Consumer complaint received 2016-06-11
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NC
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Problems when you are unable to pay

Complaint:
I recently fell behind on monthly lease payments due to a financial hardship. I lost my job in XXXX XXXX and did not resume working until XXXX XXXX. I began a lease with Infiniti Financial Services in XXXX XXXX with monthly payments of {$840.00}. I do not believe I should have been assessed this high of a monthly payment by the dealership, XXXX XXXX New York. 

I initially contacted Infiniti Financial Services in XX/XX/XXXX upon losing employment to let them know it was likely I would not be able to maintain the high monthly payment and to ask what options there were so I could still pay toward the balance and not end up losing the vehicle. I was told there were no options as this was a lease and not a financed vehicle. 

I was able to continue making payments until XXXX XXXX and after that missed my XXXX payment. When my account was more than a month past due I received advice from a representative to call on the day my account was 45 days late and I would then have additional payment options available. I called XXXX XXXX and spoke to XXXX, who after hearing my financial troubles and reviewing my account asked if I could pay {$400.00} per month, and I stated I could pay half my current monthly obligation, {$420.00} per month. He told I would be able to do so, although that would not bring my account current it will remain 30 days late as each payment would remove 15 days and the balance due would decrease. 

On XXXX XXXX I called in to speak with XXXX and was not transferred and told that employees are not permitted to transfer calls, although XXXX had given me his extension. So I asked that a message be left to call me. I called again on XXXX XXXX and was told my account was 60 days late and now being overseen by XXXX XXXX. 

I was transferred to XXXX XXXX and had quite a few questions based on the previous information I was given in regards to my payment arrangement. XXXX XXXX was beyond rude and unprofessional in her tone and verbiage. She told me my only option was to pay the {$420.00} and then let her know within a few days exact dates I could pay the remaining balance on the account or my car would be repossessed. Or she said I could just voluntarily surrender it if I ca n't pay for it because its not worth the headache. She then went on to say what the previous representative had told me was null and void because that was n't the contract I signed. She also asked why I signed the contract and said she ca n't figure out why I 'm trying to hold on to the car. XXXX XXXX made remarks that there was no way I could stay in a {$50000.00} car paying {$420.00}, it was n't smart business sense and the company is losing money and I would n't expect to be allowed to stay in my apartment that rents for {$1500.00} if I only pay {$700.00}. I let her know the car is not {$50000.00}, that in fact is my balance including negative equity and fees and the value is much lower than that. She expressed frustration at my questions for clarity and when I said she was being rude remarked that I kept asking the same thing over and over again. After our conversation I was able to again speak to XXXX who assured me my payment arrangement still stood and he got approval from his manager XXXX XXXX for me to make monthly payments of {$420.00} and I was in no danger of repossession. 

I chose to then contact XXXX XXXX once again to relay that message and she was yet again rude by saying she does n't know what was said as she was n't on the line with me when I spoke to that representative and so I asked why is it that she would be telling me I have everything to worry about when I 'm assured I do n't have to worry about the car being repossessed and her response was she was not going back and forth with me. I let her know she was being rude and unprofessional and her response was " I 'm sorry you feel that way '' and she abruptly ended the call by slamming the phone down and hanging up.

Company response to consumer: Closed with explanation