Consumer complaint received 2023-04-21
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
On XX/XX/XXXX I was told by a manager at Nissan Finance that because of my hardship of being hit and run by a semi tanker truck on XX/XX/XXXX and being injured and losing my income, that Nissan Finance  would move 2 payments to the back of the loan, if I could somehow make one payment that day of {$550.00}. I did my best get a payment and expected Nissan Finance to honor their word to move 2 payments to the back of the loan so that I could bring the loan up to date. 

On XX/XX/XXXX I was able to make 2 more payments for a total of {$1100.00}. I had expected that the prior month Nissan had moved 2 payments to the back of the loan. On that date, I find out that they did not honor their agreement with me and my loan was still behind. I was told they had no record of the conversation, which is a common occurrence with Nissan Finance, even after I verify every time that the notes will be recorded on everything that has been said and agreed to. If Nissan Finance had honored their word and agreements with me, I would not have been continuously harassed and threatened with repossession.

I have been honest and candid with Nissan Finance since I was hit and run by a semi-truck and my loss of income. I have tried to keep in touch. Since purchasing the vehicle, almost every conversation I have with Nissan has been through a foreign country, even through I ask to speak with someone in the US, during business hours. Sometimes I have had to call several times and be put on hold for very long periods of time, and still not been able to reach someone in the US. 

I purchased the car in XX/XX/XXXX from XXXX XXXX XXXX. At that time I went with Nissan Finance because they offered me 1.9 % interest for 72 months. It has been problematic getting good service with Nissan Finance from the beginning. My computer has trouble getting on their website. One can not speak with an agent in the US. It seems most of Nissan Finance XXXX XXXX calls are answered in XXXX. 

I was hit and run by a semi tanker truck on XX/XX/XXXX and have had my income reduced to injuries and XXXX which I have been diagnosed with. I have tried to explain over and over, but one only talks to different people in XXXX. This has been very frustrating and extremely stressful and debilitating. With no recourse with Nissan Finance. I am just trying to keep my car, and doing my best to make the payment and deep the account current.

Nissan Managers need to tell the truth and I am asking Nissan Finance to work with me. Because nearly 2 years ago, Nissan Finance made me a loan, as Nissan was anxious to sell a car. Many times while I am speaking with someone after taking nearly a half hour, the call gets disconnected on their end and one has to re-dial several times and work through the process again, with an entirely different person. And many times no notes recorded from the prior conversation. This has been extremely stressful especially with one who is experiencing XXXX from a major accident. 

In XXXX, I was finally able to speak with XXXX in Texas, a manager who said well there are no notes and we can not go backwards, your car is out for repossession. I told her what had occurred in XXXX and XXXX. She said well we can not go backwards, but if you can get me another payment, I we can move 2 to the back of the loan. I told her that was what exactly was told to me in XXXX, and I wouldnt be in this boat if Nissan had honored the managers agreement then. I told her right now, I did not have the ability, but I was doing everything I could. Even talking to my church to see if they could get help and find me help in order to keep my car. The stress has been making me very ill, and I want to be able to trust the finance company. 

I had originally wanted to go through my credit union which was a slightly higher interest rate at the time, but Nissan wanted to entice me to do it through their Finance Company. And Clearly to receive the rate I did I had good credit at the time of purchasing the vehicle.

Company response to consumer: Closed with explanation