Consumer complaint received 2016-11-08
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: GA
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I have been attempting to buy out a Nissan lease since XXXX. When I tried to complete the transaction with the dealership, they said there was roughly another $ XXXX that had to be paid to NMAC with no explanation. After contacting NMAC I was told that despite being on autopay the entire lease term, they would not draft the last payment, and that I had to make it manually over the phone. There was no communication about this requirement which partially delayed the final purchase and resulted in late fees. They also charged me a fee to take the payment manually! They also noted XXXX {$700.00} from an unexplained " parking ticket ''. I told them I was unaware of any unpaid tickets and requested validation before I would blindly pay {$700.00}. I was told they had to pull a copy of the ticket from the " file vault '' and that it would take 48 hours to receive via email. It actually took about 2 weeks to receive the email, and it was not a copy of the ticket as promised, but a simple print out of the charged dollar amount that I can access online. There was no reason to wait 2 weeks for this! We decided to make a trip into the dealership to get them on the phone with NMAC and hopefully get this resolved once and for all. The agent there just put us at an empty desk, dialed the number, and left. So the dealership was no help. Ultimately, the phone agent promised again to send an actual copy of the ticket and that it would be faxed directly to the dealership within 2 hours, as well as be mailed. Nothing ever arrived. We contacted NMAC and the dealership again to complain. XXXX XXXX at the dealership finally sent a text message on XXXX with a screenshot of an email he received that at least contained a ticket #, but no copy of the ticket or proof that it was valid. We decided that the only way to validate the ticket was to do the work ourselves and go hunting for this ticket # at the local police departments and XXXX offices. After lots of time, we were told by XXXX XXXX that the ticket was in fact an error of the billing company had issued multiple duplicate bills to NMAC and that she dismissed them. This explains why the ticket was unrecognized as well as why it was so high for " a parking ticket '' as described by NMAC. So there was in fact an error, and we had to jump through hoops to prove it, instead of being treated fairly and provided with proper documentation. I called NMAC and talked to XXXX XXXX and explained the error and the dismissal. He asked me to go back and request copies of the dismissal. We requested copies but XXXX XXXX clerk told us that the original tickets that NMAC already had are the only documents. The clerk provided us with lots of additional detail to provide to NMAC, including her name and phone number, and the name and phone number of the billing company that has a credit waiting for NMAC if they would simply call to retrieve it. I called NMAC again and spoke to XXXX XXXX and explained the situation again. He told me this was not enough information for him to take any steps, and despite saying that he could see copies of the original ticket, he said I had to fax my copy of the ticket because " Anybody could just call in and say this. '' I think that 's outrageous, but I decided to send what he asked for so he will proceed. XXXX XXXX who has copies of the tickets, faxed them directly to XXXX and confirmed that they were sent. I been waited and expected to hear back but did not. I 've since been calling and leaving messages for both XXXX and XXXX but they do not answer nor return my calls. It 's now XXXX and this is still not resolved, there is no end in sight, and no one at NMAC nor the dealership is trying to resolve the issue. Meanwhile NMAC is adding lease payments and late fees onto the purchase price of a car that I should have owned in XXXX if not for their incompetence.

Company response to consumer: Closed with explanation