Consumer complaint received 2026-06-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: TX

Complaint narrative:
In XX/XX/XXXX my vehicle, a XXXX Nissan XXXX, was repossessed by Nissan Motor Acceptance Company ( NMAC ). I redeemed the vehicle on XX/XX/XXXX by paying {$1600.00} in full, which I was told covered all required reinstatement fees. The following violations occurred : XXXX. ILLEGAL KEY REPLACEMENT FEE {$270.00} : NMAC charged me {$270.00} for a key replacement that was made on XX/XX/XXXX XXXX day before I redeemed my vehicle and during my active reinstatement window. I never authorized this. NMAC was preparing my vehicle for auction at XXXX XXXX before they were legally permitted to do so under XXXX XXXX XXXX XXXX XXXX. To make matters worse, the replacement key NMAC made does not work. I was charged {$270.00} for a non-functioning key and must now pay additional out-of-pocket costs to have my original key reprogrammed or replaced at a Nissan dealership costs I can not afford as a XXXX widow on fixed income working part time and receiving Social Security. XXXX. NMAC 'S OWN EMPLOYEE CONFIRMED NO FEES WERE OWED : On XX/XX/XXXX, NMAC Loss Recovery representative XXXX XXXX XXXX stated in writing : " there are NO fees the customer must cover. '' Despite this written confirmation from their own employee, NMAC 's customer experience team continues to demand payment of the {$270.00} fee. NMAC is contradicting itself in writing. XXXX. PERSONAL PROPERTY PERMANENTLY LOST DUE TO NMAC NEGLIGENCE : On XX/XX/XXXX I traveled with my son to XXXX XXXX in XXXX, TX to retrieve my personal belongings from the vehicle within the XXXX window stated in NMAC 's own repo notice. XXXX XXXX refused to release my belongings because my driver 's license shows my name as XXXX XXXX ( I am a widow ) while the account is under XXXX XXXX. I immediately emailed NMAC 's repossession inbox requesting same-day authorization while my son and I were physically present at the location. NMAC confirmed receipt of my request but failed to provide authorization. We waited XXXX hours. The location closed. My belongings were never released. NMAC 's own records confirmed the release request had been on file since XX/XX/XXXX. They did not act on it until XX/XX/XXXX XXXX months later well after the XXXX retrieval window had expired. My personal belongings were discarded as a direct result of NMAC 's failure to respond. XXXX. VEHICLE MOVED TO AUCTION DURING REINSTATEMENT WINDOW : NMAC transferred my vehicle to XXXX XXXX auction facility before my reinstatement window closed on XX/XX/XXXX. This constitutes premature preparation for disposal in violation of my reinstatement rights under Texas Finance Code Chapter 348. XXXX. MISREPRESENTATION IN FORMAL DISPUTE RESPONSE : In a written response dated XX/XX/XXXX ( Case # XXXX ), NMAC claimed I was verbally advised on XX/XX/XXXX to contact the recovery vendor about the key to avoid a replacement fee. That conversation never occurred as described. I have formally requested the recorded call. No recording has been produced. XXXX. PATTERN OF STONEWALLING : I have been disputing these issues since XX/XX/XXXX through NMAC 's customer experience team under cases XXXX and XXXX. NMAC has denied every dispute despite their own documents and employee statements contradicting their position. I am a XXXX widow on fixed income who redeemed her vehicle within the legal window, paid all required fees, and has been ignored and misled for XXXX months.

Company response to consumer: Untimely response