Consumer complaint received 2024-02-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: AZ

Complaint narrative:
*On XX/XX/year> - called Nissan Motor Acceptance Company and spoke with representative on recorded line and requested deferment due to account being past due and asked for payment arrangement to terminate repossession. Nissan agreed to the following payment arrangement in order to terminate the repossession and advised that after the 3 payments are made, then we were supposed to call back to set up the 2-month deferment : 1 ) XX/XX/year> - make payment of {$2000.00} - this payment was made online on NMAC website while representative was still on the phone and he confirmed the payment and confirmed that the repossession was being terminated based on this payment arrangement of 3 months before the end of the month 2 ) XX/XX/year> - make payment of {$1300.00} - this payment was made online on NMAC website 3 ) Before XX/XX/year> make final payment of arrangement of {$1600.00} ( regular payment amount ) and after making this payment, to call Nissan to have the months of XX/XX/year> and XX/XX/year> deferred *On XX/XX/year>, Nissan wrongfully repossessed the vehicle prior to the conclusion of the payment arrangement, which was supposed to be done before XX/XX/year>. I called Nissan and spoke to supervisor, XXXX ( ID # XXXX ) who advised that they would pull the recorded conversation that I had with the Nissan agent on XX/XX/XXXX to assess the arrangement and that he would get back to me within 24-48 hours. No one got back to me within the promised timeframes. 

*On XX/XX/year>, I called Nissan to speak to another supervisor, XXXX ( ID # XXXX ) who advised that upon the assessment review of the notes that they are unable to take the car out of repossession because the XX/XX/year> agent " mentioned '' that XX/XX/year> would have been a better day to make a payment. I advised that the agreement was set as advised " above '' and it was explained after being on the phone for well over an hour that XX/XX/year> would be better due to my payroll being more in line with that date. The XX/XX/year> agent confirmed that the car would not be repossessed as long as I kept the arrangement of making those 3 payments on time and before XX/XX/year>, which would open it up for the XXXX payment being due. 

*Supervisor XXXX refused to elevate the call higher in Nissan Management and did not care that Nissan took my 1st two payments as agreed and did not allow me to make the final payment before XX/XX/year>, but instead wrongfully repossessed the vehicle on the morning of XX/XX/year>. I did not benefit from making the payment arrangement and actual payments were made as agreed and therefore, I was frauded out of the payment arrangement money and the car was recovered from my driveway. 

*Nissan claimed that it sent a " Notice of Cure '' dated XX/XX/year> to me that I never received to an old address of record, but I ensured that I had updated my address on the recorded line to where they recovered the vehicle from on XX/XX/year>. This Notice of Cure even if received should not have been sent out since I had made a payment arrangement prior to this in order to terminate the repossession. 

*Nissan claimed that it called me several times. I do not have any records of calls from Nissan nor any voicemails as I check my call logs and voicemails every day and all day. 

*I filed dispute investigations with my banks ( XXXX XXXX and XXXX ) who advised that I did not benefit from this payment arrangement because Nissan wrongfully repossessed the vehicle prior to the completion of the agreement.

Company response to consumer: Closed with explanation