Consumer complaint received 2025-12-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NY

Complaint narrative:
My car was repossessed on XX/XX/XXXX @ XXXX. On Saturday the XXXX, I spoke with Nissan Motor Acceptance and had a payment arrangement set up for Wednesday XX/XX/XXXX. I had also changed my payment due date over a year ago and my payments were always debited on or after the XXXX of the month. When I mentioned this to both the representative and the supervisor I was told that they ( Nissan ) have no record of the call I made to set up the payment arrangement on XX/XX/XXXX nor did they have any record of my due date being changed. I explained that the Nissan app allowed me to do this but because they had my car I was locked out of the app and could not show them proof.

Due to this payment arrangement, at first, I thought the car was stolen. I called my local precinct and was told there was no record of a tow or repo tow. All vehicle tows in New York by law are to be reported to the nearest police precinct. I then called Nissan. The first representative I spoke with informed me the vehicle was repossessed and to get it back I would have to pay {$23000.00}. I asked for a supervisor who told me I would have to only pay {$1700.00} XXXX months of payments and the rest to cover repo, tow and storage fees. He said he would send me instructions to pay by money gram. I received his email and was directed to nissanfinance.com. I clicked the money gram link and began to enter the information. I noticed that the payment would not be posted on the same day and would delay my car being returned. Money gram also requires a {$69.00} payment fee. I looked at other payment options listed on the site and noticed that Nissan finance ( XXXX ) only charged a fee of {$3.00} and it would post the same day. I made a payment of {>= $1,000,000}, plus {$3.00}. The total of {$1700.00} was debited from my account on XX/XX/XXXX at XXXX PM ( Confirmation : XXXX. ) I called Nissan back to give them the confirmation number of payment and was told that because I did not use Money gram, they would not release my car until XX/XX/XXXX. I asked them if they would call the repo company ( Payback Repo ) and make sure they would hold my car until then. When I called XXXX XXXX, I was told XXXXissan never contacted them. I called Nissan back and asked for confirmation by email and was told NO. They said I was not entitled to this confirmation. I then filed a wrongful repossession claim. I sent all call logs and proof of payments being debited from my account to XXXX. I was told I would hear back within XXXX hours, but my car would not be released unless I made another payment in the amount of {$1700.00} through Money gram. I asked them to cancel the first payment, and they stated that I could only do that through the app or my bank. I was blocked from accessing the app and so I called the customer service number for online issues. I was told I could not regain access while my car was not in my possession. I called my bank, and they already paid and took the funds from my account and could not help me. On Wednesday, I received a call from XXXX ( Employee # : XXXX ) He told me that my claim was denied because they have no record of calls from Saturday the XXXX, nor do they have any record of my due date as the XXXX. During this call, I accidentally hit the record button on my i-phone, and the call began to record. He told me if I did not stop recording, he would hang up - before I even had the chance he hung up on me. I called back and asked about the money I had already paid. I was told by this rep that I would have to wait until the end of my bank month and send over a bank statement showing the first payment and that they would reimburse me 21 days thereafter. I explained that my bank statement closes at the end of the month and that its unfair that I would have to wait over a month to get that money back. I need my vehicle and so on Friday, I made a payment through Money gram. I called Nissan at XXXX to give them this information ( Rep Name : XXXX XXXX ID # : XXXX ) Money Gram confirmation : XXXX. They said they would release the vehicle, but the XXXX XXXX was closed, and I would have to call them Monday morning. I asked for a copy of the release and was told I was not entitled to that either. When I asked if I would have to pay any additional fees, I was told no but if they charge me call Nissan back. I also mentioned my refund from my initial payment and was told they would not even begin the request until my car is picked up.

This had been a disaster. I have called Nissan Consumer Affairs and was told they can not help me that its a finance issue. I then called Nissan XXXX in XXXX, Tn ( XXXX ) XXXX ( and was transferred to a mailbox twice but was told someone would return my call within XXXX hours. I never received a call back. I have filed complaints with NY Attorney General as well as the XXXX XXXX XXXX Consumer Affairs and the BBB. 
I picked up my vehicle on Tuesday XX/XX/XXXX. My battery was totally dead. And I was disrespected and asked for tip money by the man at the lot. I was also denied copies of the paperwork I signed. I had to buy a new battery. My lights are broken and my rims are destroyed. I now have a credit on my account and XXXX handing trouble receiving my money back. This is insane and totally disgusting. When I called to report the damages I asked for the employees name and id #. I was told this time that they do not give out this information. 
Im so disgusted I will never purchase another Nissan. The finance department is shady and operates in an illegal manner. I have left dozens of emails and messages and no one retired my calls. You should be ashamed of yourselves. 
Consumer affairs told me that its not their problem and the lady who answers the switchboard at headquarters sent me to voicemail about XXXX times and said someone should return your call. I have videos to prove each incident described above.

Company response to consumer: Closed with explanation