Consumer complaint received 2016-01-13
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: FL
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
On XXXX/XXXX/XXXX I called Nissan Motor Acceptance Corp. ( XXXX ) and spoke with XXXX. I informed him that I made two payments of {$390.00} which came out of my checking account on XXXX/XXXX/XXXX. He advised that I need to wait until the payments were posted ( meaning on Nissan 's side ). I understand completely and asked if I should call back tomorrow XXXX/XXXX/XXXX. He said yes. On XXXX/XXXX/XXXX around XXXX XXXX EST I called back and spoke with XXXX. I reiterate the same information I gave from the previous night ( which he saw in all the notes and stated to me ) so XXXX proceeds to confirm that they ( Nissan ) did receive two payments for {$390.00} on XXXX/XXXX/XXXX and asks me if I would like the refund in a form of an ACH or a manual check and it will take 7-10 business days to receive the refund either way ; however, because I requested the refund in a form of an ACH, I would not be able to get a confirmation number. IF, they were to cut a manual check, he would be able to give me a confirmation number. On XXXX/XXXX/XXXX I opened my mail from Nissan stating that I owed a payment for {$390.00} due XX/XX/XXXX because I " attempted to make a phone payment through their Billpay Matrix on XXXX/XXXX/XXXX which failed ''. Check phone records, I never did that, all I did was call their XXXX number at that time to try to get my money back on XXXX refund of {$390.00} since the duplicate payment was paid twice inadvertently. At this time, upon receipt of the letter ( thank God for my great note-taking ) I call Nissan back on XXXX/XXXX/XXXX at XXXX XXXX EST and finally get XXXX XXXX, unable to help me with a resolution after consulting with her supervisor named XXXX, I ask her to transfer me to HER immediate supervisor immediately for a resolution. At this point I am speaking with XXXX. Please keep in mind, I am told they do not disclose last names. 
She tells me that I " should 've '' been told that the transfer takes 7-10 business days to process from XXXX/XXXX/XXXX. It is very deceptive to be told by XXXX that it will take 7-10 business days from XXXX/XXXX/XXXX for my credit/refund to reach my account, while XXXX tells me on XXXX/XXXX/XXXX that they began the process of refunding my second payment of {$390.00} on XXXX/XXXX/XXXX, and it takes an additional 7-10 business days for it to hit my checking account. How misleading is this?!?!?!?!? They are basically holding on to my money for a month and at the same time double billing me!!! Then XXXX proceeds to tell me that I will HAVE to pay my regular payment of {$390.00} due XXXX/XXXX/XXXX, even though she can not guarantee me that MY refund from XX/XX/XXXX of the extra payment of {$390.00} will be credited to me even after XXXX 's employee, XXXX, provided me with wrong and misleading information, was extremely deceitful!! To top it off, XXXX offers to deduct {$90.00} from my XX/XX/XXXX payment even though the statement they will mail me will not reflect this ... .how could I have any trust in this company?! I would rather their employees do the right thing and do what they said ( which is give to give me back my money which is what was owed to me ), and just save me the time and aggravation!!! Why is it that they are not held accountable for misleading and wrongfully informing me for monies owed to me, yet they have no accountability or retribution?!?!?!? 
Regretfully, XXXX XXXX County, FL

Company response to consumer: Closed with explanation