Consumer complaint received 2025-02-17 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: CA

Complaint narrative:
I returned my leased XXXX XXXX vehicle to the dealership that I leased it from ( XXXX of XXXX, California ) on XX/XX/XXXX. My lease contract expired on XX/XX/XXXX. I was forwarded a letter from Nissan Motor Acceptance Company LLC ( XXXX ), mailed to my old address where I no longer resided, with an end of lease liability statement that included a vehicle return date of XX/XX/XXXX and XXXX  months of lease payments for XX/XX/XXXX and XX/XX/XXXX ( past due rents ) in the amount of {$XXXX}. The total end of lease liability statement was {$XXXX}. The correct amount owed by me given that I returned the vehicle in XX/XX/XXXX was {$XXXX}. I have contacted XXXX via phone and via secure messaging XXXX  times and but XXXX has not corrected the return date of the vehicle or the end of lease liability statement to reflect the correct amount of {$XXXX}. I have contacted the XXXX of XXXX dealership 3 times via phone and email and the dealership has not contacted XXXX to correct the vehicle return date. XXXX has contacted a debt collection agency to collect the amount on the end of lease liability statement. 

Below is a chronology of my efforts to contact and resolve the incorrect vehicle return date : XX/XX/XXXX Called Nissan Motor Acceptance Company LLC ( XXXX ) at XXXX at XXXX and spoke with representative for XXXX min. She called XXXX of XXXX XXXX  dealership and spoke with person who told her that the return date for my vehicle would be corrected to XX/XX/XXXX and that I would see the change either Monday ( XX/XX/XXXX ) or Tuesday ( XX/XX/XXXX ) on my XXXX account. No change ( as of XX/XX/XXXX ) to the return date of my vehicle has been registered on the XXXX account. 

XX/XX/XXXX Corrected my mailing address on my XXXX online account. 

XX/XX/XXXX Received letter from XXXX XXXX XXXX, a debt collection agency, hired by XXXX. 

XX/XX/XXXX Called XXXX ( XXXX ) to inquire why my return date was not corrected and told the representative could not help me and they directed me to another number where phone was busy and not picked up. 

XX/XX/XXXX Called XXXX ( XXXX ) to inquire why my return date was not corrected and was directed to another number where phone was busy and not picked up after waiting XXXX minutes I hung up. 

XX/XX/XXXX Called XXXX of XXXX XXXX  Dealership and spoke first with XXXX XXXX who I returned the vehicle to in XX/XX/XXXX and asked if she could correct the return date of the vehicle. She handed the phone to her supervisor XXXX XXXX who asked that I email him the end of lease statement ( see below ). 

XX/XX/XXXX Emailed XXXX XXXX from my XXXX account the following message at XXXX XXXX  : Dear XXXX XXXX, I just called XXXX of XXXX today to talk to XXXX XXXX and get help correcting the return date of my leased XXXX XXXX XXXX ( XXXX XXXX ) to XX/XX/XXXX. XXXX XXXX received the vehicle from me when I returned it to XXXX of XXXX on XX/XX/XXXX. After I returned the vehicle XXXX XXXX ( XXXX ) did not register the vehicle as being returned and continued to charge me monthly lease charges until XX/XX/XXXX. Remaining rents due charges of {$XXXX} were added to my end of lease liability statement which was sent to me at the end of XX/XX/XXXX. I called XXXX XXXX in XX/XX/XXXX and they called your dealership and verified that the vehicle was returned in XX/XX/XXXX but unfortunately the return date was not corrected. I have attached the end of lease liability statement associated with my XXXX account. If you could help me get the correct return date registered so that the extra charges can be removed from my liability statement I would greatly appreciate it. Best Regards, XXXX  ( XXXX  ) At XXXX same day received following message from XXXX XXXX XXXX I received your information ; I will get back to you as soon as I hear back from XXXX XXXX you, XX/XX/XXXX Wrote a message via secure message to XXXX XXXX my online account requesting to have the return date for my vehicle corrected ( see below ). 
Dear XXXX, I returned by vehicle XXXX XXXX XXXX ( XXXX XXXX ) on XX/XX/XXXX to the XXXX of XXXX, XXXX  dealership. Unfortunately they did not register the vehicle as returned and registered it as returned in XXXX. XXXX added XXXX  months of rents due to my end of lease liability statement ( account XXXX  ). Could you please correct the return date to XX/XX/XXXX and revise the liability statement by removing the charge of {$XXXX} for remaining rents due? Many thanks, XXXX  XX/XX/XXXX Received email notice ( to gmail address associated with XXXX account ) that a secure message with case # XXXX  had been posted to my XXXX account. Message in account stated that I could not be helped through secure message and needed to call XXXX ( see message below ) : Hello, Thank you for reaching out to us using secure contact messaging. 
Thank you for reaching out, but unfortunately, I would not be able to assist you here in XXXX XXXX XXXX. 
You would need to call in to speak to the department that works with XXXX accounts. 
They are only available by phone, not Secure XXXX XXXX. 
Sorry for the inconvenience. 
They are available : Monday-Friday XXXX XXXX XXXX XX/XX/XXXX Wrote another email to XXXX XXXX at XXXX of XXXX XXXX follows below : XXXX XXXX, I am following XXXX on my email from XX/XX/XXXX to ask if you have been able to contact XXXX XXXX and correct the XXXX XXXX of my vehicle to XX/XX/XXXX? XXXX XXXX has sent my case to a debt collection agency and I would very much appreciate it if this correction could be made as soon as possible so that I can pay the correct amount on my end of lease liability statement. I would also like to receive a statement of release of liability from your dealership that shows the vehicle was returned on XX/XX/XXXX. Please let me know if you can provide me with that statement. Best Regards, XXXX Received message back from XXXX XXXX same day : I will try to get a hold of someone from XXXX they should help I will give you a call tomorrow afternoon with an update if thats ok XX/XX/XXXX Wrote a letter to the debt collection agency XXXX XXXX XXXX to let them know that I was disputing the debt because the amount is wrong.

Company response to consumer: Closed with explanation