Consumer complaint received 2018-08-21
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
XXXX XXXX Contacted Nissan ph # XXXX for deferred payments arrangement ( waiver ). I contacted XXXX XXXX in XX/XX/XXXX to let them know of my situation where I got laid off from my job and was unemployed. I asked if I could defer payment in XXXX, rep specifically indicated I had one left as I used all others up. I qualified, however I would have to wait until XXXX payment due. I said oh okay, I wait for my birthday month. Today XX/XX/XXXX called and rep indicated I dont qualify for deferment and used all up, I indicated previous conversation I had w/Nissan as she said Im sorry, we are aware of the conversation but I was misinformed, sorry about that. I asked for Manager, got XXXX XXXX. I explained same situation as XXXX refused to acknowledge the issue, in which I called about '' Deferred payment '' conversation in XXXX. Ms XXXX goes on about how I used up my deferments and dont qualify for another deferment. I said XXXX Im calling in reference to a " conversation took place over the phone where rep informed me that I qualify and I was anticipating on this and now you changed your mind? Im not calling about or questioning past pay history on deferments received. She refused to acknowledged the rep I spoke to re deferment This conversation is about what I was informed and told I could do and now you want to go back on your word and disregard and change the subject. She did not apologize at all, as a matter of fact she said '' This isnt good for you. I said excuse me? You dont need another deferment and its not good for you, I said again, who do you think you are? XXXX said you have only been in this loan for 2 years and we can take your collateral now, when your maturity date comes up, you owe and you need to understand that, I said I am very aware of the terms and not questioning the terms, this is about a conversation took place where I was told I could get a deferment. XXXX said this is not good for me. I said how dare you, who are you to decide " whats good for me? I am XXXX years old and I can make that decision as to whats good for me, you dont know me or my situation, she says I know your situation. I said thats not for you to decide! I said XXXX did you know I could refinance and go to another financial institution and dont have to wait til end of the term with Nissan? Who are you to make that decision on whats good for me? XXXX said Im concerned because at this point we can take your collateral, I said excuse me?, Im confused, What did you say? XXXX comes off with THREATS of taking my collateral/auto based on my being CURRENT ON MY LOAN. No past due balance and as a matter of fact, I had the loan OVER 3 YEARS not 2, As XXXX is unfamiliar and misused her info on her part bc Nissan only show last 2 years online, where I purchased vehicle OVER 3 years ago! She was incorrect again! She said youre on 2 years in the loan and used up deferments. Im appalled at all the misuse, mishaps, incorrect info from Nissan, XXXX threatened to take my car as if i AM in a repo when my loan is current, XXXX said I was in 2 years of the loan when Im over 3 years in loan, refused to address the mishap conversation I had approved deferments ; but tried to switch conversation about how its not good for me and continued to go over all the deferments I received when this is not something I called for or asked about nor did I question, as I am fully aware of the deferments made. XXXX called herself counseling me and advising me to what is good for me, if I need some financial advice I will contact a professional on my own, nor did I ask XXXX for her personal opinions. Where does Nissan get the right to advise and counsel me from calling CUSTOMER SERVICE supervisor named XXXX XXXX?? Her incompetence is disturbing and treating me like a door mat is not acceptable. I have made payments on this loan OVER 3 years and not ONE LATE PAYMENT! NOT ONE! I have been treated unfairly and they have misused me and provided inappropriate, incorrect information,, threats of taking my car when its current and no late pays in over 3 years, inconsistent and the audacity to advise me. I did not ask for this at all.

Company response to consumer: Closed with explanation