Consumer complaint received 2025-05-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Account reinstatement or redemption after repossession
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: DC

Complaint narrative:
I am submitting this complaint regarding the removal of my vehicle from private property ( a gated residential parking garage ) on XX/XX/year>. This vehicle was repossessed without prior notice and in violation of District of Columbia regulations, which require that law enforcement be notified within one hour of any repossession. As of today, the XXXX Police Department still considers my vehicle to be stolen due to the tow companys failure to report the incident as required by 16 DCMR 340.4. 

On XX/XX/year>, I attempted to contact Nissan Motor Acceptance Company ( NMAC ) to see if they were responsible for my cars removal or if it had been stolen, but no one answered. I was finally able to reach someone at NMAC on XX/XX/XXXX, and they confirmed the vehicle had been repossessed. I was given contact information for the towing company, XXXX XXXX XXXX XXXX ( XXXX XXXX ). When I called XXXX XXXX, they refused to tell me where my vehicle is located, including the state or facility address. The location of my vehicle remains unknown to me. 

I was informed by NMAC that I could reinstate my account by making a payment of {$2100.00}. Accordingly, I made three payments : {$300.00} on XX/XX/XXXX, {$1000.00} on XX/XX/XXXX, and {$1600.00} on XX/XX/XXXX. 

This totals {$2900.00}, which is {$800.00} over the amount requested. Despite this, my account was immediately blocked from access after payment. When I called to ask why, I was told it was because I had not used XXXX, even though I had made the payments directly through my NMAC account. I had attempted to use XXXX, but was unsuccessful due to a system error on their end. To ensure timely payment, I submitted funds through NMACs official portal. 

Separately, I had previously requested that a service package be removed from my monthly payments. The Nissan dealership where I originally leased my vehicle has since been sold by its owner, who is now being sued by NMAC and cited for fraudulent activity. As a result, the promised service could no longer be honored. When I contacted NMAC to request that the service package charges be removed, I was advised to call other Nissan dealerships to see if any would provide service for free, which I found to be both unreasonable and dismissive of the issue. 

Since making the above payments, I have : Sent two follow-up emails, Called NMAC multiple times, Repeatedly requested written confirmation and the vehicles location. 

I was told by NMAC that I would receive written documentation by mail in 10 days, but nothing has been received. As of today, I have no access to my car, no official documentation, no vehicle location, and no resolution from either company. All I have are payment receipts from NMAC confirming they received my funds. 

To reiterate : I am fully paid and have a credit balance, I have no access to my vehicle or online account, My car is listed as stolen with XXXX due to the tow companys regulatory violation, I have been charged for a service package tied to a fraudulent dealership, NMAC and XXXX XXXX  have provided no meaningful response or resolution, despite repeated inquiries.

Company response to consumer: Closed with explanation