FAQs
- Payments
- Fees
- Statements
- FICO® Score
- Payoffs and Titles
- Title Services
- Leasing & Lease-End
- Account Updates
- Website Issues
- Military Support
- Insurance
- Vehicle Protection
- Document Request
- Privacy
- Downloadable Documents
- Contact Us
Payments
What are my payment options?
No Fee Payment Options
Pay via Website
Recurring Payments via AutoPay Set-Up
This is the most recommended option since this can save your time and postage cost by having your monthly payment automatically debited from your checking or money market account Login now and enroll to set up your autopay for recurring payments
One-Time Payments
You may be eligible to make one-time payments through your account at genesisfinanceusa.com
Pay via Virtual Chat Assistant
You may be eligible to make a one-time payment through our virtual chat assistant
Step 1. Call Genesis Finance America IVR# using your mobile phone associated with your account
Step 2. Authenticate your account
Step 3. When prompted say or select “Payment Methods”
Step 4. Select the Chat option
Pay via Mail
You can make a payment via mail with a physical check and payment coupon that you can find from your monthly billing statement. Please detach the coupon and used the enclosed envelop to mail your payment to the indicated address. If the payment coupon is not available, please write your account number on the check. Writing your account information on the check is important for us to apply your payment to your account accurately.
Finance Customer
- Please write your account number on the check and
mail to:
Regular Mail Address | Overnight Mail (via UPS, FedEx, USPS) Address |
Genesis Finance P.O. Box 650805 Dallas, TX 75265-0805 | Genesis Box 650805 1501 North Plano Rd., Suite 100 Richardson, TX, 75081 |
IMPORTANT: Please do not use the overnight address for regular mail payments, as this may delay the processing of your payment
Lease Customers - Please write your account number on the check and send the mail to:
Regular Mail Address | Overnight Mail (via UPS, FedEx, USPS) Address |
Genesis Finance P.O. Box 660891 Dallas, TX 75266-0891 | Genesis Finance Box 660891 1501 North Plano Rd., Suite 100 Richardson, TX, 75081 |
IMPORTANT: Please do not use the overnight address for regular mail payments, as this may delay the processing of your payment
Make a Payment with a Fee
Pay via Phone
You can call our call center and make a payment. Please note the services are provided through our payment processing vendor, ACI. You can review ACI's Terms and Conditions on their website. We have two options for pay via phone as below:
Automated Phone System | Live Phone Representative |
Call 866-498-4455. Please have your Hyundai Motor Finance account and banking information ready. There is a fee of $3.95 per payment to use this service. | Call 866-498-4455. Please have your Hyundai Motor Finance America account and banking information or debit card ready. There is a fee of $7.95 per payment to use this service. |
It is not possible to use a credit card to directly pay your bill with Genesis Finance. However, you may pay with Debit using Visa or MasterCard through Western Union Quick Collect. Fees and restrictions apply. You can also use Western Union Quick Collect at (800) 634-3422. Please have your Genesis Finance account number as well as the following payee information:
Payee: Genesis Finance
City Code: Genesis Finance
State Code: CA
There is a fee to use this service
Pay In Cash
You can pay in cash via Western Union or MoneyGram. Western Union or MoneyGram will charge you a convenience fee for these services. Hyundai Motor Finance may retain a portion of this fee. When using these "cash only" locations, please reference your billing statement to ensure you have the correct account number and codes. Please refer to MoneyGram or Western Union for Processing times as they are external payment options.
Western Union | MoneyGram |
Call 800-634-3422 to find a location. Western Union will require the following information to process your payment: Pay to: Genesis Finance City Code: Genesis Finance State Code: CA | Call 800-666-3947 to find a location. MoneyGram will require the following information to process your payment: Company: Genesis Finance Use Code: 3814 Receive Code: 3814 |
Can I post-date a payment?
Genesis Finance does not accept post-dated payments in the mail. Payments made via www.genesisfinanceusa.com or over the phone using a bank account and routing number may be scheduled in advance. Note: ATM/Debit card payments cannot be post-dated or scheduled in advance.
Can another party make a payment on my account?
Any individual has the ability to make a payment on a Genesis Finance account provided they are an authorized signer on the bank account being used. The individual must provide the Genesis Finance account number, payment information, and specify the amount they will be paying.
Is there a minimum or maximum amount for one-time payments?
Pay via Website or Automated Phone System | Pay via Live Phone Representative |
The maximum amount that can be processed at one time is $25,000 | The minimum amount is $1. The maximum amount that can be processed at one time is $2,999.99 |
How long will it take for a payment to post to my account?
Payments will post to your Genesis Finance account for the selected scheduled date if submitted prior to 8pm Eastern time on any day. Payments submitted after 8 p.m. Eastern time will be posted to your account on the next business day. It may take up to 24 hours from the posting date for the payment to be reflected in your online payment history. It may take up to 5-7 days for your payment to be reflected in your bank account. For issues concerning your bank account, please consult your bank or financial institution if necessary.
My payment has been posted to my Genesis Finance account but not drafted from my bank account. Why is that?
It may take up to 5-7 days for your payment to be reflected in your bank account. For issues concerning your bank account, please consult your bank or financial institution if necessary.
I made a duplicate payment in error. Can I request a refund?
The duplicate payment will automatically be credited to your next month's payment. If you prefer a refund, please fax the following information to (844) 309-3167:
- Written request for refund including your Genesis Finance account number, first and last name, and the amount to be refunded
- Statement(s) from your bank, credit union, or other financial institution or payment vendor showing that both payments were deducted or made
- If the double payment caused your bank account to overdraw, a letter from your bank or financial institution on company letterhead indicating they will not decline or reverse the payments
- Fees charged to you to make a payment are non-refundable
Please allow up to 15 business days from the original posting date for your refund check to be mailed.
Where do I view my payment history online?
To access your payment history:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. Click Payments
- 3. Select the View History tab
Can I Make a principal only payment?
Payments greater than $2500 | Payments under $2500 |
Payments greater than $2500 are automatically applied first to the monthly invoice in the amount that is due (to keep the account current) and the remainder to principal only. | Payments under $2500 are applied first to past due amounts or fees, then to your monthly payment, then to fees due. With any overage left: it will be applied & will reduce your principal balance by the overage amount. |
Can I refinance my account with Genesis Finance?
Genesis Finance does not offer refinancing at this time. For alternate options, please visit your financial institute or nearest dealership or visit our Featured Offers page for exclusive deals.
May I schedule my autopay for more (or less) than my regular monthly payment?
You may schedule your automatic payment for an amount that is more than your regular monthly payment amount, but not less than your regular payment amount.
Create an account or log in and enroll in Autopay to set up your recurring* payments.
* Please note that Autopay will continue to draft the payment amount selected until:
Your account is fully paid off. Your autopay schedule will automatically end after payoff.
or
Your selected autopay schedule ends.
or
Until you cancel your autopay via www.genesisfinanceusa.com
If you live in a state that has property tax, autopay will not draft the added due amount.
When can I set up my recurring autopay?
Your account must be current. Recurring payments may be set up via your online account by 8pm EST on your due date or any date before your payment is due.
* Please note that Autopay will continue to draft the payment amount selected until:
Your account is fully paid off. Your autopay schedule will automatically end after payoff.
or
Your selected autopay schedule ends.
or
Until you cancel your autopay via www.genesisfinanceusa.com
If you live in a state that has property tax, autopay will not draft the added due amount.
Why am I having trouble setting up my Autopay?
The following may be reasons why you may not be able to schedule an automatic payment:
- You have less than 2 payments remaining on your account.
- Your account may be past due. Once the account is brought current, you may schedule a recurring payment.
- There may have been multiple returned payments. You may be eligible to resume using automatic payments after making three consecutive on-time payments.
Can I change my Autopay schedule or bank information?
You may edit or cancel your AutoPay schedule or settings at any time by visiting the Payments section of our website and saving your changes.
Why did my recurring payment setup draft my regular monthly amount when a different amount was due?
AutoPay will continue to draft the payment amount selected until the AutoPay schedule ends unless it is cancelled by you. You may cancel your AutoPay online or over the phone.
Will my Autopay automatically stop at the end of my contract or when I pay off my vehicle?
No. After setup, the recurring payment schedule will continue to draft the payment amount selected until the scheduled end date unless it is cancelled* by you. It is recommended to set up recurring payments for the original term of your contract. Additionally, it is your responsibility to stop any recurring payments set up through a dealership, third party bill-pay service or your financial institution.
*You may cancel your Autopay at any time online. If you live in a state that has property tax, autopay will not draft the added due amount.
What can I do if I’m experiencing financial hardship?
Eligible customers may request a one-month payment deferment through our website. Please click here for additional details and to submit your request.
Why didn't my scheduled recurring auto-pay payment go through?
AutoPay may fail to draft for any of the following reasons:
- Wrong payment details were entered. Please double check your ABA (routing number) and account #.
- A payment was attempted but failed: Review your bank statement to determine if the payment has posted. If the payment was reversed by your bank, contact your bank.
- Your recurring payment was scheduled to end: Prior to the end of any recurring payment schedule, an email will be sent to the email address entered upon recurring payment schedule setup. Review your email inbox including your junk or spam folder to determine if an email has been received.
- Your recurring payment schedule has been cancelled.
- If your recurring payment schedule was set up through a dealership, bank, or other third party bill-pay service, contact them for information. If your recurring payment schedule was set up through Genesis Finance, Contact Us for more information.
I've been affected by a natural disaster. Do you offer payment relief?
We are prepared to help. Assistance may be available if you suffered damages from a previous, federally declared disaster. Please click here for additional details and to submit your request.
Fees
How is simple interest calculated on my account?
Finance Customer | Lease Customer |
We calculate simple interest on finance accounts based on a daily per diem (Per Diem = Daily Interest). The daily per diem is calculated based on the current principal balance, interest rate, and the number of days since your last payment. | No Per Diem is calculated on lease accounts. |
Why am I being charged Property/Excise Tax on a leased vehicle?
Any costs associated with the operation of the vehicle are your responsibility. This includes personal property tax which is charged based on your garaging/registration address and may also be referred to as excise tax, ad valorem, or motor vehicle tax. If you believe you are exempt from property tax or have been charged incorrectly, contact your local tax authority to determine if you are eligible for exemption or abatement.
*If you live in a state that has property tax, auto-pay will not draft the added due amount. It is your responsibility to ensure that all payments made are sufficient to cover any Property tax balance.
Why did my sales tax amount change?
Sales tax amounts for lease accounts may be changed in accordance with state laws or as a result of a change to the garaging/registration address on your account. In certain states, other fees that may have been assessed to your account are subject to sales tax. If you believe your sales tax has been changed in error or would like more information.
Statements
Can I receive my monthly billing statements electronically?
Yes! If you go paperless, you will receive an email notification when your monthly statement is available for viewing online. To enroll:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. Click My Account
- 3. Select the My Profile tab
- 4. Choose the Paperless Statements checkbox
Note: When you sign up for automatic recurring payments, you will automatically be enrolled in our Paperless program, as well as enjoy the ease of having your payment automatically debited from your bank account each month. If you still desire to receive a paper billing statement we have 2 easy options for set up:
- Enroll online now and set up your recurring payments immediately (Available 9/7/2016)
- Print and return the PDF version via mail. Please allow up to 10 business days from the date we receive this request for processing. (Enrollment will take place on 9/7/2016)
How do I view my billing statement online?
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. Click Payments
- 3. Select the Statements tab
Once you see your billing statement online, you may also print and/or save a copy for your records. Your previous 12 months statements are available online. If you need statements beyond 12 months, please contact Customer Service at 1-84-GENESIS-7 (844-363-7477).
When will my most recent billing statement be available?
Your billing statement is available online approximately 20 days before your payment due date. You should receive a billing statement from Genesis Finance approximately 10 days before your due date. You can sign up to receive an e-mail alert when your statement is available for viewing online:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. Click My Account
- 3. Select the My Profile tab
- 4. Choose Email Alerts and check the box next to My Statement is Available to View Online
What should I do if I do not receive my first monthly billing statement?
You should view your statement online to determine if it has been generated, and verify the statement address is correct.
To register online for the first time:
- 1. Register here or click the Not Registered? link from the homepage
- 2. You will need the following information to register your account:
- Your account number or Vehicle Identificaton Number (VIN)
- Last 4 digits of your Social Security Number
- Date of birth
- Valid email address
- Your account number or Vehicle Identificaton Number (VIN)
To view your billing statement online:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. While logged in, at the top of the page, click Payments
- 3. Select the Statements tab
To update your address:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. While logged in, at the top of the page, click My Account
- 3. Select the My Profile tab
- 4. Choose Account information to make any necessary changes to your mailing, billing, and/or garaging address for lease vehicles
- 5. Click Save
If there is a problem, please contact Customer Service at 84-GENESIS-7 (844-363-7477).
Why does my statement show that multiple payments are due?
There are several possible reasons for multiple payments being due:
- The total amount due includes fees or charges not included with your regular monthly payment amount. The statement may have been printed prior to receipt of the most recent payment. Review your payment history online to compare the statement date with the date of your payment.
- The payment may have been reversed or returned: Review your bank statement to determine if the payment has posted. If the payment was reversed by your bank, contact your bank.
- The payment may be missing or misapplied. Contact Us so that we may attempt to locate your payment. Please have the following information where applicable:
- Confirmation number
- Check number
- Payment amount
- Payment submission date
- Payment posting date from your bank account
Why did I receive a welcome letter?
A Welcome Package is sent to all signers on an account to ensure that all customers are provided with important information regarding the new account.
FICO® Score
What is a FICO® Score?
A FICO® Score is a three-digit number that is used by lenders to evaluate your credit risk based on your credit history at a particular point in time. It influences the credit that is available to you, as well as the terms that can be offered when a credit decision is made.
It is also commonly referred to as simply a "credit score" or "credit rating."
View our available Frequently Asked Questions About the FICO® Score (PDF) publications for more detailed information about the FICO® Score, credit, and how they affect your financial health.
Can Genesis Finance show me my FICO® Score?
Yes. Genesis Finance allows you to view your FICO® Score through your online account -- just one of the many perks of doing business with Genesis Finance!
Do I have to pay to see my FICO® Score through Genesis Finance?
No. This is an entirely complimentary benefit provided to our customers.
What are the requirements for viewing my FICO®Score through my GENESISFINANCEUSA.COM account?
You must:
- 1. Have an existing and active finance or lease contract with Genesis Finance
- 2. Be the primary account holder for your Genesis Finance account (as determined by the account owner on the vehicle finance or lease contract)
- 3. Have sufficient credit history to allow calculation of a score
Do I need to provide any other information to enroll?
You only need to opt in at enrollment; no additional information is needed. Your FICO® Score is automatically pulled quarterly using some of your Personally Identifiable Information for the purpose of managing your account with us, and this score is now being made available for you to see as well.
It should be noted that all Personally Identifiable Information used in this way is intended solely to retrieve your FICO® Score and remains protected under the terms of our Privacy Policy.
How do I access my FICO® Score through Genesis Finance?
Your FICO® Score can only be accessed through your GENESISFINANCEUSA.COM online account.
Follow these steps to access your FICO® Score:
- Create or login to your GENESISFINANCEUSA.COM online account
- On the Account Summary page, click the "FICO® Score" image located on the right side of the page
- You must opt in by checking the box to accept the "Terms & Conditions," then click Enroll Now
- Your FICO® Score (if available) will now automatically appear in the FICO® Score display section on your Account Summary page!
Feel free to opt out at any time by going to the "My Profile" tab, selecting the "Preferences" bar, and unchecking the box stating View My FICO® Score Online.
How often will my FICO® Score be updated through my GENESISFINANCEUSA.COM account?
Your FICO® Score will update automatically on a quarterly basis (approximately every 90 days) for as long as you have an active finance or lease contract with Genesis Finance. Check back each quarter to see your most current score.
Which credit agency provides the FICO® Score for my GENESISFINANCEUSA.COM account?
Genesis Finance has partnered with FICO and Experian to provide you with your FICO® Auto Score 8 based on Experian data.
You also have the right to obtain a free credit report annually from each of the three major consumer reporting agencies. To request a copy of your credit report from all agencies, please visit AnnualCreditReport.com
I have multiple people on my GENESISFINANCEUSA.COM account. Can we all view our FICO® Scores?
Unfortunately only the primary account owner as determined by the terms of the finance or lease contract can access his or her FICO® Score.
Why don't I see an option to see my FICO® Score after login?
The option to access FICO® Scores will only appear to customers who currently have a FICO® Score on file that can be retrieved. Customers who have recently purchased or leased a vehicle with us will most likely not have a score available at this time. Once customers are registered in our database as a FICO® Score program participant, we will be able to provide a quarterly score within 90 days.
If this is the case, check back with your GENESISFINANCEUSA.COM online account on a later date. We update our database of participants every quarter, and the option should automatically become available within approximately 90 days.
I've opted in to see my FICO® Score. Why isn't my score showing?
It is likely that you do not have sufficient information in your credit file or do not fulfill the minimum requirements to have a FICO® Score.
Refer to our available Frequently Asked Questions about the FICO® Score (PDF) publication for information on how you can meet the minimum eligibility requirements.
For how long can I view my FICO® Score?
The FICO® Score program will remain available to customers and updated quarterly for up to a year after the completion of your finance or lease contract with Genesis Finance.
After that time, if you have no other active contracts on your account, you will no longer be able to access your FICO® Score through your GENESISFINANCEUSA.COM account.
Why is the FICO® Score on my Genesis Finance account different from other sources?
There are many different credit scores available to consumers and lenders. FICO® Scores are the credit scores used by most lenders, but different lenders (such as auto lenders and credit card lenders) may use different versions of FICO® Scores. In addition, FICO® Scores are based on credit file data from a particular consumer reporting agency, so differences in your credit files may create differences in your FICO® Scores.
The FICO® Auto Score 8 based on Experian data that is being made available to you through this program is the specific score that we use to manage your account. When reviewing a score, take note of the date, consumer reporting agency, credit file source, score type, and range for that particular score.
For more information on the various factors that contribute to your FICO® Score, refer to our available Frequently Asked Questions About the FICO® Score (PDF) publication.
Where can I get more information about the FICO® Score?
View our available Frequently Asked Questions About the FICO® Score (PDF) publications for more detailed information about the FICO® Score, credit, and how they affect your financial health.
Whom can I contact if I have questions about my FICO® Score?
Because your FICO® Score is based on the information in your credit report, it is very important to make sure that the credit report information is accurate. You may get a free copy of your credit report annually. To request a copy of your credit report, please visit AnnualCreditReport.com.
Please note that your free credit report will not include your FICO® Score. If you have questions on your report, you can contact Experian at 888-397-3742.
DISCLAIMER: FICO® Score: FICO® Score access only available online for those customers who provide opt-in consent through their account at GENESISFINANCE.com. Program participants will receive from Genesis Finance, starting within 120 days of the finance contract date, on a quarterly basis, notification of their FICO® Score. Such FICO® Score is based on data from Experian for account management purposes, and may be different from other credit scores (including a score you may receive from another lender for similar financing). FICO® Scores are delivered only to Primary signers on the finance contract, who have an available FICO® Score. Genesis Finance and other lenders may use different pieces of credit information like a FICO® Score, other credit scores and additional credit-related information when making credit decisions. Offer subject to availability; this benefit may change or end in the future at Genesis Finance’s sole discretion. The FICO® Score provided to you is the FICO® Auto Score 8 based on Experian data, and is the same score that Genesis Finance uses, along with other information, to manage your account. FICO® Score and associated educational content are provided solely for your own non-commercial personal educational review, use and benefit. The credit file used to create your FICO® Score is continuously updated, and this FICO® Score may not reflect the most current data on your credit file. Genesis Finance and Fair Isaac are not credit repair organizations as defined under federal or state law, including the Credit Repair Organizations Act. Genesis Finance and Fair Isaac do not provide "credit repair" services or advice or assistance regarding "rebuilding" or "improving" your credit record, credit history or credit rating. You have the right to obtain a free credit report annually from each of the three major consumer reporting agencies. To request a copy of your credit report, please visit: http://www.annualcreditreport.com.
FICO is a registered trademark of Fair Isaac Corporation in the United States and other countries.
Payoffs and Titles
How can I obtain a payoff/buyout quote?
A payoff/buyout quote can be obtained online or over the phone. On retail accounts, a payoff quote is provided on every statement. Login and click the Pay My Bill Now button and select the Payoff Quote tab to obtain a payoff/buyout quote online or Contact Us to request a payoff quote using our automated phone system or a Customer Service agent.
Where do I mail my payoff check?
Retail Customers
Mail a check or money order for the full payoff amount, along with your account number, to:
- Genesis Finance
P.O. Box 650805
Dallas, TX 75265-0805
Or overnight:
- Genesis Finance
Box 660891
1501 North Plano Road Suite 100
Richardson, TX 75081
We will mail the title or lien release to the address on record for the primary account holder. Please let us know if you would like us to mail the release to a different address by contacting us at 84-GENESIS-7 (844-363-7477). To mail the title or lien release to a third-party, the primary account holder must provide written authorization.
Lease Customers
Lease payoff checks must be made payable to Genesis Finance Mail a check or money order for the full payoff amount, along with your account number, and a completed Odometer Disclosure Statement to:
- Genesis Finance
PO Box 660891
Dallas, TX 75266-0891
Or overnight:
- Genesis Finance
Box 660891
1501 North Plano Road Suite 100
Richardson, TX 75081
Note: The odometer statement is required to complete the processing of your payoff. In certain states, we will mail a bill of sale which will need to be signed and faxed back.
Are there any penalties for paying off my retail account early?
Retail accounts may be paid off at any time without a penalty.
Can I get a discount for paying off my retail account early?
There are no discounts for paying off a retail account early. However, paying off a retail account early may lower the total amount of interest paid. Early termination penalties will apply if you terminate your lease early.
How is the payoff calculated on a retail account?
The payoff is calculated on the current principal balance. The payoff amount will include interest for 21 days from the date the payoff is quoted. Any overpayment refund will be issued within 15 business days. Payoffs may include outstanding fees (late fees, returned check fees, etc.) owed on the account.
How long will it take to receive my new lien free title after my account is paid off?
Your vehicle's title and/or lien release will be mailed either:
- 15 business days after full payoff has been received, or
- At any earlier time, if required by applicable state law.
If the state associated with the garaging/registration address uses an electronic title, you will receive a paid-in-full letter instructing you to visit the DMV and request a paper title. You will be charged a fee by the DMV.
Can I make my payoff/buyout online?
Retail Accounts:
Payments of up to $25,000 may be made online. If the payoff amount is higher than $25,000, it must be made in separate transactions or using a different payment method. For questions Contact Us
Lease Accounts:
In certain states, payments of up to $25,000 may be made online. Contact Us to determine whether your payoff/buyout may be made online and for important documentation requirements.
I've moved out of state. How can I register my vehicle?
Upon moving out of state, registering your vehicle for the first time may require additional documentation from Geneis Finance.
To begin the State-to-State transfer process:
- 1. Contact your local DMV for instructions. They may provide you with a form to fill out.
- 2. Update the address on your account online, or Contact Us to make the change.
- 3. If the DMV requires documentation from Genesis Finance, fax a written request to (844) 309-3167. The request must include:
- Your Genesis Finance account number
- The VIN of your vehicle
- A callback number for you
- The state you are moving from
- Your new address
- The name, address, and phone number of the DMV where the documents need to be sent
- A list of documents being requested, which may include the title, a letter of permission, a limited power of attorney, etc.
- 4. If you prefer to mail your request, you may mail it to:
- Genesis Finance
Attn: Titles Department
6100 W. Plano Pkwy., Ste 2000
Plano, TX 75093
- Genesis Finance
Regarding the state-to-state transfer process, please be aware of the following:
- 1. If the DMV doesn’t require the original title or if you have your title, we will send the required documents to them within 10 business days from receipt of your request. We use 2-3 day shipping and can provide tracking numbers once the documents are sent. Contact Us 10 business days after submitting your request if you would like the tracking number for your documents.
- 2. If the DMV requires the original title, and:
- Your current title is paper, we will send the documents to the DMV within 10 business days of your request.
- Your current title is electronic, we will need to request that your original state print the title and mail it to us. We will send the request within 3 business days of receiving your state to state transfer request, but because the length of time it takes for us to receive the paper title is determined by the state, we do not have an estimated length of time for this part of the process. Contact the DMV in your previous state for more information. When we receive the paper title from them, we will mail it to the new DMV within 10 business days.
- 3. Every STATE DMV is different. When they receive the documents we've sent them, they may not contact you immediately. Additionally some DMV's have a limited period of time during which they will hold the documents. Because of this, we recommend requesting your tracking number as instructed above and tracking the package.
- 4. If you would like to check the status of your State-to-State transfer request, or have additional questions, Contact Us
What is a purchase option fee?
The option to purchase the leased vehicle typically at the scheduled end of the lease term for a fixed price plus a predetermined purchase option fee. Refer to the lease contract for specific terms and conditions.
Are you experiencing Vehicle Title processing delays? (title release, state transfer, name change, etc.)
State Departments of Motor Vehicles (DMVs) are experiencing processing delays, due to office closures, limited staffing, appointment requirements, and ongoing mail latency. Processing times are ranging from 45 to 180 days for a number of requests, including title processing, state transfers, name changes, printing titles, and mailing paid-in-full titles.
Title Services
Retail Payoff
When a retail finance account is paid in full, we will notate our lien release on the vehicle’s title and mailed it the primary address on record for your account.
- Payoffs made with non–certified funds (such as online, over the phone, or personal checks in the mail):
o The title will be released within 15 business days after the date the full payoff amount is applied to the account. - Payoffs made with certified funds or a cashier’s check:
o The title will be released within 10 business days after the full payoff amount is applied to the account. - Release times may vary, if required by an applicable state regulation.
Alaska 1 Business Day New York 1 Business Day District of Columbia 3 Business Days Massachusetts 3 Business Days Tennessee 3 Business Days Pennsylvania 5 Business Days Missouri 5 Business Days Oklahoma 7 Calendar Days Ohio 7 Calendar Days
For customers in states with electronic titles:
We will notify your state DMV to notate our lien release on the vehicle’s title. The DMV will then mail out the title free and clear of our lien. You may contact your local DMV for approximate mailing time frames. We will send you a paid-in-full letter which will also include instructions to visit the state DMV and request a new paper title in the event you need to do so.
Lease Buyout Title
When you buyout your leased vehicle, the title will be mailed to the primary address on record for your account when the following are received:
- Buyout amount (request a buyout quote by logging into your account)
- Completed Odometer Statement (complete an Odometer Statement electronically)
In addition:
- Vehicles garaged in North Carolina, Massachusetts, Rhode Island, or Connecticut:
o A Bill of Sale be mailed to you to be signed and returned to us to release your title. - Vehicles garaged in Illinois:
o An IL ST-556 Form will be mailed to you to be signed and returned to us to release your title.
You can also log into your account and complete the necessary forms (Odometer statement and Bill of Sale) through the document request page. Please allow up to 3 business days for processing once we receive all required documents.
Release times may vary, if required by an applicable state regulation, once all required documents are received.
Alaska | 1 Business Day |
New York | 1 Business Day |
District of Columbia | 3 Business Days |
Massachusetts | 3 Business Days |
Tennessee | 3 Business Days |
Pennsylvania | 5 Business Days |
Missouri | 5 Business Days |
Oklahoma | 7 Calendar Days |
Ohio | 7 Calendar Days |
I've moved out of state. How can I register my vehicle?
Upon moving out of state, registering your vehicle for the first time may require additional documentation from Genesis Finance. Our State Title Transfer process consists of transferring your title from one state to another as a result of a move. Completion of this process allows you to register your vehicle in your new home state.
Important:
If you are requiring a name change on the title, and also in need of a state transfer process, please choose and proceed only with the State Transfer process.
To begin the State Transfer process:
1. Update all applicable addresses on your account online.
2. Contact your local DMV for instructions. The DMV may provide you with a form to fill out. If no form is available, you may send us a written request. The request must include:
3. Choose one of the following methods to provide documentation:
- The request must include:
IMPORTANT:
Regarding the State Title Transfer process, please be aware of the following processing times:
- If your current title is paper, we will send the documents within 10 business days of your request.
- If your current title is electronic, we will need to request that your original state print the title and mail to us. The entire process can take 4-8 weeks. The length of time it takes for us to receive the paper title is determined by the state. Please contact the DMV in your previous state for more information.
- In the below states our customer holds the title. Please locate the title that you received from your original state to take to your new state’s DMV. If you do not have your original title, you will need to apply for a duplicate title and then surrender it to your new state.
- We recommend you stay in contact with your DMV to confirm they have received the requested documents. Every DMV is different. When the DMV receives the documents we have sent, they may not contact you immediately. Additionally, some DMV locations have a limited period of time during which they will hold the received documents.
Paper Title Programs
Retail | Lease |
OR, WY, UT, NM, ND, AR, IL, IN, TN, MS, AL, WV, ME, VT, NH, MA, RI, CT, NJ, DE, MD, HI, AK, WA, CO, IA, OH | All states with the exception of SD |
Electronic Title Programs
Retail | Lease |
CA, ID, NV, AZ, SD, NE, TX, LA, WI,MA, PA, VA, NC, SC, GA, FL | SD |
MO, MI, OK, MD, KS, KY, NY, MT, MN |
I have changed my name. How can I update this on my account?
You may submit a request online to correct or update your name:
- Marriage Certificate
- Divorce Decree
- Court Documents
- Important: Driver’s licenses or others forms of ID will not be accepted
How do I update my name on the Certificate of Title?
You may submit a request online to update your Certificate of Title:
1. Update your name in the My Profile tab
2. Once you upload your proof of name change document(s) select the check box, “Apply this name change to Title as well”
3. Enter your local DMV or Tax office name, address, phone and fax number
IMPORTANT:
Regarding the Name Change process, please be aware of the following processing times:
- If your current title is paper, we will send the documents to the provided DMV or Tax office within 10 business days of your request.
- If your current title is electronic, we will need to request that your title be printed and mailed to us. The entire process can take 4-8 weeks. The length of time it takes for us to receive the paper title is determined by the state. Please contact your local DMV or Tax Office for more information.
- If you reside in the following states, you hold your title. Please locate the title you received from the state to take to the DMV or Tax Office. If you do not have your original title, you will need to apply for a duplicate title.
o States where the customer holds the title: MO, MI, OK, MD, KS, KY, NY, MT, and MN - We recommend you stay in contact with your DMV or Tax Office to confirm they have received the required documents. Every DMV is different. When the DMV receives the documents we have sent, they may not contact you immediately. Additionally, some DMV or Tax Office locations have a limited period of time during which they will hold the received documents.
How do I remove a name from a Certificate of Title on a retail account?
If you have a joint account, it is possible to provide consent for a name to be removed from the Certificate of Title if one of the account holders:
- is deceased
- has a suspended driver's license
- is incarcerated
- is medically indisposed
Please note that in the case of an account holder who is incarcerated or has a suspended license, the request must be received from the person whose name is to be removed or their appointed individual with Power of Attorney. If you choose to remove your name from a Certificate of Title, you are relinquishing all of your rights and ownership interests to the vehicle. Even if your name is removed from a Certificate of Title, you will continue to be fully responsible for the debt and all other obligations under your contract. As such, please carefully consider your request to remove your name from the Certificate of Title.
To request that a name be removed from the title, please:
- Log in to your account, and initiate the Name Removal process and submit required documents OR
- Fax a written request with a detailed explanation of your request, your GF account number, the name address, phone and fax number of your local DMV or Tax Office, and any supporting documentation (proof of suspended license, legal documents for incarceration, death certificate, letter from physician, DMV paperwork, Power of Attorney, will or probate, etc.)
Fax to:
(844) 309-3167 Attn: Titles Department OR
- Mail to:
o Genesis Finance
Attn: Titles Department
6100 W. Plano Pkwy., Ste 2000
Plano, TX 75093
Note the address provided above is different from the payment address printed on your monthly statement.
Change in Ownership/Transfer of Equity (TOE)
- The DMV will require an Odometer Disclosure Statement with any title transfer and a complete change in ownership for Oregon customers.
o This applies to vehicle model years 2011 or newer, and no longer applies once the vehicle is 20 years old or older
IMPORTANT:
Regarding the Name Removal process, please be aware of the following processing times:
- If your current title is paper, we will send the documents to the provided DMV or Tax office within 10 business days of your request.
- If your current title is electronics, we will need to request that your title be printed and mailed to us. The entire process can take 4-8 weeks. The length of time it takes for us to receive the paper title is determined by the state. Please contact your local DMV or Tax Office for more information.
- If you reside in the following states you hold your title. Please locate the title you received from the state to take to the DMV or Tax Office. If you do not have your original title, you will need to apply for a duplicate title. States where the customer holds the title: MO, MI, OK, MD, KS, KY, NY, MT, and MN.
We recommend you stay in contact with your DMV or Tax Office to confirm they have received the required documents. Every DMV is different. When the DMV receives the documents we have sent, they may not contact you immediately. Additionally, some DMV or Tax Office locations have a limited period of time during which they will hold the received documents.
Leasing & Lease-End
Can I return my vehicle to a Non-Genesis Dealer?
No, your vehicle must be returned to an authorized Genesis dealer.
What are my options at the maturity of my lease?
You may choose to purchase or lease a new vehicle, purchase your current vehicle, or simply return your vehicle.Please visit our “Start Thinking – Step 1” section for a detailed explanation of what you need to do to pursue each of these options.
Do you offer any benefits for returning customers?
As a reward for your loyalty, when you lease or finance a new Genesis with Genesis Finance within 60 days of returning your lease, your vehicle Turn-in Fee will be covered up to $400(1). As an additional benefit of your Loyalty Reward, any Excess Wear and Use charges will also be covered up to $500, and any excess mileage below 2,500 miles is covered up to $625.(2) That’s a total reward of up to $1,525.
- 1) A disposition (turn-in) fee, specified in the lease contract, payable at lease-end if the lessee does not purchase the vehicle. When you lease or finance the purchase of a new Genesis through Genesis Finance within 60 days of returning your lease, Genesis will cover your disposition (turn-in) fee, up to $400.
- 2) Excess mileage covered up to $625, at $0.25/mile.
What steps do I need to take at or near lease-end?
For your convenience, Genesis Finance will reach out to you with all of the information on when to act and what to do at all of the crucial milestones in the lease-end process, usually in one or more of the following ways:
- Keep an eye out for your Lease-End Kit, which will have what you need to know and more, plus some valuable tools for the lease-end process. It will be mailed to you approximately 120 days before your lease maturity date.
- This website also features a number of valuable resources to assist with lease-end, including our innovative online Self-Assessment Tool, which will allow you to estimate any potential excess wear and use on your vehicle in just minutes. To get started simply visit the “Self-Assessment” section of this site.
- If you complete your self-inspection and still have questions, at any time you may also reach out to a Lease-End Concierge at (833) 537-5441, Monday - Friday, 8 a.m. - 9 p.m. Eastern with any questions.
Can I make repairs to avoid excess wear and use charges?
Yes, you can minimize wear and use charges by making repairs ahead of turn-in. Contact your Genesis dealer to get assistance with repair options. You may also choose to have repairs done independently as long as they are done prudently and according to industry standards. All repairs must be made using original equipment manufacturer's parts or those of equal value. Please call your Lease-End Concierge at 1-877-537-5441, Monday through Friday, 8 a.m. - 9 p.m. Eastern to learn more about repair requirements. Before getting any work done, check with your vehicle insurance company to see if any repairs can be covered.
What if I want to turn in my vehicle early?
You have the option to turn in your vehicle at any time. However returning your vehicle in advance of your scheduled maturity date may be considered an early termination under your lease agreement. Our team of Lease-End Concierges will be happy to help with any questions you may have.
We recommend you schedule an appointment to allow for a smoother vehicle return experience and so that we may address any questions you may have. Not scheduling an appointment may result in delayed assistance and longer processing times.
You can contact a Lease-End Concierge at (833) 537-5441, Monday - Friday, 8 a.m. - 9 p.m. Eastern.
What charges should I expect on my End of Term Invoice after I turn in my vehicle?
The following charges may be included on your End of Term Invoice, if applicable:
- Excess mileage
- Excess wear and use
- Disposition (turn-in) fee - When you lease or finance the purchase of a new Genesis through Genesis Finance within 60 days of returning your lease, Genesis will cover your disposition fee, up to $4001.
- Any past due or unpaid monthly payments
- Any other fees (e.g. unpaid late payment fees, taxes, tolls, parking violations)
- 1) A disposition (turn-in) fee, specified in the lease contract, payable at lease-end if the lessee does not purchase the vehicle. When you lease or finance the purchase of a new Genesis through Genesis Finance within 60 days of returning your lease, Genesis will cover your disposition (turn-in) fee, up to $400.
Do I need to do anything with my license plates after I turn in my vehicle?
It varies by state. Please contact your local Department of Motor Vehicles (DMV) office if you have questions about whether this applies to you.
Do I need to cancel any electronic or automatic payments at the end of my lease?
Yes. Once your final payment is made, contact your bank or login to your genesisfinanceusa.com account and cancel any scheduled recurring payments to avoid ongoing charges.
How do I purchase my current vehicle?
Visit our “Purchasing Your Genesis section” for full instructions on how to request a buyout quote.
If your vehicle is garaged/registered in CO, DC, FL, HI, IN, PA, SD, SC, or KS, you will need to contact a Dealership to purchase the vehicle.
Once you've received your quote, download our Odometer Disclosure Statement. Follow the instructions on the form to fax the completed and signed form.
- Fax odometer statements directly to (888) 295-8891
Then mail your payoff check to:
- Regular Mail:
Payee must be: Genesis Finance
HMF Payment Processing
PO Box 660891
Dallas, TX 75266-0891 - Overnight Mail:
Payee must be: Genesis Finance
Genesis Finance
PO Box 660891
Dallas, TX 75266-0891
Why am I being charged Property/Excise Tax on a leased vehicle?
Any costs associated with the operation of the vehicle are your responsibility. This includes personal property tax which is charged based on your garaging/registration address and may also be referred to as excise tax, ad valorem, or motor vehicle tax. In the following 13 states, property tax is charged on all tangible property, including the use of motor vehicles
- Arkansas
- Connecticut
- Kentucky
- Louisiana (New Orleans Only)
- Massachusetts
- Missouri
- Nebraska
- North Carolina
- Rhode Island
- South Carolina
- Texas
- Virginia
- West Virginia
What is a Disposition (Turn-In) Fee?
This is a fixed fee, specified in the lease contract, payable at lease-end if the lessee does not purchase the vehicle. If you upgrade to a new Genesis with financing through us, we'll thank you for your loyalty by covering some lease-end fees, including your disposition (turn-in) fee up to $400 (1).
- 1) A disposition (turn-in) fee, specified in the lease contract, payable at lease-end if the lessee does not purchase the vehicle. When you lease or finance the purchase of a new Genesis through Genesis Finance within 60 days of returning your lease, Genesis will cover your disposition (turn-in) fee, up to $400.
How can I renew the registration on my leased vehicle?
Because Genesis Finance is the owner of leased vehicles, some DMVs may require a limited power of attorney for registration renewal. “Contact US” to request a limited power of attorney.
In some states, Genesis Finance may receive the Registration Renewal notice and/or tags by mail. Once we have received the registration renewal/tags, we well forward them to the address on your account.
How can I use personalized license plates on my leased vehicle?
If using existing license plates, you’ll need a plate release letter from Genesis Finance. Fax a written request for a plate release letter to (714) 965-3972. The request must include your Genesis FinanceHMF account number and the license plate number you’re requesting including any applicable symbols.
If you need to order new plates, you’ll need a letter of permission from Genesis Finance. Fax a written request for a letter of permission to (714) 965-3972. The request must include your Genesis Finance account number and the license plate number you’re requesting including any applicable symbols.
Please allow 24-72 hours from when your request is received to process and allow 7-10 business days for requested items to arrive via mail.
What is residual value?
Residual value is the value of the vehicle at the end of the scheduled lease term, as estimated or assigned at lease signing. This value is used in calculating the base lease payment.
Why did my sales tax amount change?
Sales tax amounts for lease accounts may be changed in accordance with state laws or as a result of a change to the garaging/registration address on your account. Several states require us to collect sales tax on assessed fees such as late fees, traffic tickets, property tax, etc. If you believe your sales tax has been changed in error or would like more information Contact Us.
What is a purchase option fee?
The option to purchase the leased vehicle typically at the scheduled end of the lease term for a fixed price plus a predetermined purchase option fee. Refer to the lease contract for specific terms and conditions.
Account Updates
Can I change the due date on my account?
On retail accounts, the due date can be changed a maximum of 2 times during the contract term, but no more than once per calendar year. It can be changed once online by visiting the My Profile page. The date can be moved up to 20 days beyond the current due date. To change your due date, your account must be current. Lease accounts are not eligible for due date changes.
How do I update the address on my account?
To update your address:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. While logged in, at the top of the page, click My Account
- 3. Select the My Profile tab
- 4. Choose Account information to make any necessary changes to your mailing, billing, and/or garaging address for lease vehicles
- 5. Click Save
If you have moved out of state:
- You may also be required to process a State-to-State title transfer. Please contact the Department or Bureau of Motor Vehicles in your new state for this information.
- Lease customers: There may be a change to your monthly payment amount due to state-specific tax requirements. Contact Us for more information.
How do I change my email address for paperless statement delivery?
To change your email address:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. While logged in, at the top of the page, click My Account
- 3. Select the My Profile tab
- 4. Choose Account information to edit your email address
- 5. If your email address is also your username, update your username in this section as well.
- 6. Click Save
What should I do if the information on my statement or online Account Summary is inaccurate?
If the information on your statement or online account summary is inaccurate, please review your contract. If you do not have access to your contract or the information on your contract is accurate, please contact Customer Service at 1-84-GENESIS-7 (844-363-7477) for assistance.
If the information on your contract is inaccurate, please fax a written request for the information to be updated to (844) 309-3167. The request must include proof of identification such as social security card, birth certificate, valid driver’s license, state issued ID card, or passport.
I have changed my name. How can I update this on my account?
You may submit a request online to correct or update your name:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. While logged in, at the top of the page, click My Account
- 3. Select the My Profile tab
- 4. Choose Account information to update your name
- 5. To complete your request, please fax the following documents to (844) 309-3167:
- A written request that includes your updated name and Genesis Finance account number
- For a name change, please include a copy of supporting legal documents (i.e. a court declaration of name change, marriage certificate or divorce decree, or citizenship certificate)
- 6. Allow up to 5 business days for your request to be processed
How do I remove a name from a Certificate of Title on a retail account?
If you have a joint retail account, it is possible to provide consent for a name to be removed from the Certificate of Title if one of the account holders:
- is incarcerated
- has a suspended driver's license
- is deceased
Please note that in the case of an account holder who is incarcerated or has a suspended license, the request must be received from the person whose name is to be removed or their appointed individual with Power of Attorney. If you choose to remove your name from a Certificate of Title, you are relinquishing all of your rights and ownership interests to the vehicle. Even if your name is removed from Title, you will continue to be fully responsible for the debt and all other obligations under your contract. As such, please carefully consider your request to remove your name from Certificate of Title.
To request that a name be removed from the title, please fax a written request with a detailed explanation of your request, your Genesis Finance account number, and any supporting documentation (death certificate, DMV paperwork, Power of Attorney, will or probate, etc.) to (844) 309-3167 Attn: Titles Department or mail to:
Genesis Finance
Attn: Titles Department
6100 W. Plano Pkwy., Ste 2000
Plano, TX 75093
Note the address provided above is different from the payment address printed on your monthly statement.
Deceased Customer
If the deceased is the only account holder and you want to notify us on the deceased’s behalf, please fax us the following documents to (844) 309-3167:
- Copy of the death certificate
- Written notice providing your name and contact information and the address where the vehicle is located
- Documentation relating to the execution of the will or trust, if any, or appointment of an executor or administrator of the estate
Alternatively, the above documents may be mailed to:
Genesis Finance
Attn: Back Office
6100 W Plano Pkwy Ste 2000
Plano, TX 75093
Note that if the account is a joint account or there is a co-signer, the surviving account holder or co-signer continues to be liable for the account. For questions, Contact Us.
Can I refinance my retail account with Genesis Finance?
Genesis Finance does not offer refinancing for retail accounts at this time.
Can I remove the other account holder from the refinance of my balloon account?
When refinancing a balloon account through Genesis Finance, the current account holder(s) will remain the same as stated on the original contract.
Can I refinance my balloon account through Genesis Finance?
Balloon accounts may be refinanced through Genesis Finance for the Balloon amount. The refinance must be completed no later than 30 days from the date the balloon payment is due. For additional information contact the Lease-End Servicing team at 84-GENESIS-7 (844-363-7477).
Credit Disputes
If you would like to dispute the information being reported to the credit bureaus, the request must be received in writing. The request must include the following information:
- Your first and last name
- Genesis Finance account number
- Specific information about the dispute
- An explanation of the basis of the dispute
- Any supporting documentation required to investigate such as bank statements, cancelled checks, copy of credit reports, etc.
Mail the written dispute to:
Genesis Finance
Attention: Customer Service
P.O. Box 20835
Fountain Valley, CA 92728-0809
Website Issues
What do I need to do to ensure my system is compatible with TLS 1.2?
To enhance our security online, Genesis Finance disabled Transport Layer Security (TLS) versions 1.0 and 1.1 on our websites. You may need to complete one of the following steps to ensure your system is compatible with TLS 1.2: update your web browser, operating system or enable TLS 1.2. Click Here to download guide
How do I register my account online?
To register online for the first time:
- 1. Register here or click the Not Registered? link from the homepage
- 2. You will need the following information to register your account:
- Your account number found on your welcome letter or billing statement, or the Vehicle Identification Number (VIN) found on your finance or lease contract
- Last 4 digits of your Social Security Number
- Date of birth
- Valid email address
Problems with Registration
Please confirm that you have entered all information correctly. You must enter the information exactly as it appears on your contract or statement. Please remember that the username and password are case sensitive.
If you need additional help, please contact Customer Service at 84-GENESIS-7 (844-363-7477) Mon.-Fri., 8 a.m.-9 p.m. Eastern Time.
Can I register multiple Genesis Finance accounts online?
Yes. If you are the primary account holder or co-signer on multiple accounts with Genesis Finance, you may link all of your accounts to your current Username and Password. (Your email address may only be registered once with Genesis Finance.)
To link another account, use the following instructions:
- 1. From Account Summary page, locate your account number
- 2. Click Add Account
- 3. Enter the other account number you would like to link
- 4. Enter the last 6 digits of the VIN on the vehicle associated with the account you would like to link
- 5. Click Submit
If you do not wish to link your accounts, you will need to have a different username and email address for each one.
Forgot Password
If you have forgotten your password, please select the Forgot Password link on the left hand log in box, or click here. Enter your username, personal information and answer to your Secret Question. You will be able to reset your password and log in to your account.
Please note: For your security, your account will be locked after four unsuccessful login attempts. If this happens, you must contact Customer Service at 84-GENESIS-7 (844-363-7477) for assistance, Mon.-Fri., 8 a.m.-9 p.m. Eastern Time.
Forgot Username
If you have forgotten your username, please select the Forgot Username link on the left hand log in box, or click here. Enter your email address, personal information and answer to your Secret Question.
Please note: For your security, your account will be locked after four unsuccessful login attempts. If this happens, you must contact Customer Service at 84-GENESIS-7 (844-363-7477) for assistance, Mon.-Fri., 8 a.m.-9 p.m. Eastern Time.
Forgot Security Answer
If your name appears on the Account Summary page, Contact Us to request the answer to your security question. If the Account Summary page displays a co-buyer or primary account holder other than you, please have the person whose name is on the online profile contact us to request the answer to the security question. Or, if you are a primary or co-buyer on the contract, register a new online profile with your information. Please note that a different email address must be used for new profile registration.
How do I switch between my linked accounts online?
- 1. From Account Summary page, click on your account number. A dropdown list will appear with all of the accounts you have linked to your profile.
- 2. Select the account number of the account you wish to view
Why can't I make a payment online?
Online payments fail for any of the following reasons:
- The routing number you’ve entered may be invalid: verify that the bank account and routing number you are attempting to use are accurate. If this information is automatically populating, attempt the payment by typing your information in manually.
- Multiple payments have failed in the past 90 days: If you have had multiple failed payments in the past 90 days, online payments will be blocked on your account for a certain period of time depending on the reason for the failed payments.
- Duplicate payments: To prevent accidental payments, our website does not allow two payments to be made in the same amount on the same day. Check your email to see if you’ve received a payment receipt.
- Your vehicle has been returned or repossessed: If you have turned in your lease vehicle or if your vehicle has been repossessed, your online account will not allow payments to be made. If your vehicle was repossessed, but you reclaimed the vehicle, Contact Us for further assistance.
- Your account is paid off: The website will not allow payments to be made on paid off accounts.
Contact Us if none of the above issues apply or you have additional questions or concerns.
Why am I not receiving email alerts?
Email alerts may not be received for a number of reasons. Use the following instructions to find out why your email alerts may not be delivered properly:
- 1. Check your junk or spam folder. If your email alerts are delivered to a spam or junk folder in error, add the email address they were delivered from to your address book.
- 2. Make sure we have the correct email address for you
- Login, click My Account
- Select the My Profile tab
- Choose Account Information
- Check the email address listed to confirm that it is accurate
- 3. Make sure you've signed up for email alerts
- Login, click My Account
- Select the My Profile tab
- Choose Email Alerts
- If the email alerts you would like to receive are not selected, click Edit and check the applicable boxes. Do not forget to click Save when you’re done.
- 4. If none of the above applies, Contact Us for more information
Why is my account locked for 30 minutes?
This error occurs after you have attempted to log in with an incorrect username four times. You will be unable to login or reset your password for 30 minutes. It is not possible for Customer Service to remove this type of lock.
How do I change my email address, username, or security question?
- 1. While logged in, at the top of the page, click My Account
- 2. Select the My Profile tab
- 3. Choose Account Information
- 4. Scroll down to locate the Email Address, Username, or Security Question section
- 5. Click Edit and enter the desired username
- 6. Click Save
Which browsers work best when viewing the Genesis Finance website?
For the best experience, we recommend using Internet Explorer 9 or higher, or recently released versions of Apple Safari, Google Chrome or Mozilla Firefox.
Why is the website slow or unable to load?
There are a number of variables that could be the cause. Your connection speed may improve if you delete your browsing history, cookies, cache, and temporary Internet files from your selected browser. You might also try to upgrade your browser as older browsers might not offer you the best available speed and security required to view the content.
Please visit one of the followinhg links for additional browswer support:
Please note that by accessing the links above, you will be taken to a third party web site that is not affiliated with Genesis Finance and may offer a different privacy policy and/or level of security. Genesis Finance is not responsible for the content, products or services that are offered on other web sites.
Why does the website automatically log me out?
You are logged out of the website after 15 minutes of inactivity in order to protect your security.
Where do I view my payment history online?
To access your payment history:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. Click Payments
- 3. Select the View History tab
How do I view my billing statement online?
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. Click Payments
- 3. Select the Statements tab
Once you see your billing statement online, you may also print and/or save a copy for your records. Your previous 12 months statements are available online. If you need statements beyond 12 months, please contact Customer Service at 84-GENESIS-7 (844-363-7477).
How do I update the address on my account?
To update your address:
- 1. Login to your GENESISFINANCEUSA.COM account
- 2. While logged in, at the top of the page, click My Account
- 3. Select the My Profile tab
- 4. Choose Account information to make any necessary changes to your mailing, billing, and/or garaging address for lease vehicles
- 5. Click Save
If you have moved out of state:
- You may also be required to process a State-to-State title transfer. Please contact the Department or Bureau of Motor Vehicles in your new state for this information.
- Lease customers: There may be a change to your monthly payment amount due to state-specific tax requirements. Contact Us for more information.
Does Genesis Finance have a mobile website?
Yes. When you log on to GENESISFINANCEUSA.COM from a mobile device, you will be directed to the mobile friendly version of our site. On the mobile website, you can make a one-time payment, view your account history, learn about exciting new offers, and more. We are continually adding new features, so stay tuned.
What do I need to access and use the mobile site?
You will need a smartphone with a data plan
Why is the mobile website sometimes slow to load?
Slow load times are typically due to poor Wi-Fi or data plan connectivity. Check your device connection or try again at a later time when you have better service.
Military Support
Who is eligible for payment relief under the Federal Service Members Civil Relief Act (SCRA)?
For information to help you determine eligibility under the SCRA, please visit the SCRA Overview page.
Members of the following groups may be eligible:
- Army, Navy, Marine Corps, Air Force, and Coast Guard
- Commissioned officers of the Public Health Service and the National Oceanic and Atmospheric Administration engaged in active service
- Reservists ordered to report for military service
- People ordered to report for induction (training) under the Military Selective Service Act
- Guardsmen called to active service for more than 30 consecutive days
For additional information or eligibility under the Service Members Civil Relief Act, please visit the SCRA Overview page.
How do I apply for SCRA relief?
Please submit the following information to Genesis Finance:
- A written request, including your name and Genesis Finance account number
- The name, address, and phone number (with area code) for the individual who will be driving or caring for the vehicle during your military service, and
- A copy of your military orders
You may email, fax, or mail the required documents to:
- Email: SCRA@hcs.com
- Fax: 888-780-4423
- Mail:
Genesis Finance
ATTN: SCRA Request
4100 Wildwood Parkway
Atlanta, GA 30339
Insurance
Mandatory Liability & Property Insurance Requirements
Financed Vehicles
You must obtain the minimum vehicle liability and property insurance coverage required by applicable state law in the state where the vehicle is registered. Genesis Finance requires that the deductible on both comprehensive and collision insurance policies be no more than $1,000 or less. The "Loss Payee" on your insurance policy (for financed vehicles) must read:
- Genesis Finance
Its Successors and/or Assigns
P.O. Box 20809
Fountain Valley, CA 92728-0809
Leased Vehicles
Please refer to your Motor Vehicle Lease Agreement or Lease Liability Insurance Addendum (if applicable) to see your liability and deductible limits. The "Loss Payee" on your insurance policy must read:
- Hyundai Lease Titling Trust
P.O. Box 20809
Fountain Valley, CA 92728-0809
What should I do if I am in an accident?
Contact your insurance company to file a claim. You will also need to notify Genesis Finance about the accident and provide necessary information. If the vehicle is deemed a total loss, your insurance company will contact us.
What should I do if I receive a check from an insurance company payable to Genesis Finance?
Insurance companies usually issue checks payable to Genesis Finance and the customer (in order for Genesis Finance to endorse the check that is payable to both Genesis Finance and the customer, vehicle repairs must be complete and the account must be current). Please mail the check and required documents described below to:
- Genesis Finance
Attn: Insurance Repair Check
4100 Wildwood Parkway
Atlanta, GA 30339
Required Documents:
- For checks under $500, no paperwork is required
- For checks over $500, include the insurance estimate, body shop invoice, and pictures of the repaired vehicle. (Pictures are not necessary if repairs were made by a Genesis dealer)
- Please allow 72 hours after we have received the check for company endorsement
Can I drive or transport my Genesis Finance-financed vehicle outside the continental United States?
You must get approval from Genesis Finance before taking your vehicle outside of the continental United States. Please complete the Vehicle Transport Request Form and fax it to (844) 309-3167.
Leased vehicles may not be transported outside of the continental United States. Transporting to Alaska and Hawaii are possible, upon written approval from Genesis Finance.
Vehicle Protection
Are there any vehicle protection products I can purchase?
Yes. Genesis Protection Plan offers a suite of optional vehicle protection products that steer you away from the potential pitfalls, hazards and expenses coming down the pike.
The following products are available:
- Vehicle Service Contract
- Term Protection Plus
- Guaranteed Asset Protection (GAP)
- Key Replacement Protection
- Dent & Ding Protection
- Windshield Repair Protection
- Lease End Protection
- Tire & Wheel Protection
- Platinum Vehicle Protection (bundles Dent & Ding Protection, Windshield Repair Protection, and Tire & Wheel Protection)
Contact a participating Genesis dealer or visit the Genesis Protection Plan page for more information.
How and where can I purchase additional protection products?
You can purchase Genesis Protection Plan additional vehicle protection products at any participating Genesis dealership. If your selling dealership does not offer Genesis Protection Plan products, you can call other Genesis dealerships in your area to find one that does.
Contact a participating Genesis dealer or visit the Genesis Protection Plan page for more information.
Can I add protection products to my vehicle after the initial time of purchase?
Certain Genesis Protection Plan additional vehicle protection products such as the Genesis Protection Plan Vehicle Service Contract can be purchased after you purchase your Genesis vehicle. Please contact a participating Genesis dealership or visit Genesis Protection Plan for details.
Please note that Genesis Protection Plan products purchased separately from your vehicle purchase or lease cannot be financed through Genesis.
What is the Genesis Protection Plan Vehicle Service Contract (VSC)?
Whether enhancing the coverage of a Genesis vehicle’s factory warranty or providing coverage after the factory warranty expires, the Genesis Protection Plan Vehicle Service Contract offers comprehensive protection for mechanical repairs, parts, labor, and roadside assistance for your eligible Genesis Finance vehicle. There are three different levels of protection, allowing you to choose the one that best fits you.
What is GAP?
Guaranteed Asset Protection (or "GAP") is a debt cancellation waiver or insurance product that is designed to assist with covering the difference between the balance owed on the vehicle financing and the amount of the insurance proceeds received from your automobile insurance carrier in the event of total loss of the vehicle. In some cases, GAP will not cover the entire balance owed on an account. You may have bought GAP at the time you purchased and financed your vehicle. If you leased your vehicle through Genesis Finance, GAP is included in your lease, subject to certain conditions set forth in your lease agreement.
How do I cancel or transfer a vehicle protection product?
You must contact your originating dealership (i.e., the dealership where you bought the car) or the administrator listed on the customer agreement received at time of purchase, as applicable, to cancel the product or policy.
I cancelled a vehicle protection product. When will the refund be credited to my account?
The process for Genesis Finance to receive the cancellation proceeds may take up to 8 weeks or more. Once such proceeds are received by Genesis Finance, the proceeds will be credited to the balance owed on your Genesis Finance account or refunded to you if there is no balance remaining.
Where can I get more information on available Genesis Protection Plan products?
Contact a participating Genesis dealer or visit the Genesis Protection Plan page for more information.
Document Request
Can I access specific documents related to my account without calling customer service?
Yes.
You may request select account-related documents using the Document Request tab on the My Account page.
Available Documents & Definitions
Lease Accounts:
- Account Current Letter – Letter indicating the financial status of your account
- Bill of Sale – Applicable for the following states upon payoff: (Connecticut, Massachusetts, North Carolina, and Rhode Island) Copy of the bill of sale to be signed by all purchasers and returned prior to the release of title
- Lease Buyout Quote – Copy of the lease buyout quote
Please contact your dealer in order to obtain a buyout quote and/or purchase your vehicle in the states listed below:
Colorado
District of Columbia
Florida
Hawaii
Indiana
Pennsylvania
South Carolina
South Dakota - EOT Bill – Copy of the End of Term Bill
- Inspection Report – An itemized report showing each item of excess wear and use to the vehicle, prepared by the company’s inspection vendor before or after the vehicle turn-in.
- LOG Reprint – Copy of the Letter of Guarantee
- Paid in Full Letter - A paid in full status letter (This letter does not include any outstanding unpaid charges that may become due such as tax bills or unpaid parking tickets.)
- Payment History – Record of payment transactions
- Plate Release Letter – Document to request a transfer of the license plate (for personalized plates such as handicap, military, or vanity plates)
- Vehicle Transport Checklist – Document to request a transport of your vehicle outside of the continental United States (Qualifications and limitations apply)
Finance Accounts:
- Account Current Letter – Letter indicating the status of your account
- Annual Interest Letter – Annual record of interest paid
- LOG Reprint – Copy of the Letter of Guarantee
- Paid in Full Letter - A paid in full status letter (This letter does not include any outstanding unpaid charges that may become due such as tax bills or unpaid parking tickets.)
- Payment History – Record of payment transactions
- Retail Payoff Quote – Copy of the retail payoff quote
Privacy
Why did I receive a notice regarding my privacy?
Federal law requires us to provide customers with written notice explaining our practices regarding how we may share customers’ non-public personal information. We are required to provide this information when you initially become a customer, and annually thereafter, for each account you have with us.
California residents will receive an additional privacy notice required by state law.
These same rules apply to all financial institutions.
What does Genesis Finance do with my personal information?
All financial companies need to share customer’s personal information to run their everyday business. The types of personal information we collect and share depends on the product or service you have with us. Federal law gives consumers the right to limit some but not all sharing.
To learn more about what we can share, why we might share it, and how you can limit this sharing, please read the Genesis Finance Consumer Privacy Notice.
Our Online Privacy Policy explains how we protect your privacy while using our website.
How long will my opt-out last?
Your election to opt-out will continue for as long as you are our customer. You only need to opt out once. However, you will continue to receive annual privacy notices.
Will my opt-out election apply to everyone on the account?
Your opt-out choice applies to everyone on the account.
If I have more than one account, do I need to opt-out for each of my accounts separately?
If you opt out for one account, you will have opted out for all of your accounts.
What data could be stored in my vehicle’s audio or navigation system?
Genesis would like to make you aware that any data or personalized settings entered into your vehicle’s audio or navigation system (such as your music, phone book, images, address book, POI and previous destinations) and HomeLink® could be stored. Click Here to learn more by visiting MYGENESIS.
Downloadable Documents
Odometer Disclosure Statement
For lease customers, this form serves as an official record of your final odometer reading that you will need to complete and submit before your lease ends. This form is mandatory, even if you're purchasing your leased vehicle.
Autopay Enrollment Form
For a very convenient way to manage your payments, follow the instructions on this form to enroll in AutoPay by fax or standard mail.
You may also enroll online by first registering for an GENESISFINANCEUSA.COM online account and then selecting the Autopay option.
Download Autopay Enrollment Form (PDF)
Contact Us
Phone
Automated Account Access: 84-GENESIS-7 (844-363-7477)
Customer Service: 84-GENESIS-7 (844-363-7477) Monday-Friday 8 a.m.-9 p.m. Eastern Time
Lease-End Servicing Team: 84-GENESIS-7 (844-363-7477) Monday-Friday 8 a.m. - 9 p.m. Eastern Time
Collections Department: 84-GENESIS-7 (844-363-7477) Monday-Friday 8 a.m. - 9 p.m; Saturday, 8 a.m.-4:30 p.m.; Sunday, 8 a.m.-5 pm. Eastern Time.
Address
Finance Payments (Please write your account number on the check)
Genesis Finance
P.O. Box 650805
Dallas, TX 75265-0805
Lease Payments (Please write your account number on the check)
Genesis Finance
P.O. Box 660891
Dallas, TX 75266-0891
Written correspondence only (Not payments)
Genesis Finance
PO Box 20829
Fountain Valley, CA 92728
Direct Credit Disputes
Genesis Finance – Credit Dispute
PO Box 20835
Fountain Valley, CA 92728