Consumer complaint received 2023-11-22
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I purchased a XXXX  XXXX XXXX on XX/XX/2017, which I was approved for financing through Nissan Motor Acceptance Corp. ( NMAC ). I have tried for the past 4 years to try and resolve some issues/concerns that I have regarding my account and to date, have yet to get resolved. 

I have repeatedly asked to speak with a supervisor and I either get hung up on or I am told one would return my call and I never receive a call back. 

I have many issues/concerns that need to be addressed and I am disputing the current balance they say I still owe on my loan as I am wanting to pay the loan off, but I refuse to pay the balance they claim because they can not give me any answers. 

I financed $ XXXX 8.91 % APR for 72 months with a monthly payment of {$710.00}. I have made XXXX payments to date, leaving me 3 payments still owed on my loan which does not add up to the $ XXXX that they claim I still owe. 

I will try to explain my issues/concerns the best that I can and will upload documents for reference to show what I am referring to. I requested a payment history from NMAC which they sent me a payment history and a transaction history which dont seem to match, and I will address. Be sure to look at the last page of the payment history, you will see XXXX the balance is {$39000.00} then the line above it shows XXXX with a balance of {$39000.00} ( it was reduced by {$430.00} but NMAC can not explain ) but if you look XXXX lines above on XXXX the balance is back to {$39000.00} even though I made 3 payments. But I will start with the first payment : My first payment was due XXXX, which I admit I paid late. 

On XXXX ( NMAC shows XXXX ) I paid {$780.00} that included late fees, but NMAC posted the entire amount to interest. Nothing was posted to the principal. I have asked NMAC numerous times to please correct and they have refused to do as they tell me, it is posted correctly, which they can not explain to me how I had accrued that much interest with being only 38 days late. I expected that more of my payment would go to interest with being late but there was no way that the entire payment should have been posted all to interest. ( see payment history ). 

On XXXX, I made a payment of {$570.00} that NMAC also posted all to interest, again with no explanation as to why and they refuse to correct this payment as well. ( see payment history ) For unknown reasons that NMAC can not explain, the payment I made of {$1300.00} on XXXX, NMAC reversed the payment on XXXX ( see transaction history ) and then that same day on XXXX, they reposted but what they posted was the exact same amount for the principal & interest just one was a debit & one was a credit so it was basically in and out which makes no sense & why they did this 5 months after the payment was already made. 

NMAC did this again with the payment ( which they said they couldnt accept a payment over {$2000.00} when I called to make the payment, so I had to pay 2 phone fees to make this payment ) of {$2200.00} that I made on XXXX, then 3 months later, on XXXX, NMAC reversed the payment and then reposted the payment with no explanation. 

If you look at both the payment history & transaction history, the balance goes up and down, which NMAC has no explanation for other than saying everything is posted correctly and the I currently owe over {$5000.00}. Also, if they could look at all the payments and how they were applied as I feel some of the payments more went to interest than it should have, as an example, look at the payment made on XXXX, I paid {$1300.00} and {$880.00} went to interest and only {$480.00} went to principal. 

I have asked for a supervisor to please look over my account as I was told that it didnt look right but they have yet to do so and now that I am at the end of the loan, they refuse to look over my account and are unwilling to even try to help me or address my concerns. 

I have other issues because I recently learned that the dealership that I purchased the truck from, apparently sent NMAC an electronic contract with the wrong Vehicle Identification Number ( VIN ) listed when I actually signed a paper contract with the correct VIN # that I guess the dealer never submitted to NMAC.

I have already paid over {$50000.00} for this truck and I want to pay it off but I do not want to make another payment until they can explain to me why they swear the 2 payments that went to interest were posted correctly and how they determined that and why months later payments were reversed and then reposted and how they determined that I still owe over {$5000.00} because I believe I owe approximately {$2300.00} and I am willing to pay that amount today to pay the truck off. 

As I stated before I have called numerous times over the past XXXX XXXX years, and for the past 3 weeks, I have been calling them daily to get help because I do not want them to repo my truck while I am trying to get this resolved. 

But as I write this complaint, I received a call from a lady in the repo department informing me that they are about to place my loan out for repo as I am almost 90 days late.

Company response to consumer: Closed with explanation