Consumer complaint received 2016-11-15
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: IA
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I completed my lease 36 month lease agreement with Nissan Motor Acceptance Company in XXXX 2016. When I took the car back to the dealership I signed all of my papers and had a balance due of {$0.00}. The leasing officer at Nissan told me that if any additional monies were owed such as the disposition fee, it would be sent in the mail. On XXXX XXXX ( 3 months later ), I received a letter stating my account was in collections for {$390.00} ( disposition fee ). At this point after also receiving multiple collection calls, I contacted Nissan on XXXX/XXXX/16 and let them know that I had not received any letters and questioned why this account was in collections. The first representative I spoke to said that letters were mailed but she could not send me proof that they were sent. I found this to be false so I escalated to a supervisor. The supervisor indicated that letters were mailed and were mailed to my current address. I asked for proof of the letters and the supervisor sent them to my personal email. Sure enough the letters were sent to an address I had lived in 3 years prior when the lease was originated. After receiving multiple collections calls I contacted Nissan again on XXXX/XXXX/16 to explain to them I did n't receive these letters and that this remaining balance should not be in collections. After being transferred multiple times I was put on with a supervisor that stated the statements were mailed in error to the wrong address as my address had been updated in the past. I told the supervisor that my account is not being handled appropriately and I should not be in a collections status. She informed me that I still had X amount of days before they would report to the credit agencies. There are several issues I have with the way Nissan is handling this : 1. They sent a collections letter to the proper address but my final statements and bill were not sent to the correct address. 2. This is unfair treatment as I am not being given the same amount of time to pay the remaining bill as someone who would have received their final bill. One month to be exact. 3. I asked the supervisor for the remaining balance which was a disposition fee of {$390.00} to be waived for the inconveniences this has caused me ( multiple calls to NMAC trying to get my issue resolved, possibility of having my credit impacted which could financially harm me in the future, receiving collection calls for something I was never given proper time to pay ). The supervisor stated that legally they could not waive this fee because doing so they would have to waive for all customers. I find this interesting that they will waive this fee I sign a new lease or buy a new car from them ( customer loyalty program ) but they will not waive if they make an error, harass a customer via collection methods, and impact their credit worthiness. I am requesting that the remaining balance of {$390.00} be removed by Nissan for the many reasons state above.

Company response to consumer: Closed with explanation