Vehicle loan or lease -- Problems at the end of the loan or lease -- Complaint #13128787

Complaint Overview

Complaint ID: 13128787

Company: Hyundai Capital America

Product: Vehicle loan or lease

Sub-Product: Loan

Issue: Problems at the end of the loan or lease

Sub-Issue: Problem related to refinancing

State: California

ZIP Code: 91201

Date Received: 2025-04-22T12:00:00-05:00

Date Sent to Company: 2025-04-22T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I refinanced my vehicle loan and was due a refund of {$1000.00} from XXXX XXXX. The original check ( No. XXXX ) was issued on XX/XX/year> and sent to my new lien XXXX, XXXX ( XXXX XXXX XXXX ), even though their policy states that overpayment refunds must go directly to the borrower. On XX/XX/XXXX, I contacted XXXX and was told they never received the check. On XX/XX/XXXX, after speaking with XXXX representative, I forwarded an email from XXXX confirming the check was not received and should be reissued to me. She confirmed on the call that the check would be voided, and the refund would be reissued to my address, which she also verified on the call. On XX/XX/XXXX, I followed up. XXXX confirmed the check had been voided, but the reissuance was never processed. I was told to wait and check back in a few days. I attempted to follow up via multiple phone calls ( XX/XX/XXXX, XX/XX/XXXX, and more ), but was either hung up on or transferred to unrelated departments. No resolution. On XX/XX/XXXX, I was finally connected to Kias Complex and Escalations teams, who told me XXXX now requires a company letterhead from Upstart to proceed with the reissue. I reached out to XXXX. They sent a formal email directly to XXXX, confirming the refund should be reissued to me and that XXXX failed to follow the correct payoff refund procedure. I was copied on this message. On XX/XX/XXXX, I contacted XXXX again. Now they say a fax from XXXX is required, ignoring the clear written email they already received. XXXX states that any refund over {$500.00} is automatically sent to the lien holder. However, Upstarts official policy says all overpayments must go to the borrower. Based on XXXXXXXX XXXX statement above, it seems like XXXX sent the check to the wrong party, failed to follow proper procedure, and is now creating unnecessary, inconsistent documentation barriers to delay issuing the refund to the rightful owner me. XXXX even confirmed the check was voided after calling XXXX XXXX XXXX to confirm it wasnt received yet refuses to reach out to Upstart about reissuance and instead places that burden on me. I am now caught in an endless loop of unprofessional customer service, policy contradictions, and delayed refunds for money that does not belong to XXXX. I have email proof, call recordings, and a service request number from XXXX confirming the voiding of the check. Despite all this, XXXX continues to delay the refund and stall the process of the reissuance althogh all of this is becausw of their incompetence.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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