Consumer complaint received 2016-06-23
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: WA
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
Here is a letter I sent to Infiniti Financial XXXX Services ( XXXX ) describing the issue : The purpose of this letter is to petition Infiniti FS so they will consider removing the negative information they have listed on my personal credit report. As you can see ( Exhibit A ) my payment was reported 30 days late 2 months in a row in XXXX XXXX and in XXXX XXXX on my credit report for XXXX XXXX, and 30 days late to XXXX and XXXX. And no this is not just another letter from a customer who forgot to pay their bill and expects Infiniti to remove an accurate report of a late payment. Rather, there were extenuating circumstances which I will describe here : From the inception of my lease I signed up for the online interface and opted to have each month 's payment automatically debited from my account using your Autopay feature. You can scroll back through the payments as far back as XXXX, XXXX ( I purchased the car on XXXX XXXX, XXXX ) and see they were all debited online. In XXXX of XXXX I switched banks. Because there is often a delay when setting up an AutoPay account, I made sure to switch my bank account number online through Infiniti Finance in XXXX. As you can see from the attached Exhibit B, your website confirms that I added this current checking account on XXXX XXXX, XXXX. 
For some reason, even though I made sure I not only added the new account but also enabled Autopay, the XXXX payment was not debited. I was not aware that this payment was late until someone contacted me from Infiniti. So on XXXX/XXXX/XXXX I authorized XXXX payments from my account, which you can see from the attached Exhibit C. I also made sure I was setup on Autopay so there would not be a glitch again. I was told that there had been some system upgrade and the representative assured me I would be OK for my future payments. I can not believe that Infiniti would go on to report my account late to the credit bureaus under these circumstances! 
It gets worse though. Once again your system did not debit the XXXX payment from my account and I finally got a phone call in XXXX from Infiniti saying my account was late! I could not believe it! I made a payment on XXXX when I received the call and setup the Autopay feature again so the account debited my payment on XXXX. Imagine my surprise when I checked my credit report 6 months later and found the negative information. 
Please review the exhibits I have attached so you can confirm that what I am saying is accurate. I have really enjoyed my car but the lease is up next month and the last time I was at the dealership ( 3 months ago ) to review my options, because of the negative credit info on my account from Infiniti finance I was not able to secure a preferred credit customer rate and the monthly payments they quoted me for a new Infiniti were outrageous! What a scam! At this point I am so disappointed in your unfair treatment I am going to return my lease and purchase another car brand. I feel really betrayed by the whole process as a customer who has always made her payments on time using the technology provided on your website. 
[ I sent this fax on XXXX to XXXX XXXX in Infiniti Financial services after speaking with him. I then traded in my lease and purchased an Infiniti. After the lease as fulfilled, NMAC debited an ADDITIONAL payment from my bank account which took weeks to get returned. Their system is a disaster. I sent several more faxes to get this resolved. XXXX XXXX informed me that the negative info would not be removed and this info has caused me to have a lower credit score which denied me the ability to get approved financing for my new Infiniti, for my house purchase, etc. ]

Company response to consumer: Closed with explanation