Consumer complaint received 2026-03-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: VA

Complaint narrative:
Hello, I have been trying since XXXX of XXXX to get my car title from Nissan Motor Acceptance Co after moving from Tennessee to Virginia. This is a timeline and explanation of their efforts and lies during these 4 months of trying in vain to get my car title from them. XX/XX/XXXX - I used their online chat portal to request my title. They do not send it directly to customers for some reason so wanted to send it to the XXXX I was going to use. I do and ask for a tracking number due to upcoming bad weather. They inform me it is sent through regular mail. I saved the chat records if needed. XX/XX/XXXX - After the XXXX are over I went to my XXXX. They didnt have the title. They took my relevant documents so that they would be able to start the XXXX XXXX and know how to reach me if they received the title. XX/XX/XXXX - XXXX minute phone call with Nissan. They said that the mail may be extremely behind due to the XXXX and weather and to continue waiting. XX/XX/XXXX - XXXX XXXX has not contacted me saying it arrived so I went in person. They still had not received my title so either I should continue waiting or have Nissan order a duplicate but that will invalidate the first if it happens to show up. XXXX? XXXX - I dont have the exact date that I chatted with Nissan to get a duplicate made but I do, understanding it will take more time. XX/XX/XXXX - I go back to the XXXX. The assistant manager cant find the title so the following Monday I call Nissan. XX/XX/XXXX - XXXX minute phone call with Nissan. The worker agrees this was weird because they have the title but arent sending it due to the VA XXXX apparently asking them for a XXXX XXXX title and registration form as well as fees which is unnecessary. He puts in a request for the matter to be further looked into and my title to be sent since the form and fees arent necessary. He says I should call back the following day. XX/XX/XXXX - XXXX minute phone call with Nissan. I am sent to escalation because Im upset that theyre still not doing anything with my title. I am upset and explain the forms arent needed, he tells me Im misunderstanding because the forms arent needed. Im confused and angry because thats what Ive been saying. He says XXXX have the title sent out with a tracking number and to call back in a couple days. XX/XX/XXXX - I call Nissan. A tracking number has not been generated yet so I should call back on Monday but they can see it is supposed to be sent with one through overnight XXXX so defintely call back. XX/XX/XXXX - I call Nissan back on Monday. A tracking number has not been generated yet, call back tomorrow because yes, it will be sent with tracking. XX/XX/XXXX - I call Nissan back and a tracking number has not been generated. I ask for escalation. I get escalated and then find out that not only has a number not been generated, one wont be because on XXXX it was sent out through regular mail meaning I need to just visit the XXXX to see if they have it because theres no way to track it. XX/XX/XXXX - Understanding that my title may not be there yet however unable to visit for another week, I go to the XXXX and explain. They dont have the title, and they ask me about the tracking number. I explain that despite multiple people telling me it would have a tracking number, it was sent as regular mail. They say even if it shows up to their mailing department, it wont be found because there is no tracking number. It is extremely uncommon- if not unheard of- for a lien holder to mail car titles without any type of tracking, so XXXX offers to fax over an official request for me stating that a tracking number is needed. This such a rare occurrence that it takes them a moment to even find the correct document. I sit down and begin filling out the form. I get on chat with Nissan to ask for the fax number. They say they need information to confirm my identity, which I provide. I ask for the fax number so the XXXX can send the form. They ask for information about the XXXX so the title can be sent. I ask for the fax number again, and they say I need to follow procedure. I give them the XXXX info. They say they need my XXXX account number in order for the title to be sent. I cant find it, so say I can call back later to get the tracking number since I just need the fax number for now. They say that since I dont have a XXXX account they will just send it as regular mail. This internally made me wonder if they ever had any genuine intention of sending it via XXXX in the first place. I say that no, that isnt what I want and they recommend that I call, so I do. After a brief phone call, I get the fax number. I return the form to the XXXX and they fax it over on their official letterhead and wait for the confirmation fax to return. By now four people are helping me and two have suggested contacting the XXXX XXXX XXXX. One also says that I should talk to someone above escalation at Nissan. I call Nissan and get some of the dates to help compile my timeline. I ask to be sent to escalation, then ask to speak to whoever is above them, and I tell them about the fax that was sent. They tell me the title was mailed recently, so I explain that even though it was mailed, it was not sent with tracking via XXXX as I was told it would be. They say I should recieve a call in 3 to 4 business days from their higher up. Today is XXXX 7 business days from my last conversation with them. I have not received a call. Nissan has failed repeatedly to produce my car title, even when multiple agents and members of escalation told me it would be sent with a tracking number. The XXXX is unable to locate my title because it has no tracking number. My car registration is now expired to the point that it is an actual felony to drive it. Im straining my personal relationships asking to borrow a vehicle or asking for rides, while making payments on a car that I can not legally drive ... to the exact same company who has made it that way. While it gathers dust, Nissan takes my money and my car value depreciates. It has been incredibly frustrating to feel that I've been dismissed and that what should have been a simple problem to fix has now been so poorly handled by Nissan that it has stretched on for several months, during which time I have not had reliable transportation for my job or daily living. The way that Nissan has handled my case is unacceptable and continues to be so.

Company response to consumer: Closed with explanation