyundai XXXX in XXXX XXXX, XXXX  in XX/XX/XXXX. The car is registered in XXXX XXXX XXXX. The car was being paid through their auto-payment system in the amount of $ XXXX. In XX/XX/XXXX, I received an email from Hyundai stating that I have been charged with a XXXX  property tax. I do not, and have not lived in XXXX  besides college in XXXX. My last car that I traded in to Hyundai was also a XXXX  registered car. I told Hyundai I am not a XXXX  resident and to remove the charge from my account. I sent my XXXX  registration twice to Hyundai between XXXX and XXXX, one of whom emails was one of the managers, XXXX. I received a call in XXXX to collect a debt and was confused because I had my payments set to autopay. Hyundai told me that they had used my last XXXX months of payments to pay themselves back for paying property taxes to XXXX. I asked to speak to a manager and was told they would have someone call me back. I continued to receive calls to collect a debt and then found out in XXXX, that Hyundai had stopped my auto-payments in XXXX, which put me further in default. In XXXX, I spoke with XXXX who shared with me the plan of action to resolve this issue. He assured me that my payment of {$880.00} in XXXX would cover my payments for XXXX and XXXX so that I was up to date on my agreed lease payments. After this, because I was not having success with resolving this, I started documenting phone calls as a personal record of what was happening. On XXXX, I asked to be transferred to XXXX or XXXX, the XXXX managers of this department. I was transferred to customer assistance team member, XXXX, who told me she would message XXXX and that abatements ( getting the refund from XXXX  ), takes about XXXX weeks. I was told that I will be receiving a call back from XXXX. Hyundai called me again on XXXX, to collect a debt. I immediately asked to speak to a manager, and I was told that it was being requested. On XX/XX/XXXX, I received a call from Hyundai, to collect a debt, I asked to speak with a manager and was transferred to customer accounts who also attempted to message XXXX for me. 

On XX/XX/XXXX, I called Hyundai becasue I could not even log into my account to make any monthly payments. I was transferred to XXXX, a lead in lost mitigations. She said if I don't pay soon, Hyundai will charge off the car because I am XXXX  days past due. Because of my payments per months I owed, I was not XXXX  days past due. I shared with her what XXXX told me. She then transferred me to XXXX. XXXX apologized for not following up and said that XXXX said it would take XXXX weeks for the abatement and they advise customers to pay the property tax until the refund is received. I should not have to pay for property state tax that is not owed by me, especially after I have sent proof of XXXX  registration. XXXX said he would follow up with XXXX on next steps and that I should have received an email from Hyundai on XX/XX/XXXX with a notice that a charge off would happen at the end of XXXX. I never received an email after searching my entire email, including junk. Hyundai has my correct email address because they were able to send me the XXXX  property tax bill, as well as received my XXXX  registration card to put on my file. I paid {$880.00} that day to cover XXXX and XXXX. 

On XX/XX/XXXX, XXXX called to follow up that he was working with XXXX and XXXX confirmed that the refund was not yet received from XXXX  as of Friday, XX/XX/XXXX and that he would call me back on Thursday with any updates. 

I have not heard from XXXX since. Today 's date is XXXX. 

On XXXX, I called Hyundai because I had been trying to log into the account and still had no access and was trying to make a payment. When I spoke with Hyundai on XXXX, I was told that my car was charged off on XX/XX/XXXX. I received no notice, nor any updates on the situation for over XXXX months. The calls had stopped and I assumed that meant I no longer was in default. That was not the case. I asked for a formal complaint to be written about the situation and XXXX. I also shared that I am requesting a reversal of the charge off so that I can make a payment. 

On XXXX, I called Hyundai XXXX 's finance team to check my files and confirm that I paid XXXX  taxes when I leased the car. It was confirmed. I called Hyundai Finance back to share this information, and to make another complaint. When speaking with the call agent, he said that he would send an email to his manager, XXXX, in order to escalate the situation. 

On XXXX, I called Hyundai about any updates and spoke with a call agent who said that I am able to make a payment. I did not have my card available and said I would call back to make the payment. He said he was sending an email to his manager, XXXX, to help escalate the situation as well. When I called back to make a payment, I spoke with another agent who shared that I was not able to make a payment and the previous agent gave me incorrect information. 

It is now, Friday, XX/XX/XXXX, and I have not received any calls or updates.

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