Consumer complaint received 2025-07-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: CA

Complaint narrative:
Hello, my Wife and I tried to refinance with XXXX and had been looking into refinancing to get out of our INFINITI loan since the end of XXXX. We got approved and once we got approved we asked the text bot and the pay off quote button on INFINITIs website to provide us with a 10 day pay off amount of around {$24000.00} to {$24000.00}. We did this on XX/XX/XXXX and XX/XX/XXXX we already knew there was about {$7.00} of interest everyday. We knew it was coming up on the next month to make our payment. At the time we were one payment behind and could not jump ahead so we paid late fees every month, our normal payment on the loan was {$640.00} but we paid {$670.00} and we decided to pay this payment on XX/XX/XXXX before we sign so that way we had a smaller pay off then originally quoted once processed and so INFINITI had another month to process the refinance. We called them when we paid and said it would be processed within a couple days so that is when we decided to sign the documents for the new loan with XXXX on XX/XX/XXXX for a loan of {$24000.00}, considering we paid an additional payment of at minimum {$640.00} to principal and interest not including late fees the loan should of well covered that amount. I even accounted for multiple days of interest and put a couple XXXX over what the new pay off should of been. The same day this was signed XXXX sent over electronically an email with the loan information and the check as well as calling multiple times. We did not find out that INFINITI did not cash the check and when we did it was because they called us for an overdue payment and blocked our account. So we called INFINITI and they said no check was cashed and we were two months late almost three, there customer service asked us to send it again. We then rushed to XXXX and asked why there was no check but they told us it was sent and they tried to contact them and we told them to send it again. Then we go back to INFINITI a couple days later and they say the check was received but we had a balance due of {$80.00}, the check was sent without any information being corrected and the same address. When my Wife called before they said the new pay off at XXXX was at {$24000.00} and had raised a few XXXX due to late fees. So the couple XXXX I added to the loan was taken for late fees, and we remain a balance in able to get the title not knowing how our credit will be affected due to these two months that INFINITI didnt process the check. We tried to contact customer service and tell them about our issue but the only response was them telling us what we had to pay seemingly not listing to our situation or trying to help only telling us what our account says. I would like for INFINITI to refund us for the late fees past XX/XX/XXXX I already had one month late which I understand is our fault, then give the title to either XXXX with the lien number or to us so that we can have this situation resolved. 

Thank you for your time

Company response to consumer: Closed with explanation