Consumer complaint received 2024-11-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: GA

Complaint narrative:
XX/XX/XXXX letters mailed to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX and Account XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Nissan North America , Inc .

XXXX XXXX. XXXX XXXX XXXX, TN XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Dear Administrators : I have been a Nissan customer for over XXXX  years. 

My first Nissan was a XXXX XXXX ; then XXXX XXXX now XXXX XXXX, I write today about my experience with XXXX financing regarding the referenced XXXX XXXX. 

I purchased the vehicle new at XXXX XXXX XXXX XXXX XXXX, XXXX, GA where I received exceptional customer service. 

Even though I wanted a XXXX XXXX  XXXX XXXX XXXX - because I have had nothing but positive experiences with Nissan- I opted for XXXX XXXX. Not my first choice, but its still Nissan. I tried to make a large downpayment at Premier - but I was told by the financing guy ( XXXX ) to make the payment at NMAC.

My signed contract with Premier stated NO PREPAYMENT PENALTIES provided monthly payments were made.

I mailed the downpayment that I was going to give to Premier as principal payment of {$38000.00} to NMAC. 

I made the XXXX payment of {$810.00} After 14 days and speaking with multiple NMAC representatives -I was told they NEVER received the mailed payment of {$38000.00}.

I told the representative - the check may be lost - I will place a stop payment on the check and make online payments through NMAC. She said she had documented that there would be a stop payment due to a possibly lost check. 

On XX/XX/XXXX my bank statement with XXXX shows the payment deducted by NMAC {$10000.00} on principal payment. 

On XX/XX/XXXX my bank statement with XXXX shows the payment deducted by NMAC {$10000.00} on principal payment. 

Even though the second {$10000.00} payment was taken from my XXXX checking account - the funds were NOT posted on my NMAC account. 

On XX/XX/XXXX my bank statement with XXXX shows the payment deducted by NMAC {$4500.00} on principal payment. 

On XX/XX/XXXX my bank statement with XXXX shows the payment deducted by NMAC {$100.00} on principal payment. 

All of the referenced payments were taken from my XXXX account by NMAC. 

Then I receive a new XX/XX/XXXX statement from NMAC said the total payment amount due was {$38000.00}. 

I called the representative. She said she didnt know why the statement had that balance.

Now, Im having multiple calls to NMAC about the unapplied {$10000.00}. Im told - we never received the monies. I dont show that as being paid. The attached documentation shows where both {$10000.00} payments and other principal payments to NMAC were made and taken from my XXXX account.

I was told by a NMAC representative to send my WellsFargo checking account statement to prove the payments were made to NMAC to XXXX. I did send the requested information several times.

Now, Im receiving a NOTICE OF DEFAULT AND REQUIREMENT OF STRICT COMPLIANCE notice.

Im speaking with representatives - I am compliant- why have I received this notice. The check was a stop payment because you said you didnt receive the funds. 

The check arrived days later and XXXX did not pay the funds because I issued a stop payment because NMAC said they NEVER received the check However, Ive made online principal payments - that was about {$25000.00} to replace the check that NMAC said they never received. The only reason I didnt make more online payments because I was locked out of mv online account with NMAC .

More calls to customer service - but now, I can only speak with supervisors because of the status of my account.

Im told on multiple occasions - I dont know whats going on with the account- you have made your monthly payments - our system has not made the adjustments.

Then one representative says to me NMAC denied your {$10000.00} payment. I responded, Well, you never returned the funds to me. 

I filed a claim ( XXXX ) with XXXX stating NMAC took {$10000.00} from my checking account and NEVER posted the funds to the XXXX account. 

XXXX got my funds back from NMAC. 

Then I receive a letter from NMAC that the payment of {$10000.00} was submitted and rejected by your financial institution. A total lie. 

My XXXX statement from NMAC said the total amount due was {$38000.00}. 

I made the XX/XX/XXXX payment to NMAC of {$810.00}.

My credit score is not only monitored - but its in the XXXX. 

So, I receive a notice from XXXX XXXX that XXXX has made an entry on my credit report ( XXXX ) of late payments, defaults, delinquencies, charge-off, collections.

Im still calling the supervisors trying to get my account in compliance. When I spoke with a supervisor named Phil - he said Im going to try to get these late charges off your account and see if we can put your account current.

The first person in weeks to give me some hope to resolve this nightmare.

But no, now I have collection calls. Im the first person in history to make timely monthly payments and be considered deficient. Only because Nissan couldnt correct their system to show the {$38000.00} was a stop payment due to non-receipt of payment after about 14 days.

I dont know if typing these words can even compare to how hurt Ive felt. How Ive made payments ( timely ) and Im being penalized for a stop payment of what I was told was a check they never received. 

My XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, unease -I didnt know what the next day would bring, how this impacted my home life with my family.

Imagine, when you try over and over and over and over again to resolve this issue after speaking with so many customer service representative that you realize that the only way to take charge and resolve this - save my credit and my get my peace of mind back is to withdraw monies from my XXXX and pay the vehicle off. 

Not to mention the penalties I incurred from taking the funds. 

I would hope that someone would at least take the time to respond to me. I was able to fix the problem before it got totally out of control. My concern, there may be other Nissan customers that are not as fortunate to take funds out of their 401K - or other means of savings.

Whatever is wrong with your system - you shouldnt penalize the customers- especially if you know that theyre making timely payments and you know your system has defaults.

NMAC knew the error was with the check and they refused to make the necessary corrections to stop me from receiving wrongs statements, collection calls and reporting misinformation to credit agencies. 

XXXX XXXX XXXX XXXX. This vehicle was purchased for my retirement. I could have gone anywhere to purchase a car- but I trusted Nissan, loved all my other vehicles and this experience has changed me. 

I hope at least you take the time to respond and apologize. A XXXX XXXX XXXX XXXX XXXX would be nice. 

Take the XXXX  XXXX back. Every time I look at it - its a reminder of what Ive been through with NMAC.

Have customer service representatives who are trained in sensitivity - one department doesnt know what the other department is doing.

It starts with upper management. This is a trickle-down system. Theres a serious disconnect not only within the organization- but for the millions of customers who buy your products and are mistreated -I didnt do anything wrong.

Why didnt the NMAC system post the {$38000.00} as a STOP PAYMENT rather than a REVERSAL. Why couldnt you correct that error?

I FEEL THE EARLY PAYMENTS I MADE WERE NOT WELL RECEIVED BECAUSE OF INTEREST PAYMENTS NISSAN WOULD HAVE LOSS BECAUSE I WOULD PAY THE VEHICLE OFF BEFORE THE CONTRACTED FULL TERM. THE VEHICLE CONTRACT PRICE WAS {$53000.00} BUT TOTAL PRICE WOULD HAVE BEEN {$61000.00}.

Even though the vehicle is paid in full and I have received my title -I received another letter from Nissan dated XX/XX/XXXX that if the funds are returned this is a void letter. 

Once again, the departments are disconnected. Why would I receive this after receiving the title. 

XXXX XXXX

Company response to consumer: Closed with explanation