Vehicle loan or lease -- Struggling to pay your loan -- Complaint #5103112

Complaint Overview

Complaint ID: 5103112

Company: Hyundai Capital America

Product: Vehicle loan or lease

Sub-Product: Loan

Issue: Struggling to pay your loan

Sub-Issue: Denied request to lower payments

State: Arizona

ZIP Code: 850XX

Date Received: 2022-01-11T12:00:00-05:00

Date Sent to Company: 2022-01-11T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

Due to covid, my business and income suffered. I contacted Kia finance and requested help and asked if there were any covid options to help. I was told no. After falling behind on the vehicle by 30 days an account manager called my phone and advised that if I were able to make the payment I would then be eligible for a two month deferment. I advised that I would be able to make the payment in a few days when a client was able to make payment to me. He stated that would be fine and to call back on Monday. He advised all my calls were routed to him. However, after making the two payments ( both vehicles ) and calling on Monday, I spoke to a customer service rep who did not know who the account manager was. She did not route me to him. I passed along the information he provided and she advised I could move forward with the deferment. She was incredibly rude and asked a lot of personal and deeming questions. When she was complete and received the information she asked for the call ended. Less than 45 days later my car was repossessed. I had just been paid the evening prior and was bringing all my accounts current. My XXXX XXXX was over. When I headed to the driveway at XXXX to take my babies to daycare, my car was gone. I NEVER even received a phone call. I was under the belief my cars were in deferment. I called Kia and was advised I was almost 60 days behind and my account was not in deferment. They stated they had no knowledge of a deferment and no recording of that call or any other call from my number. Furthermore, they stated my phone number wasn't even listed on the call list. We have owned the cars for two years. I purchased them and I earn the income in our home. I have always been listed but prior to repossessing our cars they switched all contact details to exclude my line- which was listed for XXXX XXXX to my husband 's employer line and cell phone. They never once left a message- on account there is no voicemail set up!!! I paid close to {$3000.00} to have my car returned that I was told would be in deferment for two months. And even now that my account is current, the online system still shows past due balances though I pay it in full and more each month. They refuse to remove the two late payments ( 60 day lates ) from my credit and refuse to acknowledge this failure to defer the account. Kia 's sales team, financing, customer service department, all of it has been so dissapointing and unsatisfactory from the start of this purchase. We have not had a late car payment in six years! I asked for help and they denied it.. and when it was finally offered in the form of a deferrment- they repo 'd my car and marked me 60 days late.

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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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