ComplaintsforNissan Motor Acceptance Company, LLC

Consumer Finance Companies

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Customer Complaint:

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Initial Complaint
04/21/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
2024 Nissan Titan purchased December 2023. This is the 3rd one financed with Nissan. ** bill at end of January 2024 called and told no bill yet. Same end of February and end of March 2024. Tried to log in online also and unable. I did not have a new account # to search either because I had not received a bill, notice or email. On April 15,2024 received a notice of default with past due balance and pay off amount good until April 18.When called billing was only able to speak to past due billing rep. ** help!Called IT and was able to register and log in but, unable to pay off the vehicle.April 16,2024 spoke to many representatives and either hung up on me or were no help. Finally found # for the corporate office and told had to pay off past due then call back and speak to a supervisor to get payoff amount and send a certified check. When payment posted April, 17,2024 call customer service, explained previous events and instructions to contact supervisor. Explained, I needed payoff as of April 15th and computer would not figure back. Rep talked over me and all but refused to transfer me even after asking him if he was refusing to transfer me to a supervisor. He would not answer my question. Once I told him, I was going to call the SEC he transferred me to escalation which is not an authority but, after hours on the phone, I just got instructions for payoff for that day and made the payment. I wasnt even asking for the fees or anything else refunded and still had to pay more than I shouldve been charged. Plus my credit for 3 months and they said I would have to call credit bureau and they would respond. They were unwilling to take any responsibility for their errors and it seems I am not the only person being ripped off. Never received the first bill or notice by mail or on mine or my wifes email account until the default letter. Something is really wrong here.
Business response
05/15/2024
Response attached.
Customer response
05/22/2024
I am rejecting this response because: It is an untrue that phone calls were made to me. I answer my phone 24/7 because I am a business owner. I do not have voice mail so it is implossible to leave a message. The corporate office informed me on 4-16-2024 that the April bill was sent that day and it was the first bill sent by the system. I received it on 4-18-2024 after the default letter was received on 4-15-2024. I have worked hard to have the credit rating I have and I should not be punished for your systems mistakes and your lack of accountability. Your lresponse was the first I'm sorry conveyed to me. I did not request a monetary payment. I only requested my credit be restored. If any of you had look at my rating you might have realized something was wrong since I have paid off quite a few New vehickles and never had a late payment. Apparently you are more concerned with your money than treating your customer with respect and consideration. I believe your company is unethical , unaccountable and certainly unapologetic about your shady practices. As a matter of fact, any person with a brain can realize over $1200 for 4 months of financing sounds excessive. You will lose a lot more than a few dollars from me. You will lose my business, my families and any one else who asks me about financing or buying a Nissan. Never again! And I am not the only one.

Business response
05/31/2024
Response attached.
Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I lease a 2023 Nissan Rogue. I unexpectedly was laid off in the Summer of 2023. My severance ended in Jan 2024. Beginning in December 2023, I began contacting NMAC telling them of my financial issues. Asking for several months of forbearance or a lower payment during my unemployment. I went from a six figure salary to $500 per week in unemployment. (I have been actively interviewing since August and this Friday will have my 87th job interview)The rude employees said there was nothing that can be done, because it is not a global pandemic. I have been making good faith payments each month (around 350 and last month a payment of 600). My car payment is around 500 per month. Not only have they keep compounding late fees they also told me that if I don't pay $476 by Tuesday they will repossess my car. (Recieved an urgent email, but no physical letter or phone call)I have left messages for supervisors and not a single person has gotten back to me.
Business response
04/29/2024
Response attached.
Customer response
05/01/2024
I will reach out again to the 800 number provided. I will update after I speak with them.

***************************;
Initial Complaint
04/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Vehicle was purchased and identified as a lemon. Waiting weeks for buy back information from Infiniti. Custome agent unresponsive. Voicemail always full. Does not respond to email. Impossible to get any one in the phone. Still waiting for 11 weeks to resolve issues and get money back from this car!!
Business response
05/01/2024
RESPONSE ATTACHED
Initial Complaint
04/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***************'s Nissan ******************************** ************** NMAC P.O. BOX **************************** ************** To Whom It May ********** name is PFC *******, Im a soldier with the United ************ I purchased a vehicle with ************************************** (CHN) on 12/14/2023; I financed my vehicle with Nissan Motor Acceptance Corporation (NMAC). I was in a total loss accident on Jan. 6th 2024. Progressive issued payment to NMAC for the accident however I was left with a balance that should be paid by my *** insurance. The loan paperwork for this car was lost in the accident, including the *** insurance details. From the time of the accident, I have contacted **************************** for my *** insurance information dozens of times to either be hung up on, transferred to voicemails, left on hold for hours, told I would be called back but wasnt, and or treated rudely. I would drive to the Houston dealership location but its an 8 hour drive from my military base and I do not have a car. Regardless, I should not have to drive 8 hours, or be left on hold for hours, to get basic information regarding my loan; it takes 10 minutes to open a file and read off a few numbers and its their job. I need the contract and account information to my *** insurance company so they can pay the remaining amount that I owe on my loan. I am filing a complaint with your institution, the ************* of ************** and the BBB. I appreciate your help with this matter and hopefully your involvement will encourage the dealer and finance company to conduct business more appropriately. PFC *********************************** United *********** ************** ******************
Business response
05/03/2024
Response attached.
Initial Complaint
04/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently discovered that you are reporting numerous accounts that do not belong to me. Someone has been using my name, social security number, and date of birth to obtain these accounts. These collection, medical and public record accounts do not belong to me, I am not the person that has opened these accounts, nor have I obtained the debt that is being reported within my credit reports. These accounts are not mine, none of them are.INFINITI FIN SVCS 880059X
Business response
05/01/2024
RESPONSE ATTACHED
Initial Complaint
04/11/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I leased cars from Nissan since 2017. This was the third car I leased, Murano 2021. I bought it directly from Nissan in 2023. I paid the full amount, in a certified check. This was done in June 2023. In March 2024, I received a text from collector that Nissan had paid about $370 property task for my car in 2023. Apparently, Nissan had attempted to inform me in December 2023 in mails (which I was not aware but I can accept, though I wonder why they didn't email or call or text me). Right after I received the text from the collector, I called Nissan. They asked me to send them a check for the balance. I believe there should be recording. I sent, to the address they told me, a check for the amount they told me, with ***** The tracking shows it was received on March 25th. Today, April 4, I do not see that the check was cashed. I keep calling Nissan everyday asking why they do not cash the check, and their response is they are waiting! I provided the tracking number, I have the pictures of the check and the mail. Still they cannot locate the mail nor the check!! Meanwhile, I am pressed by the collector, and I keep losing credits. I was planning to buy a house and with this situation I am afraid I cannot get my dream house anymore! I asked Nissan to get my file back from the collector and to correct my credits, while they are waiting to find out who has signed the **** and where in their office is my check, but they are not understanding. I filed a complain with their office, which is weird since they themselves are the ones working on the complains. They say there is no estimated time on processing the complains and there is not a way even for me to know any updates. I was asked to call them and get updates. Like I am with no job just sitting here, seeing that I am losing my credits, and keep calling Nissan everyday! For what from the first place, I even was not aware of such balance on me!! I expect Nissan to get my file back from collector and to give back my credits.
Business response
05/06/2024
Response attached.
Customer response
05/11/2024
I am rejecting this response because:
Thank you for your response to the complaint filed through the Better Business Bureau. However, I must express my dissatisfaction with how the situation has been handled. As a loyal customer who has leased multiple vehicles from Nissan, I am disappointed that my account was sent to a collection agency without adequate notification. I only became aware of the property tax payment and subsequent balance due after being contacted by the collection agency. This lack of communication has significantly impacted my credit score, as I was unaware of the issue from December 2023 until I was informed in March 2024.
The delay in cashing the check I sent, which was confirmed delivered on March 25, 2024, further exacerbated the situation, causing undue stress and damage to my credit during a critical time when I was planning to make significant financial decisions. As a resolution, I request that NMAC takes proactive steps to restore my credit score to its status in December 2023, as this issue has unfairly penalized me. This restoration is crucial for regaining my trust and considering any future business with Nissan. I am prepared to provide documentation of my credit scores to support this request.
Thank you for addressing these concerns with a fair and timely solution.
Business response
05/15/2024
Response attached.
Customer response
05/17/2024
I have reviewed the business' response and accept this resolution. I must say that I am not satisfied with the way they treated me, but I want to move on from this situation. I want to express my gratitude to the BBB for helping me bring my concerns here and seek resolutions.
Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Nissan Finance billed me and my dad for the charging cable that we both returned when we returned our 2022 Leaf. They have a broken process that they burden the consumer with. After multiple calls with Nissan Finance I had to drive to the dealership to obtain a copy of what they already sent to Nissan showing I had returned the charger. Two months later I receive a letter from a collections company because Nissan sent my account to collections (another broken process). I want to hear from a Nissan ************** director/VP on how they are going to fix their broken process so others don't have to deal with this.
Business response
04/25/2024
Response attached.
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Account Name: ******************************************************************** Account # ***************** I see that this account has collection/charge off status and yet there is a past due balar.. on this report, do you know it is a violation? I urge your agency to re investigate this account and ensure that correct, fair, and 552 complete reporting is given. I don't believe NISSAN MOTOR ACCEPTANCE account is accurate either.Dear NISSAN MOTOR ACCEPTANCE I am writing to formally dispute the auto charge off on my account referenced *****************, as reported on March 10th. I was instructed by ****, a supervisor in the collection department, to mail a check for $2328 to bring my account to current status by March 21st, 2024. However, ORIGINAL PAYMENT LOST IN THE MAIL.REPLACEMENT PAYMENT MISSED BILLING CUT OFF DATE On April 8th, 2024, I found what happened now its charge off. want to clarify that I made a good faith effort to pay the outstanding balance as instructed by your representative, ****. Unfortunately, due to the charge off, the payment was unable to be processed. I believe there may have been a misunderstanding or miscommunication that led to this situation.
Business response
04/26/2024
Response attached.
Initial Complaint
04/08/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
NISSAN-INFINITI LT is attempting to collect on a fraudulent account in th amount of $24,044.00 that was once removed from my credit report but has since been reinserted. Although the company may be able to validate public information the account cannot be verified because it was never mine. I am a victim of fraud and have expressed this numerous times to both the business and the credit bureaus and only received a response from the bureaus.
Business response
04/22/2024
Response attached.
Initial Complaint
04/08/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have contacted Nissan on several occasions regarding billing. Multiple representatives in the collections department refuse to send me a full history of my account. They refuse to transfer me. I keep getting fees added but they are just telling me I am liable for the fees. All I want to know is what the fees are for exactly! I asked for an entire breakdown of fees. If its valid I will pay it. They give me the same amount in fees and I ask if its a duplicate and they say no you are liable. I feel like if I could just talk to another department I would not have any issues but they refuse to transfer me to accounting, billing, accounts receivables or customer service. When I said I want to talk to someone other than customer service they said they are collections not customer service. I said well let me talk to customer service and they said we are customer service. I want to speak to a native English speaker. I feel like there is some type of communication breakdown. It cant really be that hard to get an audit of an account right? Its so frustrating I keep calling getting the same result. If you are telling me I owe something I want a breakdown of why I owe. Its not a car payment thats due its fees. This is absolutely ridiculous to be on the brink of tears because I simply want to know what I am being charged for. One representative said I had to pay $75 for a key being made. Another tells me the key was $324. I just want consistent answers.
Business response
04/18/2024
Response attached.

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