Consumer complaint received 2022-12-09 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: TX

Complaint narrative:
My leased vehicle was in a total loss accident on XX/XX/XXXX which I promptly notified Infiniti Financial about. My lease maturity was approximately XXXX  - which is relevant because I was given vague instructions about what to do next. High level I was told to give them my insurance company information and let the process work. Infiniti informed me ( through an undated letter I am attaching for reference ) that I was still responsible for scheduled payments against the lease. When their collection team called I informed them about the total loss scenario and was simply told " we will note the account ''. Since all parties were aware of the total loss, and because any payments post lease maturity would technically be " unscheduled contractual payments '' I just waited for the insurance company to resolve the issue. The issue was fully resolved by insurance around XX/XX/XXXX. Infiniti Financial was paid market value, a substantial premium to the lease buy out value. 

As the month of XXXX XXXX  went on, I received calls from Infiniti Financial about the status of the vehicle post maturity. Because I was concerned about the inconsistencies I heard from various call center reps I tried to login to my online account ( where I had made 39 consecutive on time payments ) to see the account status. I was immediately directed to a splash page that said my account is matured/locked out and to contact Infiniti Financial Services . I called to confirm the total loss situation and was given no indication that I was supposed to pay any specific amount - just wait for the insurance resolution. 

In early XXXX I noticed a material drop in my credit score ( XXXX points ) due to a single 30 day delinquency report from XXXX XXXX XXXX. When I called to ask about it, I was told by 3 different representatives that they do not send out statements post lease maturity and I should have known what to do ( how much to pay and to who ) based on the lease contract I signed 39 months ago. 

My complaint is that after receiving statements for 39 monthly lease installments, I am suddenly expected to know what to do, or what amount to pay, when a total loss accident occurs post lease maturity without a simple statement or invoice from Infiniti Financial. 

When I raised this complaint to a " supervisor '' I was directed to a smug XXXX XXXX who informed me that Infiniti Financial has no obligation to ever send a statement, regardless of account status. This was explicitly confirmed twice by XXXX XXXX. 

XXXX XXXX 's confrontational attitude aside, I remain confused by the fact that I would receive statements while in an active status, and without my input it would suddenly change to no statements- especially when a logical mind would assume there is some additional penalty for unscheduled post lease maturity payments. 

Another relevant point is that in late XXXX ( around XXXX  ) I leased another vehicle from Infiniti Financial. At the time I showed proof of the total loss and was extended nearly {$45000.00} in credit. To Infiniti this is not a relevant fact, as I was told dealerships are separate from finance. Technically true, but a sad commentary on the brand experience. 

I would like CFPB to investigate the poor end of lease practices at Infiniti Financial, specifically as it relates to a total loss situation. I would also like Infiniti to correct the derogatory credit reporting against me. I had made 39 consecutive payments via their website, and I am suddenly locked out from the account and supposed to know to pay some amount with XXXX documentation for my records. This is not consumer friendly, and creates an undue burden with devastating impacts to consumer credit scores.

Company response to consumer: Closed with explanation