Consumer complaint received 2025-08-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NC

Complaint narrative:
In order to get the mortgage loan for the house I am trying to purchase, I had to refinance my truck loan to reduce my debt to income ratio. I contacted my credit union and moved forward with the process of refinancing. The credit union sent the payoff check to Nissan. 

XXXX XXXX Nissan received the payoff check in the amount of {$33000.00}. Nissan acknowledged that the check was received on XX/XX/XXXX. The payoff letter was for that amount good through XX/XX/year>. ( Attachment 1 below shows payoff good through. ) XXXX XXXX I did a conference call to Nissan with XXXX XXXX XXXX to prove to the mortgage lenders that this loan had in fact been paid off. At the time of this call, Nissan claimed that I still owed {$600.00}. I called Nissan customer service to dispute this as the loan was supposed to have been paid off in full. On this call I was told by the representative ( Employee ID XXXX ) that there had been an error in processing and the check had been processed as a payment instead of a payoff. Because of this error, the loan still showed a remaining balance. I was told on this day that the error would be fixed and it should reflect paid by XX/XX/XXXX or XXXX. 

XXXX XXXX Error still has not been corrected and account still shows balance. 

XXXX XXXX I called Nissan customer service again to determine why the error had still not been corrected as I have to show this account paid off in order to proceed with my mortgage process. I spoke to XXXX ( Employee ID XXXX ). I was on the phone with her for two hours and was finally told that the error would be corrected in 1-2 business days. ( I do have a recording of this phone call. ) XXXX XXXX I called Nissan once again as my account was still showing this balance and had still not been corrected. I spoke with XXXX XXXX did not catch her employee Id number but do have a recording of this call as well. ) She put in another ticket and only told me that she could send a message to this other department that was supposed to have completed this by now. She also claimed that there was absolutely no way to call this other department. Later this same day, I went on to the Nissan website and tried to use their chat function to try and get a better answer. I was basically told there was nothing they could do. ( Attachment 2 is the chat log with XXXX. ) As of XX/XX/year> my closing has been postponed. It was scheduled for XX/XX/XXXX. At this time it is all on hold until this error from Nissan is corrected. I am in danger of losing my ability to get this loan at all due to the type of loan and its restrictions. 

Today is XX/XX/XXXX. As of today, this problem still has not been corrected. I have called Nissan two more times since the XXXX and both times was told once again that it would be corrected. I will lose my opportunity to get the mortgage and {$15000.00} down payment assistance if the loan is not closed by the XXXX of XXXX.

Company response to consumer: Closed with explanation