Consumer complaint received 2025-12-29 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: PA

Complaint narrative:
I am submitting this complaint regarding XXXX XXXX XXXX XXXX ( XXXX ) for improper collections practices, refusal to document known payment barriers, and threatening recovery while payment was technically impossible. 

Account access and payment block : My XXXX online account has been fully blocked for approximately XXXX weeks prior to XX/XX/year>, preventing me from viewing my account, viewing payment history, or making any online payments. The website displays a message stating Your Account has been Blocked and directs me to contact website support. 

XXXX representatives repeatedly stated that I could make payments for free online with XXXX, despite my account being fully blocked and inaccessible, making that option unavailable to me. 

Payment attempts and processor lock : I attempted to make my payment on XX/XX/year>, but the payment was declined due to a XXXX processor velocity/fraud lock triggered by multiple attempts. On XX/XX/year>, I contacted XXXX directly and was instructed to retry the payment. When I followed those instructions, the account was locked again. XXXX confirmed this was a XXXX lock and that payment could not be processed until the lock lifted. 

Improper collections conduct : On XX/XX/year>, I spoke with multiple XXXX collections representatives : First representative : Was hostile, repeatedly talked over me, demanded payment despite being informed of the XXXX lock and blocked account access, and requested my employer name and workplace phone number. 

Second representative : Acknowledged the XXXX lock but refused to notate the account, stated that my vehicle could be at risk of recovery at any point today, despite the account being approximately 68 days past due, despite no prior outbound collections calls having been made to me, and despite knowing payment was temporarily impossible. This representative also instructed me to call back the next day to make the payment, while simultaneously stating the vehicle was at risk that same day, and incorrectly blamed my bank for the payment failure, even though XXXX confirmed the issue was a processor lock and not a bank NSF or authorization issue. 

Only after I stated that I was acting under direction of counsel did a subsequent representative immediately acknowledge the issue and notate the account regarding the payment attempts and processor lock. 

Summary of concerns : XXXX blocked my online account access for weeks XXXX relied on a payment processor that was locked Collections representatives refused to document known payment barriers Recovery threats were made while payment was technically impossible Misleading statements were made regarding payment availability Compliance occurred only after legal counsel was mentioned I was ready and willing to make payment and attempted to do so in good faith. I am requesting CFPB assistance to address these improper servicing and collections practices and ensure my account is handled appropriately

Company response to consumer: Closed with explanation