Consumer complaint received 2025-04-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NY

Complaint narrative:
On XX/XX/year> around XXXX EST I received a hand delivered letter from Nissan Motor Acceptance Company LLC. The letter stated they were hand delivering the letter in an attempt to contact me to address the balance owed on the account. I called XXXX at XXXX at the number provided on the letter. During that conversation with the representative, I was asked if I could make a {$600.00} payment to bring my account current. I stated I could make a {$500.00} payment as I had just made a payment for {$510.00} on XX/XX/year>. He agreed to that {$500.00} and stated I would be approved for a payment extension. I made the payment myself online with the representative on the phone. He advised that I was all set and that I could expect to receive proof of the payment extension. He also stated the {$500.00} payment would bring me to a current. Based on that I was expecting to have to make my next payment in XXXX as the past due account balance had been resolved. On XX/XX/XXXX, I logged in to make the payment online and was surprised to find a past due balance as my payment is due the XXXX of each month. I contacted Customer Service and was told I did not return a signed copy of the payment extension. I stated I had received no notice via email, which is how I am notified of documents that require action on my part. The representative told me that the document was not routed to my online account but was instead sent through the mail. As I had never received any documents from Nissan that required action in the mail, I was further confused. The representative told me that I was expected to have returned the document within a certain time frame and that payment alone was not sufficient. I requested a supervisor because I was not initially informed of this. The supervisor I spoke with took my complaint but stated the responsibility was mine to follow up with Nissan. I advised her that I wasnt aware of any follow up being needed as the initial representative from XXXX did not inform me of any further action being needed. She was resistant to acknowledge fault so I asked for the call to be reviewed and for my credit report to be updated for the error on Nissans behalf. In the meantime she sent a payment extension agreement through the portal and stated I needed to sign and return, which I did. I then made a {$500.00} payment on XX/XX/year>. 
On XX/XX/XXXX, I contacted Nissan for follow up on my complaint and request for credit reporting correction and was given the runaround. The representative I initially spoke with did not adhere to my initial request to speak with a supervisor, instead trying to handle the matter on his own by attempting to collect payment. Eventually, I was routed to a supervisor who attempted to also collect payment but not address my complaint. I asked for an update on the complaint again and the supervisor advised it was logged but she could not give me an update because another department- Consumer Affairs - handles that. When I was transferred to Consumer Affairs I was told they were not the correct department and that I needed to speak with the Financial Team that could be reached at the number I initially called on XX/XX/XXXX. At this point, it seems Nissan is not willing to investigate or admit to their agents error.

Company response to consumer: Closed with explanation