Consumer complaint received 2018-09-22
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Vehicle was damaged or destroyed the vehicle

Complaint:
I suffered a total loss of the XXXX XXXX XXXX, XX/XX/XXXX in an accident that I was not liable for. 

A check for {$10000.00} was written by my insurance company XXXX on XX/XX/XXXX. I was told by Nissan, to send in a VSC Cancellation form and all of my warranty contracts such as GAP, service plan, maintenance, and tire/wheel would be cancelled. I sent in the VSC cancellation form on XX/XX/XXXX and continued to call the total loss department to see if it had been cancelled. I was told they were still processing everything and were waiting to get more documentation ( proof ) of the total loss from XXXX. 

I called XXXX no less than 25 times from the date of my accident until XX/XX/XXXX when they finally said everything had been taken care of theyd sent a copy of the check to Nissan ( although they had already cashed it ), police report, and salvage records proving it had been taken to auction. 
XX/XX/XXXX I received a call from the Total Loss department of Nissan stating I had an outstanding balance of around + {$1500.00}. They stated I had been delinquent in payment of my note for the past few months and my credit had taken several hits because of this. I was completely dumbfounded. The lady assigned to my case said I first needed to sign a document for a 30-day extension to pay the balance. Once that is approved, I needed to contact gap to file a claim. 

I called GAP, to file a claim around XX/XX/XXXX. They stated they needed more documentation to do so. Also, I needed to call Nissan back and have them cancel each of my contracts. I told her Id done this back in XXXX. GAP stated they had nothing to do with this and could not assist until Ids spoken with Nissan.

I called Nissan the same day I first spoke with GAP to cancel any existing contracts. My Case # is XXXX. They cancelled my maintenance plan for {$210.00} on XX/XX/XXXX. I called GAP back, hoping to now file a claim to see if they would cover the gap between my contracts and what my insurance company paid for the vehicle. GAP stated I also had a tire and wheel contract, and a service plan. I asked them for the contract numbers and they claimed they could not see them, but it stated in their system I had them. 
I called Nissan back who stated I needed to contact the dealer where I bought the vehicle to cancel the tire and wheel. As for my service plan, they could not find it. The dealership where the vehicle was purchased, XXXX XXXX of XXXX was sold in XXXX or late XXXX after I purchased the car. It is now XXXX XXXX of XXXX. There was no way to speak with the dealer as that particular place no longer existed. Nissan looked into this and confirmed the dealership had indeed been sold. No further action was taken by them to attempt to override this and cancel the plan. 

I contacted Gap once again to ask them exactly what documentation was needed. They stated they needed proof of payment from XXXX with the dollar amount listed, a police report, and proof all contracts had been cancelled with the amounts listed. I told them the maintenance plan had been cancelled, but the two others Nissan was refusing to cancel for me. They once again stated there was nothing they could do until I had all three contracts cancelled.

As the 30-day extension was approaching, I contacted the initial lady whod called me in the first place to inform me that this second car and balance had been sitting on my credit since XXXX. I informed her of the run around I was getting and she sympathized, as she stated she could easily see the contracts and would be willing to send me each of them I signed that evening dealing with the tire/wheel, maintenance, and service plan. She found this very strange since the department Id been having all these issues with was whod sent them to her when my car was deemed a total loss. The three documents were password protected ; XXXX is the password. I sent these documents to both Nissan and GAP on  XX/XX/XXXX. I also sent the police report and proof of payment to GAP. 

Nissan called me on XX/XX/XXXX stating theyd received the documents but they were password protected. I called and gave the lady the password and she looked over each contract. Much to my dismay she says okay I can go ahead and cancel the maintenance plan. I was completely outdone. I stated Id received an email a month before saying it had already been done. She had no idea what she was talking about. I said I need the tire and wheel and the service plan cancelled. The tire and wheel, based on the XXXX odometer reading they should both be prorated back to the balance left as of XX/XX/XXXX. The lady on the phone tells me to go to the dealership and have them cancelled. I explain for the hundredth time the dealership was sold to someone else. She tells me I should XXXX tire and wheel contract and see if I can get a company to cancel it that way. I ask her about the service plan and she continues to mention the tire and wheel contract, completely wasting my time once again. We end the call and I am no closer to getting anything done, besides now knowing they have at least received them. 

My credit was not the best but I was working on it. When I bought the vehicle I have now, a XXXX XXXX at XXXX XXXX of XXXX, Id been told by XXXX if I take a copy of the lien satisfaction letter to them when I go to buy the car they should be able to run my credit as if the other is not on there. At the time I was told XXXX would be working with Nissan to get the contracts cancelled. This was not true. 

I did not realize until XXXX the XXXX was still on my credit and had been all this time. I am ashamed, frustrated, and can not purchase anything or move as I would like to when my lease is up as I have a second car that no longer exists on my credit. I have exhausted all of my efforts and have even attempted to speak with a manager at XXXX XXXX XXXX XXXX to rectify this to no avail. Please assist me in not only getting these contracts cancelled as of XX/XX/XXXX, but to assist me in returning the points lost on my credit score due to this.

Company response to consumer: Closed with explanation