Complaint Review: Kia Motors Finance - Fountain Valley CA

Kia Motor Finance as the worst customer service ever. My issue started on Jan 1st, 2020. I made a car payment on Jan 1st forgetting that the month prior (December 2019) I setup autopay to take the payment out of my checking account on the 2nd of every month.

I recognize this on Jan 3rd which was a Friday around 6 or 8 p.m. so when I call customer service, I can't talk to anyone because it was after business hours.  So basically, I just wait till Jan 6th to call customer services again. After waiting for 20 minutes I finally got talk to someone and explain my situation.

She put my refund request and told me "It would take 15 days to get my refund" which I had no problem with. After checking my mail and not seeing a check from Kia, I called customer service again on Jan 29th. They told me everything went through and the check has been mailed off and You should get it in the mail in 5 to 7-day business days. No biggie I said to myself.

Ten business days pass, still no refund check. Called them again on Feb 13th. I ask to speak to a supervisor this time. The supervisor told me basically that the other person I talk to on Jan 29th gave me the wrong information and that the check hasn't been mailed or process.

So, the supervisor in put another refund request, told me I should receive my check in 10 to 15 days. Check the mailbox on Feb 30th and you guess what? Still no check.

Called customer service again and told them don't worry about the refund, just credit it to my account for next month's (March) payment, thinking that it would be easier for them to do. She said ok, that too easy and that should have no payment due for the month of March. Check my Kia account March 3rd, it showed payment due $0.00.

Check my Kia account March 15th and guess what I see? Payment due: $457.85. Now for the record during this whole time I paid the February payment and now the March payment before the payment was due.

Called again and spoke to yet another supervisor. She told me that she doesn't know what going on and that she will send yet another refund request to credit the money to my payment for April. She even give me a conformation/case number which was 24118348364.

But guess what? Same song & dance. April 1st payment: $0.00 due, April 6th payment: $457.85 due. Called customer services again on April 6th. Spoke to a supervisor by the name of Ed. R who supposedly look at my account, notes on my account and call logs.

He seen that I have been dealing with this issue since January and told he will edit the request and resend it. He also to him to call back the following week and ask for him so he can check on the statistic of the request. It's now April 8th. 

I called customer services again and ask for ED. R.  He wasn't there so I ask for another supervisor. Told her my issue, she tells me the same thing Ed told me last week "I will send another refund request to credit the money to this month's payment".   

Ask to speak the manager. He told me the same thing, "I will send another refund request to credit the money to this month's payment".  Spoke to person above his pay grade named Carlos D. and guess what, I got told the same thing, "I will send another refund request to credit the money to this month's payment".

Carlos D. also told me he will expedite the request through email and that's pretty much that's all he can do so, at the end of the day they still have $457.85 of my money that I have been trying to get back since January 6th, 2020. I feel like I need to get a lawyer involved in this or something because this can't right.

But I know one thing I will never buy a car from Kia again after this. Their customer services are trash and by far the worst customer services experience I have ever had in my life.