Consumer complaint received 2022-04-05
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: AR
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
In XXXX of XXXX I purchased a XXXX Nissan XXXX from XXXX Nissan  of XXXX XXXX, AR and financed the vehicle through Nissan XXXX. In XXXX of XXXX, I was rear ended and my car was declared a total loss. I reported the total loss to Nissan XXXX the same day it was determined. My insurance company provided a valuation report and a copy of the check that was going to be sent to Nissan XXXX. There was a remaining balance due on the vehicle so I contacted my XXXX coverage company at the suggestion of Nissan XXXX. My XXXX company eventually sent a document back to me with the breakdown of the amounts that were to be paid out from XXXX Nissan due to the cancellation of contracts that I had on the car. XXXX did not have to pay because after the cancellation of the contracts, there would actually be an amount that would be sent back to me after paying off the remainder of the car. I tried calling Nissan XXXX numerous times ( probably 50-100 calls total ) and every single time I called I would be told by an automated system that they were experiencing technical difficulties and then I would be disconnected. When Nissan XXXX called me randomly and I told them about this issue they said that they were aware but there was nothing they could do about it. In the meantime of me trying to contact them, my credit was taking a hit over the remaining amount due. I finally got a hold of a representative via the online chat system who gave me information regarding my vehicle and the payoff. They told me that XXXX would be taking care of the remaining amount and that they were working directly with them. I thought this sounded odd considering XXXX told me themselves to contact Nissan regarding the contract cancellations. A couple of weeks later after no movement on my account, I contacted Nissan XXXX and for the first time I was actually connected to a person. The representative told me that I was given inaccurate information from the previous representative. She told me she could set my account to " current '' due to the lack of information I had been provided but that I would need to contact the dealership to get the contracts cancelled. 
The very next day I contacted XXXX Nissan. I was put in contact with XXXX XXXX. I called her and told her my situation. At first she was very helpful. I sent her all of my documentation ( my vehicle valuation, my XXXX payout document, my copy of my insurance check, etc. ) on XX/XX/XXXX. XXXX was supposed to use these documents to get my contracts cancelled and get the refunds issued to Nissan XXXX. I expressed to her how pertinent it was that this be completed in a timely manner because we were already coming up on two months. She did let me know that she would be sending out two checks for amounts matching the amounts on my XXXX contract, but that there would be another contract that would need to be cancelled to get the full amount. 
This is where XXXX Nissan started to begin avoiding me. I sent a follow up email to XXXX on XX/XX/XXXX to find out the status of the checks. She responded on XX/XX/XXXX and told me that the checks had been sent out on XX/XX/XXXX. By XX/XX/XXXX, Nissan XXXX had still not credited my account. I contacted XXXX again via email to find out if she could provide me with a tracking number being that it had been two weeks since the checks were sent. She did not have a tracking number and could not give me any more information. By XX/XX/XXXX, Nissan XXXX had still not received payment for the contract cancellations so I contacted XXXX again via email to get an update on what could be done. XXXX did not respond. On XX/XX/XXXX, I sent another email to find out about the status of the third check as the other two were finally received by Nissan XXXX. By the morning of XX/XX/XXXX, I had not heard back from my XX/XX/XXXX email or my email sent on XX/XX/XXXX, so I sent another email. I also called her office and left a message for her to return my call. I finally received an email back late morning on XX/XX/XXXX from XXXX telling me that the third check for {$34.00} would be sent to Nissan. I responded the same day to let her know that amount was inaccurate and something had to be off with the numbers. So far, they had sent 2 checks for {$1600.00} and {$810.00}. With this third check for {$34.00}, the total came out to {$2500.00}. XXXX 's payout amount document that was sent to be showed a payout amount of {$3500.00}, resulting in a ~ {$1000.00} difference. I did not hear back from XXXX by XX/XX/XXXX, so I sent another follow-up email. I had not received anything from her by XX/XX/XXXX, so I contacted Nissan XXXX to file a complaint. I also received an email from XXXX the afternoon of XX/XX/XXXX answering my question but telling me that she did not know the reason for the difference and gave me three different numbers to call. 
Within two days of filing a complaint with Nissan XXXX I received a call from XXXX XXXX from the finance department of XXXX Nissan on XX/XX/XXXX. Once again, XXXX seemed very helpful. Come to find out, XXXX had submitted an incorrect valuation with incorrect mileage on my vehicle resulting in the lower payouts for contract cancellations. XXXX stated he would get new checks issued and that he would be sending them out. I did not hear back from XXXX and sent an email to him on XX/XX/XXXX to find out the status of the remaining {$1000.00} checks. 
XXXX did not respond. I finally called the office directly on XX/XX/XXXX to speak with him. XXXX told me he would check on the status of the checks and text me with an update. Since XX/XX/XXXX, I have texted XXXX 3 times for an update on the checks and he has not been able to provide me with an update yet. I finally told him I would be contacting the attorney general. 
Something that I was told would take 2-3 weeks max has now taken FIVE MONTHS and I STILL do not know where my remaining money is. Not only am I missing money, but my credit is being completely ruined in the process, all because XXXX submitted the incorrect amount in the first place. I understand mistakes happen, but they have done absolutely nothing to combat the mistake that was made. 

I would love some assistance in trying to get something done. I have been given the run around for so long that I do not know who to contact anymore. I have documentation as well as all of the insurance documents I have received.

Company response to consumer: Closed with explanation