Consumer complaint received 2020-09-16
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: MA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Subject : Nissan didnt provide me any payment relief options during the COVID-19 crisis and repossessed the car without any previous notice ( prior to 90 days due ), creating all types of difficulties to terminate contract and/or getting to an agreement. 
Details : My name is XXXX XXXX XXXX XXXX, I am a recurrent Nissan leasing customer - I bought the first Nissan Pathfinder in XX/XX/XXXX XXXX XXXX XXXX ), complied with all the leasing terms and later in XXXX I entered in a new leasing contract XX/XX/XXXX of a new XXXX XXXX ( XXXX XXXX ). 
Regarding the current leasing contract ( subject of this letter ), I have paid all the monthly bills through my XXXX XXXX XXXX checking account ( preauthorized monthly debit transaction ) since the begging of the contract - until XX/XX/XXXX, without any payment default and/or delay ( not even one day of delay for any installment payment ). 
In XX/XX/XXXX I have called the Nissan corporation to ask for an early termination or payment relief since COVID-19 crisis had affected my financials and I was not using the car it all. The company not only declined my request but also for my surprise they have sent a debit collector on the night of XX/XX/XXXX ( Sunday XXXX ) in attempt to repossess the car due to a delay of payment ( last payment was done by XX/XX/XXXX ). 
At that event I couldnt call the company ( call center was closed ), the Nissan representative threaten me calling the police if I would deny to let him toll the car causing even bigger embarrassment in the front of my neighbors. So I had no other choice unless authorizing the company representative to toll my car on a Sunday night without any possibility of reaction. 
Nonetheless the attempt to repossess the car happened without any previous attempt by Nissan to collect the debit neither by phone, mail or email. 
After several contact tentative I was able to talk to the Nissan debt collection agent, over the phone, on XXXX, XXXX, XXXX, who denied to provide his name by the end of the call ( gave me only a company internal ID number - XXXX ). 
The agent mentioned during the call that the tentative of collection was not necessary and the company could do as courtesy and in order to repossess the towed car I would have to pay in full not only {$1000.00} ( equivalent to the payment balance ) but actually {$3300.00} due to taxes and fees, without any possibility of renegotiation. 
I offered to pay all the balance in full and return the car back to the company and the agent said it was not acceptable by the company. The agent said if I didnt agree with that situation I should submit a dispute letter to the company, but again, he didnt gave me any further guidance on how to do it, reason why I am sending this letter to you in advance ( the call with recorded and this information of this letter can be extensively proved by bank statements, lease contracts and calls recorded files ). 
In other words, the company not only took advantage of their client in a moment of such social pain and financial struggle but also caused more stress and embarrassment to a family of a recurrent customer with no previous track record of payment default ( not only one month / day of delay since the beginning of the contract ).

I have another two leasing contracts with XXXX XXXX and XXXX and both are also in perfect payment status as can be notice in my credit history, so I don't want to harm any business, but I kindly ask your interference to help me negotiating the leasing balance payment ( {$1000.00} ) and the contract termination.

Company response to consumer: Closed with explanation