NHTSA Complaint #11486558 — 2018 KIA SOUL

Driving on Route 79 on Labor Day weekend, at 70mph in the passing lane, my 2018 Kia Soul+ with 77574 miles refused to accelerate and then the engine completely stopped. We were able to get to the side of the road unharmed but the engine was completely dead. We called triple A and has it towed to a local garage I called Kia corporate because the car is not yet 5 years old and the garage thought it might be under warranty. The Kia consumer line 800-333-4KIA took 5 hours to reach a human but gave me a claim number and the representative said it had to be seen at a dealer but that I was likely covered. I advised I was the second owner and that when I was trying to find their number I tripped upon an optional product improvement campaign I was not made aware of. I was very suspicious and surprised. I asked repeatedly what happened if it was towed and not covered. And they said to call back but I should be ok. Kia towed it to the dealership. The dealer took 2 weeks to look at it and make a determination. They are stating that because I did not have the improvement campaign completed that they will not cover the engine. I was told to call back Kia corporate which I did and after 3 hours of waiting I was informed that there was nothing they can do that I was out of warranty because the improvement campaign that I was never notified of had not been completed on my car. They state that they sent a letter in November of 2021 but I did not receive it. I'm now being charged diagnostic fees by the dealership and they still want $11,000 and 4 to 6 weeks to do the necessary repairs. I still have a loan on the vehicle for $12, 321.46. I called Kia corporate back they will do nothing to assist me because it is out of warranty and I did not have the campaign improvement done because it was never sent as notification to me via email or phone and I did not receive the document they claim to have mailed. The supervisor I spoke with told me that there is nothing that KIA can do.