Consumer complaint received 2016-11-18
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: IL
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I bought a XXXX in XX/XX/XXXX. Initially, I did not want to buy XXXX, but after seeing the way the XXXX handled itself on the road, I was convinced. 

I have had nothing but trouble with XXXX since I purchased it last year, mainly with the customer service department at Nissan Motor Acceptance Corporation, which has ranged from rude to downright unprofessional. I made an arrangement with an executive in XX/XX/XXXX to pay the first of several back payments. XXXX days after I made the arrangement, I was contacted by a repo agent, who showed up to my apartment at XXXX to repossess my car. He did not update his information and took my car. I contacted the company to retrieve it. The repo agent came back with it the next day, along with a sorry excuse of an apology. I went to the recovery company where he was hired to get some sort of compensation for the XXXX he and XXXX put me through. 

I tried to make amends in terms of reconciling my delinquent account. I was well on my way to fulfilling that when I was involved in a motor vehicle accident in XXXX 2016, which required my car to be fixed. The at-fault insurance company wrote me a check for the amount of the damage and the body shop would have been paid, had I not used most of my repair money to pay XXXX! 

I asked XXXX for assistance to help secure my vehicle by paying the body shop ( where it was still sitting XXXX the {$2200.00} I still owe. They initially refused to help me. When I asked the executive specialist, XXXX, to refund my money so I can pay the owner, she said that XXXX would not do that. When I asked that same XXXX to let me speak to someone over her, she refused to let me talk to someone, as she was the last point of contact. I also spoke with a XXXX in their repossession department, who was the one who coerced me into repossessing my vehicle and whose exact words were, " food for thought, we can, with your permission, have your car seized from the body shop, we 'd pay for the fees and you would need to speak with the reinstatement department to possibly make arrangements to pay the storage fees and they may be able to work out a payment plan for the rest. Your account is in good standing but we want to try to help you. '' I told XXXX to give me time to raise the money on my own before I took that route. When I was unsuccessful in raising it on my own, I reluctantly and tearfully had my car seized. I was never sent a letter as to how to retrieve my vehicle or possessions, nor was I told that my car was being sold into auction XX/XX/XXXX, I found out from the Illinois Attorney General 's office, whom I also made an unsuccessful complaint against XXXX with. 

Because I chose XXXX, I was hounded, harassed, and humiliated by their customer service representatives, supervisors and managers, all of whom treated me like a criminal when I found myself late with my payments. Even after I made payments on what I owed, they still found a way to treat me horribly. 

I know that having my car repossessed while my account was in good standing was, in and of itself VERY ILLEGAL. I also know that, after making an initial arrangement in XX/XX/XXXX to pay the late XX/XX/XXXX payment with a XXXX executive specialist, only to have my car repossessed BY MISTAKE XXXX days later and I had to fight like XXXX to get my car back, I was not supposed to pay XXXX for that error and I will not pay them either. 

I am attaching the copies of my bank statements, the extension agreement, the letter from the Illinois Attorney General 's office, as well as an escalation letter sent on my behalf by XXXX, who is also working with me to get this repossession ( now charge off ) removed from my credit reports.

Company response to consumer: Closed with explanation