Consumer complaint received 2024-08-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: TN

Complaint narrative:
On XX/XX/XXXX of this year we purchased a XXXX  XXXX from Infiniti. The original due date for the car note was on the XXXX of each month, and we asked if it could be on the XXXX of each month instead. They told us that would be easy to change, we just needed to make our first payment in XXXX and then call them to have it changed at that point. We make our first payment in XXXX, we make the call requesting the date change, and they say the date is changed. A couple weeks later we get a letter in the mail from Infiniti Financial Services confirming our new due date on the XXXX of each month ( letter attached ). The letter is dated XX/XX/XXXX, and specifically states to send our next payment on XX/XX/XXXX, and that our payments have been deferred until that date. Also in the letter it says that we may have already received a statement, but to disregard that and pay in XXXX. So we followed the instructions of the letter, as it was official communication and confirmation from the company, and planned to make our next payment on the XXXX of XXXX. On our Infiniti Financial website, where we go to make the payments, the due date also reflected XX/XX/XXXX as the next payment due date. 

In the last couple weeks of XXXX, we began receiving calls from Infiniti Collections Department, informing us that we were over 30 days past due on our payment for XX/XX/XXXX, that the delinquency has been sent to collections, that its been reported to our credit, and that our next payment on XX/XX/XXXX was past due. Over the next couple of weeks, we spoke with several customer service representatives on the phone about the letter, indicating our payments were deferred until XX/XX/year>. 

They told us that the due date change never went into effect and was still on the XXXX of each month. They said our understanding of the letter was wrong, nor did it matter because we should know that you cant just skip payments. They all were able to pull up the letter, acknowledged that the letter was misleading or may have had typos in the date, but still accused us of skipping payments and said we owe them those payments. They also didnt know why our payment website had the due date as XX/XX/XXXX, but their notes say the XXXX. 

Our dispute that we were in fact not late on our payments, as indicated in the letter, was escalated to the Infiniti legal department, and then to the credit dispute department. 

On XX/XX/XXXX, we made our payment, as the letter stated to do. We then called Infiniti Financial again for an update on our dispute. We were told that a decision on that could take up to 30 days, and that if we didnt want another hit on our credit for the XX/XX/XXXX payment ( in contradiction to the letter ), we should make another payment before the XXXX, and that way our account would be up to date. We were also told that if they admitted they were at fault, then the delinquency would be removed from our credit report, and that our account should reflect that we dont owe again until XX/XX/XXXX, rather than XX/XX/XXXX, showing a credit in the amount of the extra payments made. We made this extra payment on XX/XX/year>, bringing the account up to date. 

About 2 weeks later we were able to see that the delinquency had been removed from our credit reports, indicating Infiniti was at fault and the contents of the letter were to be followed. However, Infiniti is still saying the XXXX and XX/XX/XXXX payments were owed, and that our next regular payment was on XX/XX/XXXX. So essentially, we have been forced to make the total of 3 monthly car note payments in the span of one month, all because of an error in Infinitis system and communication. 

As of XX/XX/year> they have gone back and reported again to the credit bureau that we missed those payments, even after we have done all these steps, they'd agreed to have it removed and all of our payments were up to date. This late payment is now reflected on our credit reports and has greatly impacted the score. 

Had we not received that letter stating to disregard any statements or payments that reflected the XXXX, we would have made our monthly payments regularly, as expected. We feel it is unfair that we are essentially being forced to make that big of a lump sum payment and to have these late payments on our credit reports because of an error Infiniti made.

Company response to consumer: Closed with explanation