Consumer complaint received 2019-10-20
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NJ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Termination fees or other problem when ending the lease early

Complaint:
I would like to submit a claim regarding return my vehicle to dealer XXXX XXXX located in XXXX XXXX XXXX XXXX NY XXXX.The name of the person I was dealing with is XXXX who is currently still working for the company. Back in XX/XX/XXXX I have contacted dealership XXXX XXXX asking if I am able to turn my XXXX XXXX XXXX XXXX early and get same exact newer vehicle XXXX. I was advised by dealer XXXX that is no problem and that he will come by my office and bring me new vehicle and in return will pick up my XXXX of XXXX. On XX/XX/XXXX that is exactly what the dealer did, He charged me fees and send driver to bring new and pick up old vehicle. I did signed documents for new vehicle but did not received return receipt for old vehicle. XXXX advise me that the dealership have to check vehicle for any wear and tear then provide return receipt. I was waiting for this return receipt for about 60 days and was under impression everything has been fine and vehicle been return back to original owner which is Nissan/ Infiniti Finance. My payments for the vehicle was set up on auto pay this way no need to forget or worry. when I start receiving late notices, I went online to check what is going on then I found out that my old XXXX XXXX XXXX XXXX still under my name. I have called Infiniti and found out that vehicle has not return at all. I had contacted dealer where he told me not to worry where he will be paying payments as the term suppose to end by XXXX. That is when I contacted Infiniti and informed regarding this issue. later in the month or two Infiniti informed me that the Michigan police impounded vehicle with people driving for identity theft and looking for owner of the vehicle. The police could not contact me as I was no longer owner of the XXXX XXXX as I return my plates right after vehicle was turn in to the dealer. I have been contacting Infiniti for almost a year to find out what was going on and stop my payments. After all the battle with Infiniti with me trying to get their help I keep calling them.Company representative XXXX was constantly on the phone with me but the information she was telling me did not make sense. She was telling me that the company can't take possession of the vehicle because the title has been changed. I have came with thought to file a claim against my insurance as I thought it might be covered. lackaly yes XXXX  ( Very happy to be with them ) was very nice and did cover the claim paying blue book value of the vehicle and as per Infiniti their value was {$5000.00} more then book value. in the meantime the XXXX XXXX XXXX XXXX ( my old lease vehicle ) was sold on Sheriff sale to some lady who took legal possession of the vehicle. 
My battle here is first Infiniti Financial post it charge off on my account even though knowing about the situation and even having in contact with Insurance company claim department. Second, my lease for XXXX  XXXX had GAP coverage which must apply to the balance of you payoff. Company fully ignoring me and not doing anything. I have left several messages, spoke with representatives who are picking up the phone. I exhaust all options and looking for help. I did nothing wrong, paid my lease exact at due dates never been late till the vehicle has been stolen from me. that is the claim determination. I was trying to claim right after I found vehicle did not returned but dealer was telling me that he is getting vehicle back. I have all proves which I send to insurance company. I spoke to attorney and as per attorney I can't even sue the dealership for this act. Please help me to get this issue resolved. My credit has charge off which is effective my job as well as any purchases. Please call me at your earliest convenient for any evidence of this incident. XXXX claims representative will be willing to provide any necessary documents. More the company Infiniti Financial representative told the claims that they will get GAP applied toward the balance and will do work hard to remove the charge off status of my credit report. 
Thank you in advance for your help. 
Sincerely. 
XXXX XXXX

Company response to consumer: Closed with explanation