Kia Motors Finance

Review: I've leased all kinds of vehicles and have gotten out of leases early. My last lease from KIA was the same I paid the entire 39 months and purchased another car.(tried to lease another kia but no deals were available). several months later I received a bill from Kia for $1,356.30 so I called the number on the bill the person that answered the phone said didn't you read your contract and didn't want to deal with me any further. I then asked for his supervisor ([redacted] was her name) she said the same thing so I ask for her supervisor she refused to give me any information about her supervisor but she did say I will leave her a message to call you. over two weeks have past and I still didn't hear from her. I needed them to explain why they are charging me this price. Not only did I meet my contractual agreement they received the car earlier with so much less mileage meaning the car was more valuable .Desired Settlement: How did they come up with that figure and why do I have to pay it. this service makes me never want to buy another car from them and to tell every one I can about this.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: Paid off 2007 Kio Rio. Was Financed through Kia motor finance. Have 2 notarized originals letters from Kia indicating such is paid in full and Kia no longer has interest in vehicle. Requested the title back in beginning of Jan. Verified at that time and several other follow ups correct mailing address listed here several times. Rep stated Title and pay off letter would be sent begin Jan and also a fax to car dealer purchasing my Kia. Nothing happened. Car dealer said the same. Numerous calls back to Kia, stated items were sent on some calls not sent on others. Address verified. Now mid Feb no title. Kia states as of this morning Feb 10th they sent it end of Jan to an old address that I haven't resided at in over a year. Confirmed they "did" have my current address.

I am concerned they have either lost or misplaced my car title. We have locking high security mail boxes at my home and it has not been tampered with. They also failed to update my current address which they ask for each and every time you call them. Each rep I contact has a different story. The car is paid off, and I really could use the title.Desired Settlement: My car title... 2007 Kia Rio. The car has been sold.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: Kia Motors Finance was notified over a month ago about the total loss of my car that was financed with them and an insurance payoff was given, I had a payment due on 11-19, but was informed that once I cancelled my gap insurance and warranty that was purchased & financed with Kia Motors Finance that the check for that refund would be applied to my balance, however below is a screenshot of my online payment history and Kia Motors Finance has clearly applied that refund check as a payment charging interest to that refund check, which is not appropriate considering I was informed that it would be applied directly to the payoff balance.

Effective Date Transaction Type Balance Amount Transaction Amount Payments Principal Interest Late Fee NSF Other Expense

11/12/2014 Payment Regular $11,415.87 $418.22 $418.22 $239.53 $178.69 $0.00 $0.00 $0.00 $0.00

10/03/2014 Payment Regular $11,655.40 $477.07 $477.07 $148.93 $303.14 $0.00 $0.00 $25.00 $0.00Desired Settlement: I would like for that interest payment and any differences to be refunded directly to me considering that $418.22 was suppose to be applied directly to my principal balance and not posted with any interest because this was not a regular payment and it was a refund sent in to Kia Motors Finance for the cancellation of my Gap Insurance and Warranty, so my request is that this refund be applied accordingly directly to my principal balance and a refund sent to me!

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: Problem is when less than 30 days late they are constantly calling while at work and through out the day and weekends. Spoke with a rep back in January and told them my situation due to being late and he responded that they would still call until payment was up to date but to tell others to look at notes on the computer. So I answered a few days or a week later getting aggravated with the calls and responded to what the other rep had told me and there supposedly were no notes as to my situation. My biggest issue was yesterday morning at 8:40 or so in the morning on Sunday and my phone rang, I replied really and the rep replied yes we start at 8 am calling. I had just made a partial payment on Friday and will make the remainder before I'm 30 days behind. I am aware I am behind but it is less than 30 days and do not need a constant phone call reminder and especially at that time of the morning on a weekend.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: I leased a Kia Sorrento from one of a Kia dealership in my area. The dealership which I selected got sold soon after I took the car. In the transition, they lost my papers or didn't act upon my papers. I tried contacting old dealership, new dealership and Kia Motor Finance and no one had a clue about the contract. KMF make a hard pull on my credit in Jul 2015. Again in Oct 2015, there was one more pull. When I contacted, I was told that I still don't exist in the system. I reported a fraud and blacklisted KMF. In Dec, I was approached again by KMF and I was assured by the regional Head Mr. [redacted] that he will make sure there are no credit pulls on my credit and they will mpve forward with old records. He requested me to get the fraud alert removed for KMF. On his word, I got the fraud alert removed. Again in Jan 2016, they made one more credit pull on my credit.

When I am trying to reach the customer service, I am getting no response. I posted on [redacted] and also I posted on Twitter but still no response. I am not sure how this company operates its business.Desired Settlement: Please get the additional credit pulls removed from my credit report. These hard pulls are negatively impacting my credit ratings.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Per the customer’s request, we have sent a request to have the inquiries removed from his credit report.

KMF would like to thank the customer for taking the time to contact us. Again, we sincerely apologize for any inconvenience the customer may have experienced and we will strive to improve our service in the future.

Should the customer require any additional assistance, he may contact a Customer Service supervisor at [redacted], Monday-Friday, 8AM-9PM EST.

Review: I asked for a payment extension for a upcoming car payment that was due. It was granted. I was never told that I/We

had to sign a form to complete the transaction. As well as the form was never sent. I called inquiring why my payment still showed due on their website. They explained that we never signed the form. They sent me the form and I immediately faxed it and mailed it in. This caused a late fee. The late fee was not our fault because the original letter was never sent. I have now caused a late fee to occur in error. KMF is not willing to remove it because they state that they already removed one for me in 2015. THE ONE THEY REMOVED WAS KIA'S MISTAKE NOT MINE.Desired Settlement: Simply credit my account $18.23 because they waive late fees as a one time courtesy. They should not hold their error against us.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

We have waived the late fee in question. The monies paid toward the late fee will be credited toward the customer’s next monthly payment.

KMF would like to thank the customer for taking the time to contact us. We are committed to providing our customers with excellent service and their satisfaction is important to us.

Should the customer require any additional assistance, he may contact a Customer Service supervisor at [redacted], Monday-Friday, 8AM-9PM EST.

Review: On December 3, 2014, I observed that Kia Motor Finance had withdrawn a 2nd payment from my bank account for the month of December 2014 without my authorization. I contacted Kia Motor Fiance by phone on 12/3/14, at which time I stated that they needed to refund the 2nd payment that they drafted without my consent from my bank account on this date. They stated that because my account was set up for automatic draft, even though I had already made the payment for that month 2 days earlier, the payment drafted anyway. Instead of issuing a refund as requested, they placed me on hold while cancelling my automatic draft for future payments & transferred me to a customer satisfaction survey without confirming that my request was complete. On 12/4/14, I contacted Kia Motor Finance by phone again requesting a refund of the 2nd payment. I was told it would take up to 15 business days (3 weeks) for the refund to process, or I could fax a copy of my bank statement showing both payments have cleared my bank along with a request to refund one of the payments, and then they would issue me a refund by check within 7-10 business days (2 weeks). I faxed these pages as requested, successfully received at 8:46 a.m. CST 12/4/14. At 9:26 a.m. I called KMF again to confirm they received the fax. I was told they had no way to contact anyone to confirm it was received, they have 72 hours (business hours, aka 5 more days) to enter the request in the system and then the 7-10 business days would begin to issue my refund that they were not authorized to bill me for in the first place. No one is willing to help or transfer me to someone who can or will. The only other option provided was to WRITE a letter to corporate HQ and they refused to provide a phone number for anyone who could help me, much less would. Meanwhile, they have $296.21 (nearly $300) of money that I need to use on Christmas presents this month for the children in my home.Desired Settlement: I want a refund of the $296.21 that they were not authorized to withdraw from my bank account in the first place, and I want it immediately... not 3 weeks from now on Christmas Day.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: On or around June 22, 2015, I called Kia Motor Finance to see if I could get an extension on my July payment. I was told by Kia that everything looked good for the extension and all I had to do was fax back the paperwork they were going to mail me. I received that paperwork in the mail on June 27th. I filled out the paperwork and faxed it back the morning of July 1, 2015. I logged into my online account on July 6 and noticed that it was still reflecting that I had a current payment. I contacted Kia immediately to make sure that they had received the paperwork. I was told they had, that it had been approved and would simply take several business days to update and reflect on our online account. I checked a week later, July 13th, it had not updated. I called Kia again. The person I spoke with said everything was fine, the update to our online account would simply take more time. I checked again on the 20th and the 27th of July and nothing had updated online. I called both times and was assured that everything was fine. The gentleman that I talked with on the 27th that it would update no later that 48 hours. I was very concerned at this point, because it was showing past due and I always make my payments on time. The gentleman assured me that if it reflected on my credit that Kia would take care of it, because the problem was on their part not mine. I received an unpleasant call on August 2 from Kia asking me why my payment was 25 days late. The woman was very rude and would not even give me a chance to explain that I had been trying to resolve this for a month. She basically said it was my fault. She stated that the paperwork they had was outdated. She said they had been trying to email me. They were using an old email address. I updated my email address with them 10 months ago and receive all my statements every month. I went ahead and paid the payment I was trying to get an extension on. I would like to at least credit back my account for the late fees I was chargedDesired Settlement: I would like any negative information that has been reflected on my credit removed. I went ahead and paid the payment I was trying to get an extension on. I would at least like the late fee of 19.14 to be credited back to my account. The account would never have gotten past due if Kia would have informed us of any issues the first time we called.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: My husband had a car accident on 6/17/14 which resulted in the total loss of my 2013 Kia Optima. My insurance company, Geico, and I have contacted the lein holder, Kia Motor Finance, on multiple occasions. They have not processed the paperwork, which they state should turn around within 10 days, resulting in added expense and my inability to purcahse a replacement vehicle. it has now been 30 days since the accident with no resolution in sight. Whenever I call to find out information, they state that it take 24 hours for their system to update and to call back tomorrow.Desired Settlement: I want them to process the paperwork necessary for my insurance company to pay them. I also require a letter as proof that the lease is paid off so that I may purchase a new vehicle.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: In April 2013 I leased a Kia Optima for 3 years. The payment was $255 a month. Towards the end of my lease I received a great offer from the same dealership for a new Kia. But, I had already paid off my Optima lease in advance til it's end date. I called Kia and asked them if I purchased a new Kia would I loose the $748.00 credit that I had paid them in full if I returned the vehicle early. They assured me that they would just cut me a check back. So, I turned in my Optima (no damage perfect conditon) and leased a new Kia K900 on December 31 2015.

I never recieved my $748 back. I called sevreal times, was told to wait 45 days. Never got it. It has been well beyond that AND they are giving me the run around. First my money was in "recovery" then it was in a "suspense account", they transfer me relentlessly and each agent had a different story. They promise to have a manger call me back and they never call. This past Tuessay I was advised by operator "Kris #402037" that the Optima went to auction after I returned it. Kia sold it for almost $3000.00 under its value at that auction. He told me they have taken my $748 to help make up the difference of the sale and have mailed me a bill for the remaining amount. How can this be? No one would ever lease a car if this were true. If they sell my car for less than its worth AFTER the lease is returned I AM responsible for the difference!? If it went for $10,000 I would owe $6,000? CANT Be!!! These people are taking my $748 and now trying to scam me out of more! I called the dealership and the owner there said he never heard of such a thing....Please help me. I just want my $748 back and No BOGUS additional bill. HELPDesired Settlement: I want my $748 back. And a letter advising my that Optima lease was satisfied in full and I owe them nothing. Because it's the truth!

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: On April 25th, 2015 I began the process of transferring my leased Kia title to the state of Pennsylvania. It is now June 29th, 2015 and the documents needed to register my car with the new state that I live in have yet to be sent. Since early May, I have been continuously given inaccurate information by Kia customer service representatives- the first regarding the very process of how to request the title information I was looking for. Currently, they cannot be processed because their title department is first processing the name change I submitted on May 11th, 2015. I have called over 20 times during the past three weeks as I cannot register my car until I receive the approval through the state of PA. I have no vehicle to drive and continue to have to pay Kia for the time that I have not been able to use the vehicle because do their own inability to function efficiently and relay accurate information. Last week, I was told the documents were sent on Friday, June 19th to the state of PA. Today, when I called requesting the tracking number for the third time for those documents (each time I was told it was unavailable and that they could call me back-I received no calls), I was told that information was incorrect (four people told me it was sent out just last week) and that they were still processing my name change. The supervisor I was transferred to could give me no information regarding the processing timeline for the title transfer documents and continued to type on her computer while I was explaining my situation. I was forced to send my plates back to NYS on June 17th, after my insurance company pulled some strings to get me an extension on the plate return deadline (Kia has not offered to help at all). It's clear the the delay is caused by Kia- they received my name change over a month ago and only decided to change it on my title when they received my title transfer request. The name change should have been completed weeks ago, instead of now.Desired Settlement: I desire for an expedited processing of the title transfer request as well as a refund for the money paid to Kia between June 17th, 2015, when I could no longer drive my car in the state of PA, and the date that I am able to successfully register my car.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: On Feb 11, I requested a defer-ment for Feb payment, was approved for medical, advised would be mailed to me, nver received called in repeatedly spoke with several cust service people each time assurred would be handled, I recommended fax form to dealership and have faxed back to me, advised would do called and advised after 5 days, would take another 10 days, I had no choice but to borrow the funds from family, this was an attempt I believe to take possession of the vechile they wanted to buy back I refused, no problem with suv, love it, never late before this incident, I am extremely upset that cust service make commitment and have no intention of honoring them. Would not have late pmt on record, it would be at then end of my pmt, this company is corrupt, as they stole my back up camera after I purchased the vechicle and told me the salesperson did not show me it, I only looked at this vechcle.Desired Settlement: The company needs to keep commitment to customers, and they word should be binding, and not lie to customers and cause harm to their credit.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: This company has been an absolute joke from the beginning. I've reported Kia once already for the problems they wouldn't fix with my car when it was brand new and here I am again with another problem. I lost my job and fell behind on payments which is my own problem. I made a payment once I finally started working again and obtained a paycheck. My payment was upwards of $389.00. I walked out my door to go to work and my car was repossessed. Come to find out $300 of my payment wasn't even applied to my car payment!!!! Fine, my own fault on being laid off. What pisses me off is I did as I was asked and submitted my proof of insurance sometime after 8:00 am. I've been in contact multiple times throughout the day (Friday) cash in hand to pay for the car and the ridiculous fees they're asking for. It is now going on 3:00 pm while I'm waiting for an "approval" to even tell me if I can get my car back at all. This is the most ridiculous practice I have ever heard in my life. I have almost $2,000 cash in my hand and meanwhile they're costing me more money because now since it's the weekend I will be charged extra fees for my car to sit on the lot. Believe me when I say I never in my life will ever purchase from Kia, recommend them to anyone or leave a good review for them ever. Aside from the issues I have already dealt with on this lemon of a vehicle, I'm now paying extra fees because the company is slow and requires an approval to receive cash. Not to mention almost every person I spoke with was extremely rude and unhelpful. I wasn't even given an opportunity to speak. I was constantly being interrupted and spoke over until I had no choice but to disconnect the call. I will absolutely be making sure I let as many people know as I can not to deal with Kia on any level. Especially since I know many people who are constantly buying cars.Desired Settlement: I'm sure because this company wasn't even willing to fix the engine problem my car had when it was a brand new purchase, I'm sure I can't expect a refund of the fees you're costing me over the weekend. Just know I will take this as far as I can get through the media, Internet and word of mouth. I will make sure to promote business to your competitors instead.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

The customer’s vehicle was recently repossessed due to delinquency. The customer was informed of the process and method to make payment and has reinstated her loan. There are no fees to be refunded to the customer.

As for vehicle repairs, she would need to discuss those concerns with the manufacturer, Kia Motors America.

KMF would like to thank the customer for taking the time to contact us. We are committed to providing our customers with excellent service and your satisfaction is important to us. Without customers like you, holding us to the highest level of customer service, we would not recognize where we have the opportunity to improve our processes. Again, we sincerely apologize for any inconvenience you may have experienced and we will strive to improve our service in the future.

Should the customer require any additional assistance, he may contact a Customer Service supervisor at ###-###-####, Monday-Friday, 8AM-9PM EST.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I went to unnecessary lengths to obtain my vehicle. There was no call, no message, no anything to advise me where my vehicle was. For all I knew it could of been stolen! I didn't get any information until days AFTER I got my vehicle back that it was reposessed. I find it completely unnecessary that I called your company at 7:30 in the morning, send all the required information and have cash in hand and I was not "allowed" to get my car until a manager "authorized" it. Conveniently they waited to authorize it until after the place closed and I was forced to pay fees for the whole weekend. Your process is ridiculous and I will continue to spread the word not to buy from your company. You're an absolute joke.

Regards,

Business

Response:

Per our previous response, the customer’s vehicle was repossessed due to severe delinquency. Prior to repossession, the customer was sent numerous statements showing her past due status. In addition, she was sent the required Notice of Default and Right to Cure letter.

Once repossessed, the customer was required to go through a reinstatement process. Her reinstatement application was processed per established procedures and was not delayed. Once a decision was made, the customer was advised of such.

Should the customer require any additional assistance, she may contact a Customer Service supervisor at ###-###-####, Monday-Friday, 8AM-9PM EST.

Review: In early November, I was interested in buying out my lease so that I might own my 2014 Kia Optima. I took out a loan with my bank, and called Kia Customer Service to recieve a payoff quote and figure out next steps. I was instructed to send my payoff check to HCA Inc. in Illinois. I sent the check as instructed, and after receiving the check, Kia called to inform me that, as a resident of Pennsylvania, I needed to process the payoff at a local Kia dealership.

Speaking with Customer Service, I was told that the check would be sent back to the issuing bank. I was told that the check would be sent out immediately and would take 7-10 business days to arrive at the bank. I called Customer Service to confirm that the check was sent out, and I was told that it was put in the mail on 11/6/2015. After 7-10 business days, I called the bank to see if the check had arrived, and it had not.

I called Customer Service again, and was shocked to learn that a) Kia had cashed the check out and issued a "refund check" of their own, and b) that their refund check was cut on 11/12/15 and mailed out on 11/13.

Now, because Kia cashed the check, I have interest accruing on a loan that has not been used to payoff the lease. I now owe the bank 1-month's payment on their loan - plus interest - because Kia cashed the bank's check.

What's more, I called Customer Service on 11/23 and was informed that their refund check was actually sent out on 11/17, and (with the holiday) 7-10 business days would amount to the check arriving in the first week of December.

I then asked for a stop payment to be put on the exisiting refund check and that a new check be overnighted directly to the bank. I was told by a supervisor that they could not stop payment until 30 days after the inital check was sent out and that no concessions could be made.

Because of misinformation and poor customer service, I now owe my bank more money than was loaned and I am completely discouraged from buying my 2014 Kia Optima.Desired Settlement: I would like for Kia Customer Service to acknowledge the financial burdens that have been put on me because of their misinformation and decision-making.

At the very least, I would appreciate if Kia applied credit for my next month's lease payment, since I will now have to pay over $500 to the bank because of Kia's slow movemnt on returning the funds to the bank. Also, if Kia had just sent back the original check, the bank could have voided it and recived their money in full. I now owe interest on a loan that was taken out for the sole purpose of a lease buyout; a buyout that never occured.

Business

Response:

At Kia Motors

Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our

attention and allowing us the opportunity to investigate and respond to this

complaint.

The refund check has been issued

and will be delivered to the customer's credit union via FedEx

Overnight Delivery. The customer has been provided with the tracking

information by a Customer Service supervisor.

KMF would like

to thank the customer for taking the time to contact us. We are committed to providing our customers

with excellent service and their satisfaction is important to us. Without customers like this, holding us to

the highest level of customer service, we would not recognize where we have the

opportunity to improve our processes.

Again, we sincerely apologize for any inconvenience the customer may

have experienced and we will strive to improve our service in the future.

Should the

customer require any additional assistance, he may contact a Customer Service

supervisor at [redacted], Monday-Friday, 8AM-9PM EST.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I refinanced my car in Oct. 2014 with [redacted]. On Oct. 10th, I sent the refinance check via certified mail to Kia Motors Finance who cashed my payoff check on Oct. 17th. The following week, I noticed my account had failed to be updated and upon discovering this problem I began to make several phone calls to them so we could resolve this issue. They then told me that they have no record of my check ever making it to them and I provided a tracking number so they could see that the check was received on Oct. 13th. After several attempts to resolve this, I was asked to send in a copy of the check and I would get a phone call back. I did not receive a promised call back, so a few days later I called back, then was told I didn't send a check, so I again sent them proof. During the course of Oct to Dec, I talked to several different people each asking for the same thing that I had previously faxed over. I started to receive calls from their collections department saying my account was not current when in fact it had never not been current. I finally took it upon myself to get a copy of my check from [redacted] that had Kia's numerical signature on it and sent it over to them. It was finally discovered on Dec. 2nd that Kia Motors Finance had not only received my check but they had applied it to ANOTHER account that was not my own. They failed to apologize, it was embarrassing to be called by collections, be worried about a repossession, our credit taking a hit, and getting our title over to our current lien holder, when this all could have been handled in a timely manner had Kia Motors Finance did their job and at least worked with me, instead of failing to call back and help find my check that they misplaced. During the course of all the phone calls, not one customer service representative or manager assisted me in a professional manner to resolve this issue when the answer was in front of them the entire timeDesired Settlement: If my wife or I's credit has been effected in any way because of this I want a letter written to the Credit Bureau admitting to their fault and all credit restored to the manner it was in before this took place. I also want a letter of apology to my family and [redacted]. I think it's fair for some sort of compensation for having to go through this when the entire time it was an error on Kia not me. I also would like that ALL staff in customer service be trained in the correct manner on how to deal with customers and their problems and how to resolve them in a timely manner.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: I am changing 2 license plates from the state of CO to the state of VA (Jeep and KIA); both Jeep and KIA have the titles and I am paying loan payments to both; both loans are current and never had a late payment

1- I have successfully gotten plates for the Jeep from the state of VA by having Jeep email me a copy of my title to use to take to the DMV

2- I called 9/11/15 during my work and sales person confirmed that a copy of a title would be sufficient to produce to state of VA to get new tags and promised to fax either 9/11/15 (Fri) or 9/14/15 (Mon); email for them is not an option which is astounding as my email connects to my loan

3- I spent parts of Monday and Tuesday from my work day checking the fax; no fax was received on the machine or in the directory

4- I called back Wednesday and the new sales person says first that the fax was sent Monday; then says they can re-fax, then says they can't because what they would send wouldn't be sufficient for new tags; this salesperson then says I have to request an original copy of the title in writing and ask them to send it directly to the DMV

5- I called back Thursday and speak with a manager; the manager confirms a copy would be sufficient and offers to fax a copy after I request via fax since my voice which is being recorded isn't obviously good enough; after explaining the issues and requesting that it be done today SINCE THIS IS 6 DAYS LATER AND THEIR ERROR, THE MANAGER TELLS ME 5 TO 7 BUSINESS DAYS, WHICH IS NOW LATER THAN THE 1 BUSINESS DAY TURNAROUND TIME THAT WAS PROMISED BY THE FIRST CUSTOMER SERVICE REP AND THEY SAY WAS FAXED.

For the record, I would not have filed a complaint if the manager (1) cared at all about his customer and (2) they acknowledged their errors and made it right by processing my request instead of putting me at the back of the order even though I began the process a week ago AND MADE NO MISTAKES.Desired Settlement: There are 2 time ranges involved here.

1) Today I am spending time to file a compliant; I am not requesting retribution for this time frame

2) Today I faxed the request (3rd interaction and request with KIA) and I have to wait 5-7 business days as that's their S.O.P.; I am not requesting retribution for this time frame

3) The original call date and request via phone (9/11/15 - 1 hour); 9/14 & 9/15 of checking the fax (1 hour each, 2 total); Calling to dispute erroneous information (9/16 - 1 hour); calling to inform manager of EGREGIOUS failure in duties of 2 customer service reps and to get the real information (1 hour) is 5 hours of my work day interrupted for nothing; I am a full time EE so the actual compensation compromised by KIA is 5/2080 * $115000 (my base salary) or $276.44 which I would like credited DIRECTLY TO PRINCIPLE on my loan.

Consumer

Response:

Desired Resolution - an apology and a credit to the principle balance of my outstanding loan, justified as follows:

Review: Kia Financial sent a complaint to the credit agencies in my name that negatively effected my credit without notifying me personally that the monthly payment had not been received. I sent a letter to them explaining the issue involved my daughter's checking account that had been frozen without her knowledge, where the automatic payments were being sent from. I informed Kia Financial that if I had been personally notified, I would have made an immediate payment over the phone or by internet options for payment. The vehicle loan is in my name. The late payments were made as soon as I became aware of this issue and the loan is now in good standing. My only request was for them to write another letter to the credit agencies to remove the negative report.Desired Settlement: Kia Financial to correct the credit report to the credit bureaus based on the fact that I was not adequately informed of the late payment on my leased vehicle.

Business

Response:

At Kia Motors

Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our

attention and allowing us the opportunity to investigate and respond to this

complaint.

For the payment due on

6/26/2015, a payment was made on 6/24/2015.

That payment was returned for Insufficient Funds. A replacement payment was then made on

7/24/2015, which was returned for the reason Frozen Account. A third replacement payment was made on

7/31/2015, which was also returned for Insufficient Funds. A valid payment was made on 8/5/2015 for the

6/24/2015 payment due date, when the account was 30+ days delinquent.

The July statement, mailed

to the complainant at the address on file, which matches the address provided

to the Revdex.com, advised no payment was received in June.

The credit reporting history

for the account is accurate and we will be unable to remove the delinquency in

question.

KMF would like

to thank the customer for taking the time to contact us. We are committed to providing our customers

with excellent service and their satisfaction is important to us.

Should the

customer require any additional assistance, he may contact a Customer Service

supervisor at [redacted] Monday-Friday, 8AM-9PM EST.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The July statement was not received by me, I not receive monthly statements. The payments were set up to come out of my daughter's account from Eastman's Savings and Loan. The bank did not inform my daughter about the frozen account until the August 5th. A payment was made on that date and the account was brought back to normal. This was the only time the account was delinquent. I firmly believe Kia should forgive this delinquency based on these facts and that it was my first offense. Sending a letter, which I never received is an inefficient way to be sure that the customer has been notified. Kia should have called me or sent an e-mail message bringing this issue to my attention. My credit is very important to me and I can assure you, if you check my past record, that this has not happened to me in the past. If customer satisfaction is so important to Kia, then why can't this be resolved. I am not at all satisfied with their handling of my case. If they wanted their payment, more effort other than sending one letter, which again, I did not receive, should have been taken to ensure I was dually notified.

Review: I rescheduled my payment from 7/11 to 7/15 because that's when my deposit would cover it. On 7/11, they took the payment out causing overdraft fees and potentially causing another payment to bounce. I called seeking reimbursement because they didn't follow through with the arraignment and was told several different stories as to why the won't do it. One was that I rescheduled it to 7/11. That's the normal date. Then I didn't actually reschedule the payment, I rescheduled when the collections calls would start. I then spoke to a supervisor who said I didn't reschedule, I added an extra payment to come out on 7/15. I asked her why was it that when I called to make sure it went through right, it said my next scheduled payment was 7/15. She said that a recurring payment is not a scheduled payment. I was told u would not be refunded the payment. At the time, all I was asking was my overdraft fee of $33. Then I realized I'm over drawn $136 today, with my utility payment still out. I can't afford to eat this due to their either mistake. IDesired Settlement: I want my fees that have already incurred and ant future fees resulting from this returned to me.

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: [redacted]

8/18/14

Kia Motors Finance

PO Box 20825

Fountain Valley, CA 92728

Late Payment Removal Request for Account# [redacted] To Whom It May Concern:

I have been a loyal member of Kia Motors Finance for 2 years and couldn’t be happier with my decision to join the Kia Motor Family. I am thinking of getting a new lease within a few months, we really love this car!

Unfortunately, in 2013 I took advantage of our relationship and failed to submit my monthly payments on time. It was an exceptionally busy time and my life as I was balancing the opening of a new business while studying for the CFA to fulfill one of my long standing career goals. Now that I have found a prosperous balance in my life I honestly cannot associate with the person that let these payment obligations go unattended to. I fully respect my obligations with Kia Motor and would like to work out by mending my relationship with you by regaining your trust. As you can see, I have been on time ever since.

Recently, I have begun search for a more financially rewarding career in business and it has come to my attention that my late payments with Kia Motors Finance may negatively affect my chances of obtaining a career in the field I am pursing. As you may know, FICO scores are being used more and more in the selection of prospective job applicants.

In light of my renewed focus and demonstrated commitment to rebuilding my trust with your company, I am requesting that you give me a second chance at a positive credit rating by revising the late payments off as reported on my Experian files. I sincerely hope Kia Motors Finance believes in their customers and I humbly request your consideration to allow me to pursue the career of my dreams. I appreciate your time and look forward to receiving a favorable decision from you department soon.

Regards,

[redacted]Desired Settlement: Removal of late payments

Business

Response:

At Kia Motors Finance (KMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.

Review: It came to my attention in February that Kia Financial was reporting me late to the credit bureaus when in fact they failed to timely process extension paperwork and misapplied several payments. After a week of dealing with several customer service reps and supervisors and being told that I needed to learn how to make my payments and that I was 120 days delinquent and they could repossess my vehicle I locayed information to contact corporate. Once corporate was contacted my bureau was updated within 5 days to reflect no negative reporting and all payments were conveniently located. When I recontacted corporate to get a copy of payment history I was accussed of having litigation going on and was advised by the corporate contact - [redacted] to contact customer service from here on out. Yhey did not hold up their responsibility as a financial institution. The one week I attempted to resolve issue with customer service I spent nearly 7 hours on the phone. I was spoken to unprofessionally, threatened with reposession and very inconvenienced. I would like to terminate my relationship with Kia Financial due to their inability to be responsible and have all monies refunded that have transpired during our highly inadequate business relationship. On the date of purchase I was advised by Billuon Kia to go ahead and fill out credit app for not only myself but husband also... he was at work at the time. They advised that since I was his spouse I was able to. I went ahead and did so...was approved and was sent home with the car. When my husband arrived home days later we went into the dealership where he was required to backdate all paperwork for vehicle...Desired Settlement: I would like Kia Financial to apologize for the large inconvenience, refund money already paid and take possession back of their vehicle....

Business

Response:

I am writing in response to a complaint, received by your office, filed by Ms. [redacted] and addressed to Kia Financial Services (KFS), which was forwarded to me for review and reply. In it, she expresses dissatisfaction with the handling of her account, as well as rude and unprofessional treatment by customer service during efforts to resolve the issues with her account. She also expresses concern with the handling of the purchase transaction by Billuon Kia. As a desired settlement, Ms. [redacted] seeks an apology, refund of funds paid, and for KFS to take back the vehicle.

In light of her complaint, we reviewed our records to determine whether Kia Financial Services has actually financed a vehicle under Ms. [redacted] name. Please know, we were unable to find any open accounts under her name. In addition, the account number provided in the complaint is not a KFS account number.

With respect to Ms. [redacted] concerns with Billuon Kia's handling of her transaction, KFS was not a party to the transaction. While the dealership sells vehicles manufactured by Kia Motors America, Inc., the dealership is not owned or operated by Kia Motors America, Inc., or KFS. Based on our review of Ms. [redacted] complaint and our records, we have concluded Kia Financial Services is not the correct company to address her complaint.

Thank you for writing.

Sincerely,