Consumer complaint received 2025-07-21 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: IL

Complaint narrative:
I leased a vehicle from XXXX XXXX XXXX in XX/XX/XXXX and successfully made payments to the lease through XX/XX/XXXX. The XXXX payment of {$350.00} was sent through electronic payment via my XXXX XXXX. We did not realize that payment ( credit ) had not been applied to our account but applied to another account. We then made a XXXX payment and began to receive calls from Nissan reference overdue payments. I receive a phone call confirming my name and hear no one is available to talk and the phone hangs up. I received an phone every day for XXXX weeks with the same message. I attempted to call back only to be placed on hold for more then an hour before could talk to someone. Only to be placed on hold for another XXXX to XXXX minutes. I gave up several times. I finely was able to talk to someone in collections ( after missing what I thought was XXXX payment ) only to learn XXXX payments had not be credited to my account. I was asked to proved copies of proof of payment from my bank ( XXXX  ) which I did in an email on XXXX XXXX at XXXX. I then called on the XXXX and spoke to numerous persons who told me to just payment the XXXX months of XXXX and XXXX and it would work it's self out. I then spoke to a XXXX on the same day byt the name. of XXXX in the collections department. She reviewed the proof of payment paperwork and agreed the payments were going to the wrong account starting with the XXXX payment. On XX/XX/XXXX we received a check from Nissan in the amount of {$350.00} dollars. I also received another call on XX/XX/XXXX saying I still owed payments and I could not talk to anyone. XX/XX/XXXX I received another call from Nissan and was told not XXXX was available and the phone hung up again. I called and was placed on hold for XXXX hours. I spoke to someone who connected me with collections ( before she transferred me she advised me that they had a new computer system which appeared to be having very big problems and that was why I and everyone else have been on hold for so long ) and was on hold for XXXX minutes. Spoke to a male subject who said that I saw all of my supportive documents. I said I had been working with a XXXX XXXX he placed me on hold and I waited for another XXXX minutes on the phone. I hung up and called back. I was on hold for XXXX minutes when I spoke to a male subject who said he was with customer service but would make sure I spoke to someone. I came back on the line and advised that no one was answering th phone in collections and it went to a recording. Obviously they have some major issues with the financial system but in the mean time my credit report, that I have worked very hard on, is suffering. I also am frustrated because they keep telling me to make payments when they have clearly taken my money but are not crediting my account there for placing me in collections for their negligence. I'm loosing benifit of my money to pay for their errors and I'm concerned they will have taken my money that I my never see again. I can prove proof of payment but it contains account numbers. I can provide the on request. 


Here is the wording I sent on the XXXX email. It's hard to send documents because they all have account numbers Please see the attached proof of payment from XXXX Bank, showing the months from XXXX to XX/XX/XXXX. Youll notice the payment dates and Nissans electronic checks for XXXX and XXXX payments appear to be processing funds from my XXXX account to another account, possibly ( ) instead of my account ( ) with an added client ID of XXXX. Ive highlighted this on the back of the XXXX and XXXX payment checks. I also highlighted the properly routed payments from XXXX through XXXX. 

XXXX done nothing wrong. I expect a letter stating Nissan Finance made the error, not me and I expect Nissan Finance to rectify this with all credit bureaus and provide evidence of such. Placing me in collections damaged my hard-earned credit history. I also want to hear from your fraud department, as someone is attempting to defraud Nissan and me by redirecting my payments. This has made me reconsider future Nissan purchases. Ive purchased XXXX Nissan vehicles in the past XXXX  months at considerable cost. To be placed in collections for a missing payment ( which was not my fault and couldve been caught by your finance department ) is unacceptable. I expect a formal apology and compensation for correcting your error.

Company response to consumer: Closed with explanation