Consumer complaint received 2020-09-18
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: DE
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Account : NMAC XXXX Account Holder : XXXX XXXX XXXX Action Requested : Investigation to remove adverse action on credit report. 
To whom it may concern, I received a notification via mail on XXXX XX/XX/XXXX from a collection agency ( XXXX XXXX , XXXX ) of a bill for {$880.00} ( account # XXXX # XXXX. The bill listed Nissan Motor Acceptance Corporation ( NMAC ) as the creditor. My Wife contacted NMAC via phone on XXXX XXXX to inquire about this bill. The customer service representative ( XXXX ext XXXX ) explained this bill was a result of us not submitting payment for the pay-off amount for our auto loan, and as a result, NMAC referred the amount to a collection agency ( XXXX ). My Wife explained that we did not receive notification of a pay-off amount and that our auto-payment account was still active and funded. XXXX responded that there was nothing she could do for us and we needed to pay the collection agency in order to settle the account. I contacted NMAC via phone the following day ( XXXX XXXX ) and spoke with the same representative ( XXXX ) concerning this account. XXXX stated that a letter was sent via mail to our home address in XXXX to notify us of the bill for the pay-off amount. I explained that we never received any letter from NMAC and asked why we were not notified by phone or email before the bill was referred to collections. I explained further that our automatic payment account was still active with monthly payments being withdrawn by NMAC on a consistent basis. I explained that every payment on this loan and on the previous Nissan vehicle I purchased was paid in full and on time. I asked how we were  supposed to make a payment that we did not know about. XXXX responded that there was nothing further we could do other than pay the collection agency ( XXXX ). I asked if we could file a complaint, and she responded that we would have to contact Nissan Consumer Affairs in order to do that. Per Doyinsolas recommendation, I contacted Nissan Consumer Affairs via phone and was immediately referred back to NMAC for all issues regarding Nissan finance accounts. I was informed that Nissan Consumer Affairs does not accept complaints regarding finance. After this, I contacted NMAC again via phone and requested to file a complaint. In response I was told that they did not take complaints over the phone and that I would need to send any complaint via mail. Since no one at NMAC would assist me in resolving this issue, I decided to contact XXXX and pay the bill. I spoke with XXXX at XXXX on XXXX XXXX and paid the amount in full ( $ XXXX # XXXX XXXX. My Wife and I have filed a complaint with the XXXX XXXX XXXX ( # XXXX ) against NMAC and submitted dispute with all three credit agencies. There is no excuse for NMAC to treat customers in such a derogatory manner. Prior to this incident, there were no adverse accounts or missed payments on my credit  reports. I serve on XXXX XXXX in the United States XXXX and have worked hard for many years to maintain excellent credit in order to support my Wife and Children.

To demonstrate the inaccuracies on NMAC 's part, I am uploading a receipt showing the account to be paid in full along with a notification from XX/XX/XXXX received from Nissan/Infiniti ( NMAC ) that lists the vehicle 's full VIN number and state 's that it was paid off at that time. Prior to the letter received from the collection agency in XXXX, that is the last document received via U.S. mail from NMAC. The last email received was delivered on XX/XX/XXXX, which indicated a statement was available for view on XXXX. The account holder 's contact info ( phone, email, mailing address ) has not changed since the origin of the loan. All three credit bureaus now reflect derogatory information on the account holder 's credit report as a result of NMAC 's  reporting. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation