Consumer complaint received 2025-03-12 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: WA

Complaint narrative:
XXXX. Unclear XXXX XXXX : The terms of the lease agreement, including the total balance, cost of fees at the end of the lease, the conditions for lease extension and car purchase terms, were not adequately disclosed at initial signing or during verbal agreement of extension on XX/XX/XXXX and XX/XX/XXXX by phone. XXXX did not clearly state whether offer after XX/XX/XXXX lease maturity date was for leasing or purchasing. These omissions caused significant confusion regarding my financial and end-of-lease obligations. 

XXXX. Blocked Access to Online Portal and Denied Communication via Chat : My repeated attempts to access the online portal were blocked, preventing me from managing my account effectively. Additionally, I was denied communication via chat and authorized representation by a parent while I was struggling to manage my responsibilities independently, further limiting my ability to resolve pressing matters related to my lease. 

XXXX XXXX XXXX Issues : Several recurring payment-related problems disrupted my lease management : - Scheduled recurring payments were not processed correctly or on time, resulting in late fees and penalties. 
- System glitches failed to generate accurate billing statements, leading to further confusion about my balance. 
Despite timely payments on my part, I received unwarranted penalty charges and derogatory marks on my credit report. These have seriously damaged my credit score and overall financial reputation. 

XXXX. Denied Right to End-of-Lease Inspection Due To False Telephone Disclosure and Mismanagement of Lease-End Procedure on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX : I was falsely informed via telephone my vehicle was in repossession, adding undue stress. Additionally : - I was told that an end-of-lease inspection was unavailable because vehicle was in repossession. 
- I was informed that dealership drop-off was not allowed because the vehicle would not be accepted without the end-of-lease inspection. 
- I was told a towing company would repossess the vehicle by the end of the month, yet no such action occurred. I called a few days after the following month and was told that because a new billing cycle had started, I'd have to pay for the entire month 's rent. 

Consequently, I unwillingly retained and rented the vehicle for XXXX additional months due to unclear instructions. This resulted in extra fees, which were unjustly penalized for late payment due to failures in the payment system. 

XXXX. Unfair Credit Reporting -Inaccurate Information : Reporting incorrect high account balances XX/XX/XXXX - XX/XX/XXXX, late payment statuses after final payment on agreed terms was processed. For instance, marking a paid-off account as delinquent or reporting dates outside of official agreement. Delinquent remark resulted in decreasing credit limit and subsequent higher credit utilization rate, lower credit score, and increased interest rates. 
-Inadequate Dispute Handling : Failing to investigate or correct errors for payment system errors and unclear conditions for lease extension or car purchase terms after disputing inaccurate information in XX/XX/XXXX and XX/XX/XXXX. 

These issues represent a breach of trust and good faith. XXXX XXXX have caused significant financial harm and unnecessary stress, both of which could have been avoided with clearer communication, proper system management, and accurate disclosures.

Company response to consumer: Closed with explanation