Consumer complaint received 2025-11-25 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: CO

Complaint narrative:
On XX/XX/year>, I signed a two-year lease for a Nissan XXXX XXXX XXXX XXXX XXXX XXXX  financed through NMAC. I put down {$1600.00} to lower the monthly payment to {$45.00}. Shortly after, I realized the car did not meet my needs because the driving range was too limited. I needed a vehicle that could reliably travel further distances per charge. 

Because I did not trust XXXX XXXX due to issues with how they initially guided me, I went to XXXX XXXX near XXXX for help. At XXXX XXXX, I was told that grounding the car and getting into a different vehicle would be very easy, and that they would handle the entire process. They said they could access the payoff amount directly and would send me the amount they calculated. They mentioned the possibility of small fees appearing on the final bill but never indicated that grounding the vehicle could be treated as a voluntary surrender, repossession, or anything negative. Relying on their statements, I moved forward. XXXX XXXX grounded the car, and about XXXX weeks later, I received a check for {$610.00}. 

A week or XXXX after that, I noticed a negative mark appear on my credit report. This was the first sign that anything was wrong. I immediately called the phone number that appeared on my credit report. During that call, an NMAC representative informed mewithout any prior communicationthat the vehicle had been labeled a voluntary surrender, had been sent to auction, and that I would be held responsible for the deficiency balance between what they sold it for and what they valued it at. This was shocking news, as I had received no phone call, email, letter, or billing statement of any kind from NMAC before they reported to my credit. When I asked why no one contacted me, the representative said, We dont leave voicemails or make attempts to reach you any other way, even though they had all of my contact information. 

I called XXXX XXXX again for clarification, and they told me they could not help me and that I was on my own. When I called NMAC back, the next representative said the car had already been sold at auction and that I now owed approximately {$7000.00}. I still have not received a single written notice, billing statement, auction document, or explanation of how they arrived at this amount. XXXX representative even mumbled that I could pay it immediately at 30 % off, but the remainder would stay on my credit report. This felt improper and coercive. 

I believe I was misled and harmed at multiple points in this process. 
XXXX XXXX misrepresented the grounding process and did not explain any risks or negative consequences. 
NMAC failed to notify me of any amounts owed, failed to send any payoff information, and failed to provide any written communication before reporting negative information to my credit. 
I was denied the opportunity to resolve or cure any issue before the vehicle was sent to auction. 
To this day, I have received no documentation showing the auction price, the valuation, or how the deficiency balance was calculated. 

I acted in good faith based on the information given to me by the dealership, and I was never given the option to complete my lease obligations or prevent a negative outcome. The negative credit reporting, lack of communication, and sudden {$7000.00} balancewithout any documentationfeel unfair, deceptive, and abusive. 

I am requesting that NMAC provide full documentation of the alleged balance ( including auction information and calculations ), remove any negative credit reporting related to this situation, and review or correct the deficiency amount given the misleading guidance and the complete lack of notice.

Company response to consumer: Closed with explanation