Consumer complaint received 2024-11-13 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: WI

Complaint narrative:
Please understand this issue is with Nissan Motor Acceptance company. XXXX XXXX has done everything in their power to resolve this with me and Nissan. Nissan is constantly hanging up and refusing to speak with my financial institution - even after providing consent more than 3 different times.

Here is the timeline of events. This timeline has been backed up by XXXX XXXX. In addition, please note this timeline does not reflect the additional numerous times I reached out to Nissan to get this sorted personally. 

XXXX : XXXX XXXX  loan for purchase of leased vehicle with XXXX XXXX : Payoff provided to XXXX XXXX  from Nissan totaling {$15000.00} good through XX/XX/year> {$15000.00} to Nissan Motor Acceptance Company {$1400.00} listed as other charges financed {$1200.00} Sales Tax, {$10.00} Motor Vehicle Lien, {$160.00} Motor Vehicle Registration Fee {$6100.00} non-loan funds contributed by/for borrower XXXX : Cashiers checks sent to Nissan. 

XXXX : Checks lost, XXXX XXXX placed stop payments on checks. 

XXXX : XXXX XXXX  received payoff letter with a payoff total of {$15000.00} good through XXXX. 

XXXX : XXXX XXXX  sent odometer lease termination statement. 

XXXX : XXXX XXXX  sent three additional checks ( {$120.00}, {$6100.00}, {$9500.00} ) XXXX : XXXX XXXX  contacted Nissan. Spoke with XXXX at XXXX XXXX. XXXX advised no checks were received or posted and they have XXXX more days before they must report a negative reporting to the Credit Bureau Reporting agencies. XXXX provided XXXX XXXX  the physical overnight address of XXXX XXXX XXXX, XXXX TX XXXX, and a regular payoff address of XXXX XXXX XXXX XXXX OH XXXX. XXXX provided XXXX XXXX  wire instructions of XXXX XXXX XXXX, routing number XXXX, Account Number XXXX XXXX XXXX XXXX New York NY XXXX. 

XXXX : Checks not received by Nissan. XXXX XXXX  placed stop payments on checks. 

XXXX : XXXX XXXX  called Nissan again who provided a fax number of XXXX and advised the VIN # needs to be referenced on any fax. XXXX XXXX  asked for an updated payoff confirmation however, Nissan advised XXXX XXXX needed to be on the call to authorize. 

XXXX : Odometer statement and Lease Termination Agreement faxed to Nissan. 

XXXX : XXXX Bank spoke with XXXX from Nissan who confirmed the wire address. 

XXXX : Wired initiated to Nissan from XXXX XXXX  using the payoff total from the letter Nissan provided dated XXXX totaling {$15000.00}. 

XXXX : XXXX XXXX  received wire confirmation was successful to Nissan. 

XXXX : XXXX XXXX  contacted Nissan and through the automated system, confirmed that Nissan was advising an outstanding balance due totaling {$560.00}. 

XXXX : XXXX XXXX  called Nissan, spoke with XXXX who confirmed the loan was showing as paid in full. XXXX XXXX  asked when Nissan would mail the bill of sale to XXXX XXXX. XXXX advised he could not disclose this information to XXXX XXXX  without XXXX XXXX being on the telephone call. 

XXXX : XXXX XXXX received notification from Nissan, advising Nissan sent his account to collections. 

XXXX : Nissan provided a payoff statement to XXXX XXXX dated XX/XX/year>, totaling {$16000.00}, with a good until date of XX/XX/year>. 

XXXX : XXXX XXXX spoke with Nissan who advised XXXX XXXX  mis-calculated the payoff amount. However, the payoff amount quoted was received by XXXX XXXX  FROM Nissan. The amount quoted due to XXXX XXXX by Nissan was {$560.00}. ( equivalent to one monthly payment with his Nissan lease ) XXXX : XXXX XXXX  contacted Nissan, spoke with XXXX, who advised she could not release any information to XXXX XXXX  and advised to have XXXX XXXX call to get payoff information. 

XXXX : XXXX XXXX  sent email to XXXX XXXX asking he contact Nissan to add XXXX Bank as an authorized entity in order to be able to speak about and obtain information on his Nissan loan. 

XXXX : XXXX XXXX spoke with Nissan and added XXXX XXXX  to his loan. 

XXXX XXXX XXXX  contacted Nissan, spoke with XXXX at XXXX pm. XXXX transferred the call to XXXX with the Nissan Collection Department. XXXX then transferred the call to XXXX XXXX. 

XXXX XXXX  explained a payoff statement was received on XX/XX/year>, from Nissan totaling {$15000.00} with a good through date of XX/XX/year>. Checks were lost and stop payments placed. XXXX XXXX  advised the receipt of a revised payoff received on XX/XX/year>, totaling {$15000.00} with a good through date of XX/XX/year>. XXXX XXXX  asked why there was still an outstanding owing amount. XXXX advised the payoff provided to XXXX XXXX  from Nissan was a dealer payoff amount, not a consumer for financial institution payoff amount. It was questioned why when a bank would call for a payoff amount and identify as a bank ( financial institution ) that a dealer payoff would be quoted. XXXX advised : THE PAYOFF QUOTED FROM NISSAN TO XXXX XXXX  ON XXXX WAS AN ERROR MADE BY NISSAN. XXXX XXXX  asked XXXX if they are going to honor their error and rectify the owing amount due and correct XXXX XXXX negative credit bureau reporting status. XXXX advised the amount is still owed and needs to be paid. XXXX XXXX  explained to XXXX a third payoff letter was sent by Nissan to XXXX XXXX, dated XX/XX/year>, totaling {$16000.00}, however only had a good through date of XX/XX/year>, which had already expired. XXXX did not have an explanation as to why this occurred. XXXX XXXX  asked for a payoff amount, advising an additional wire will be sent that same day. XXXX quoted an amount to pay in full of {$840.00}. XXXX XXXX  asked XXXX if a new odometer statement was needed, to which XXXX advised no. XXXX also confirmed the lien release would take approximately XXXX days for processing and sending to XXXX XXXX  XXXX XXXX XXXX  asked XXXX how they are going to correct XXXX XXXX negative credit reporting to which XXXX advised once the wired funds totaling {$840.00} was received and posted, XXXX XXXX could contact Nissan and request the credit bureau reporting to be corrected. XXXX then added for XXXX XXXX to file a dispute with the credit reporting agencies and to send a notification letter to Attn : XXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXX, XXXX TX XXXX. XXXX XXXX  re-capped the conversation to state XXXX, a Supervisor with Nissan confirmed that a Nissan Representative quoted an incorrect payoff amount to XXXX XXXX  and is the reason for the difference in amounts due. XXXX XXXX  also stated as per this discussion, once the wired funds are received from XXXX XXXX  to Nissan, this will satisfy any amounts due on XXXX XXXX account/loan and XXXX will send the lien release within XXXX days and XXXX XXXX will contact Nissan XXXX request the XXXX credit bureau reporting to be corrected by Nissan. XXXX confirmed yes. 



XXXX : XXXX XXXX  wired {$840.00} to Nissan. 



XXXX : XXXX XXXX  received confirmation the wire was processed by Nissan. 



XXXX : XXXX XXXX  and XXXX XXXX conducted a three-way call with Nissan. XXXX with XXXX at XXXX am. XXXX transferred the call to XXXX with the Nissan Collections Department. XXXX advised to XXXX XXXX  he could not speak with XXXX XXXX  regarding XXXX XXXX account. It was advised to XXXX, that XXXX XXXX  had already been added to XXXX XXXX account, by XXXX XXXX to receive and discuss his account. XXXX XXXX  reiterated the telephone conversation had on XX/XX/XXXX, XXXX with XXXX XXXX. XXXX XXXX  asked XXXX to confirm receipt of the wired funds sent on XX/XX/year>, advising while waiting for him to answer, their automated system advised an amount due of {$1100.00}. XXXX placed XXXX XXXX  and XXXX XXXX on hold, and then proceeded to disconnect the call. 



XXXX : XXXX XXXX  and XXXX XXXX conducted a second three-way call with XXXX. XXXX answered, and upon introducing who was on the call ( XXXX XXXX  and XXXX XXXX ) XXXX immediately disconnected the telephone call. 



XXXX : XXXX XXXX  and XXXX XXXX conducted a third three-way call with Nissan. XXXX from Nissan answered, XXXX XXXX requested XXXX to get a supervisor on the line. At XXXX XXXX  XXXX, XXXX took our call. ( From starting the calls at XXXX XXXX  ) XXXX XXXX asked XXXX to confirm if the wired funds were received totaling {$840.00}. XXXX advised she did not see any wired funds received. XXXX advised the processing time can take a bit ; however, a payoff amount is good for 10 days, but they Nissan could adjust any amounts due. XXXX XXXX explained the situation from the date of inception in XXXX and mentioned in his conversations with Nissan, that Nissan confirmed they singed for the checks, but advised XXXX XXXX the checks were lost. XXXX advised her payoff functionality tool was not working on her computer, and she needed to place the call on hold. XXXX then came back on the line to advise that she is unable to quote an immediate payoff because of XXXX XXXX living in the state of WI, which in their systems requires a payoff to be submitted for calculation. However, then confirmed the receipt of the wired funds XXXX XXXX  sent on XXXX. XXXX then advised XXXX XXXX would need to provide copies of the checks XXXX XXXX  sent so this could be sent for a dispute for the process of removal of the negative credit bureau reporting. XXXX also advised XXXX XXXX to call Nissan on XXXX to confirm if the {$840.00} paid the loan in full. XXXX XXXX  mentioned to XXXX that the most recent payoff Nissan provided was on XXXX and if the payoff amount is good for XXXX, the amount quoted on XXXX totaling {$840.00} would be valid through XXXX plus she had already confirmed receipt of the wired funds sent by XXXX XXXX  for XXXX exact amount. 



XXXX : XXXX XXXX  contacted Nissan, and the automated system advised an amount due totaling {$280.00}. Opted out to speak with an operator. Spoke with XXXX and requested to speak with the collections department. XXXX advised he needed to review the records first. XXXX disconnected the call. XXXX XXXX  called Nissan back, spoke with XXXX who transferred me to XXXX. XXXX confirmed the wire totaling {$840.00} was received, however going through processing/posting on their end. XXXX advised the payment should be completed after XXXX today ( XXXX ) or by tomorrow morning. XXXX XXXX  asked XXXX what is made up for the balance showing due of {$280.00}. XXXX confirmed there is no outstanding late fees or miscellaneous fees. XXXX then stated after the payment posts there will be a remaining balance due of {$12.00}. XXXX XXXX  asked why and questioned if Nissan is charging interest on the tax amount that was shorted from the payoff Nissan initially quoted to XXXX XXXX. XXXX advised {$280.00}, {$25.00} tax fee and {$12.00} remaining balance due is all part of the {$840.00}. XXXX advised a payoff is good for 10 days. XXXX XXXX  advised the most recent payoff XXXX XXXX  received was on XX/XX/year>, and totaled {$840.00}. XXXX Bank advised a confirmation was received from XXXX that as of XXXX XXXX XXXX account should not have any further amounts due. XXXX XXXX  requested XXXX to remove any amount showing due if after their processing is complete that would show any residual amount due. XXXX advised once the processing is done on their end there should be no further balance due, the loan reflecting a XXXX balance and paid in full. 

Nissan has refused to cooperate with my credit score as well. They have sent me to collections knowing we have been having trouble paying their people due to the changing amounts, poor customer service, and faulty offer letters they themselves provided. At this point I want my account to show a {$0.00} balance ( which it does not as of XXXX ) and I would like this removed from my credit score due to Nissan 's inefficiency and inability to get this resolved in a timely manner.

Screenshots attached will show the different amounts that Nissan shows I owe. In addition, their customer service has never provided a consistent answer when asked " How much is left on this account to pay off/How much left is owed? ''

Company response to consumer: Closed with explanation