Consumer complaint received 2023-12-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: HYUNDAI CAPITAL AMERICA
State: CA

Complaint narrative:
Good afternoon, I paid off my auto loan XX/XX/XXXX. There is an over payment due of roughly {$950.00}. I have contacted Hyundai Motor Finance, HMFC five times to get this matter resolved. 
My first call for status on the overpayment was at the beginning of XXXX after receiving a payoff letter dated XX/XX/XXXXXXXX  and the title. The agent informed me that the overpayment would be mailed 21 days of the loan being paid off. 

On XX/XX/XXXX, I called HMFC I was informed that the check was mailed and I should receive it any day. 

On XX/XX/XXXX, I called HMFC for status on the check and was then informed that the check was sent to XXXX XXXX XXXX XXXX, XXXX for {$950.00} XX/XX/XXXXXXXX  and that I would need to call them for status. I contacted XXXX and they confirmed that they did not receive the check and needed additional information to research on their end ( check number and address where the check was mailed to ). I called HMFC back XX/XX/XXXX, to obtain the information. I called XXXX back and provided them with the details. 

On XX/XX/XXXX, XXXX informed me that they were not able to locate the check. I contacted HMFC XX/XX/XXXX, I advised them that XXXX does not have the check and asked what the next steps are to have the check replaced. I was informed that a stop payment can be placed and if I would like the check issued to me directly that they would need to get a verbal authorization from XXXX to do so. I attempted to click over and call XXXX, the agent from HMFC hung up while I had them on hold. I called HMFC back XX/XX/XXXXXXXX  and spoke with another agent and was advised that I did NOT need to obtain their authorization to release the refund to me, and that a request would be sent to the back office to have a stop payment placed and the check issued to me directly. 

On XX/XX/XXXX, I called HMFC again to obtain status on the refund check and was told that the back office rejected the request and that they needed verbal authorization to have my overpayment issued to me. I expressed my frustration with the agent and explained that I have been getting mixed messages on how to resolve this. I attempted once again to get XXXX on the line, however ; I could not. 

On XX/XX/XXXX, I contacted HMFC once again, explained the situation and that I have a representative from XXXX standing by to take our call to provide a verbal authorize to have a stop payment on the check and to provide permission to have the overpayment sent directly to me. I was then instructed that they need the request in writing from XXXX. I requested to speak to a supervisor and was handed over to XXXX in the XXXX. He said that the request has to be in writing. 

I am extremely frustrated with HMFC practices, they are unfair and deceptive and outright abusive. I just want the money that is owed to me and should not take three months to receive it. 

In addition, not that this impacts me as GAP product was NOT apart of my financing I think it should be noted that the payoff letter that was issued mentioned that unearned GAP insurance premiums that are due would be cancelled-CA was not listed in the states that would be cancelled by HMFC when the law went into effect XX/XX/XXXX. I have attached a copy of the letter for your review.

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