Consumer complaint received 2015-12-15
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I lost my job in XXXX 2015, towards the end of the month I realized I had not paid my car note that was due XXXX XXXX, 2015. I instantly called Nissan Motor Acceptance Corporation to set up a payment arrangement. They agreed to offer a payment extension where they would move XXXX 2015 and XXXX 2015 payment to the end of the loan, extending my loan but giving me time to gain new employment. I signed the payment extension on XXXX XXXX, 2015, and mailed it the next day, by the claimed deadline, but they say did n't get it in time. When talking to them I specifically asked if I would be penalized if it got to them after XXXX/XXXX/2015, due to them not providing a return email address, or fax number, it having to be mailed to a P.O. Box, and me not being able to send it certified mail. They told me no. I have found new employment and have made XX/XX/XXXX and XX/XX/XXXX payments. My husband and I are currently trying to buy a house, which is when we were told that NMAC put a nick on my credit saying I was 30 days late for XXXX 2015. When I call, on XX/XX/2015, to ask why they had put on my credit that I was 30 days late, they claimed that I did not get my paper work to them prior to the date. When I explained what the original agent told me they said that it was not in the notes and that she would never have told me that. So I was pretty much called a liar, then I was told that it states that if I do not send the form back and that they do not receive it prior to the 30 day mark that it will count against you, and since they had " processed '' it on XX/XX/XXXX that they would not do a courtesy removal! I have a copy of the signed agreement and nowhere does it state such. It does however have an offer expiration date of XX/XX/2015. This week I pulled my credit and it now shows that I am not 30 days late for XX/XX/XXXX, but that I am 30 days late for XX/XX/XXXX. I called them yesterday morning and explained that it was showing that I was 30 days late for XX/XX/XXXX and that I had a bank statement showing that is not true. He looked it up and said no ma'am you were not late. So I asked if there was a letter they could send me to verify since we are currently trying to purchase a home, he said yes and that he would notate that they needed to put the information specific to XX/XX/XXXX on it. When I received it, it did not notate any such thing. So I called NMAC back again, and explained that I had received the letter that was not detailed as I had asked and was promised it would be and wanted to know what was going on. He said he could send out a new letter showing what I was asking and that it would have the specific times I was late. He then told me that It would state that I was 30 days late in XX/XX/XXXX and asked if I understood. I said no I did not due to the agreement, and wanted to know why it is constantly changing, and that I did not understand how they can just mess with people. I did what I was asked to do, by the time I was asked to do it, and now I am being penalized and having to constantly call and get " help '' yet they will not give it. I never received the letter they promised me yesterday, instead I received it this morning. It is the same letter that I got yesterday, the only difference is the due date and payment amount due. So once again I am on hold for another 30 minutes to 1 hour, to beg for help again, that I feel I will not receive. It is almost like they take pride in playing with people 's lives. I would like the nick to be removed, seeing as I was in compliance from the beginning. Otherwise what is the point in trying to do the right thing and call and set up payment arrangements when, they are going to penalize you, and treat you like dirt anyways? Can you help me please?

Company response to consumer: Closed with non-monetary relief