Consumer complaint received 2018-05-25
Company: Exeter Finance Corp.
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
After paying off my loan, an overpayment was made to ensure the loan/interest would be fully satisfied. The finance company and a contracted company they hired are now refusing to refund the overpayment. Exeter Finance, the company that made the loan has not responded to any emails I have sent. When I called, the told me I have to speak with XXXX. Please see my email conversations below : XXXX XXXX XXXX ( 12 hours ago ) to me, customerservice Dear XXXX XXXX, We have received your email regarding your Exeter Finance Refund. 

You will need to contact Exeter regarding the how to receive the refund. 

Please contact us with any additional questions or concerns as your satisfaction is our top priority. 
Prepaid Card Services ( XXXX ) XXXX -- - Original Message -- - FROM : XXXX SENT:XX/XX/XXXX XXXX XXXX TO : XXXX, XXXX CC : SUBJECT : Re : Fwd : Refund of Over Payment via Check [ Case ID # : XXXX ] Thank you for your response. Please contact Exeter Financial to discuss how, either your company or Exeter is going to refund the overpayment. I do NOT want another card issued to me, I simply want a refund of the overpayment. I also never agreed to have my information shared with your company by Exeter to have a " prepaid '' card issued in my name. Your company or Exeter Financial will need to figure out how you will mail me the refund to my address in XXXX. 

Thank you, XXXX XXXX On Wed,XX/XX/XXXX at XXXX XXXX, XXXX wrote : Dear XXXX XXXX, We have received your email regarding your Exeter Finance Refund. 

We can not send a check or card outside of the US. 

You will have to contact customer regarding where you want the card or check mailed. 

Please call our Customer Service Team at XXXX ( for lost, stolen cards, or not received ), for assistance to determine if a new plastic can be reissued. It takes approximately 7-10 business days to receive a new card. 

We appreciate your patience in this matter and apologize for any inconvenience this may cause. Please contact us with any additional questions or concerns as your satisfaction is our top priority. 

Prepaid Card Customer Service XXXX International number:XXXX -- - Original Message -- - FROM : XXXX SENT:XX/XX/XXXX XXXX XXXX TO : XXXX CC : SUBJECT : Fwd : Refund of Over Payment via Check Please mail me a refund of the over payment to Exeter Financial via check, for the entire overpayment of {$50.00}. I do not wish to use the prepaid XXXX you mailed me as I have moved to XXXX and the exchange rates and 3 % international fee are ridiculous. I attempted to call your company from XXXX but was unable to get through to a person to speak to about this request and was disconnected. I also tried to activate the card to ACH the funds to my XXXX XXXX but your website said it was unable to activate. My information is as follows : XXXX XXXX Previous Address : XXXX XXXX XXXX XXXX, XXXX, VA XXXX New Address : XXXX XXXX XXXX XXXX # XXXX, XXXX, XXXX, XXXX Number on Card : XXXX Validity : XX/XX/XXXX Thank you. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( 14 minutes ago ) to  customerservice Please see the email chain below. 


XXXX XXXX XXXX XXXX XXXX ( 5 minutes ago ) to inquiries Please see the email chain below. Neither your customer service email address or the " secure '' messaging service through the website appear to be working. Please refund the overpayment, via check, to the following address : XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX The company you sent the overpayment to, XXXX, is absolutely useless. 

Thank you. 


XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- -- From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : Fwd : Re : Fwd :  Refund of Over Payment via Check [ Case ID # : XXXX ] [ Case ID # : XXXX ] To : XXXX Please see the email chain below. 

XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- -- From : XXXX Date : Thu, XX/XX/XXXX at XXXX XXXX Subject : Re : Re : Fwd : Refund of Over Payment via Check [ Case ID # : XXXX ] [ Case ID # : XXXX ] To : XXXX, XXXX Dear XXXX XXXX, We have received your email regarding your Exeter Finance Refund.

You will need to contact Exeter regarding the how to receive the refund. 

Please contact us with any additional questions or concerns as your satisfaction is our top priority. 
Prepaid Card Services ( XXXX ) XXXX -- - Original Message -- - FROM : XXXX SENT:XX/XX/XXXX XXXX XXXX TO : XXXX, XXXX CC : SUBJECT : Re : Fwd : Refund of Over Payment via Check [ Case ID # : XXXX ] Thank you for your response. Please contact Exeter Financial to discuss how, either your company or Exeter is going to refund the overpayment. I do NOT want another card issued to me, I simply want a refund of the overpayment. I also never agreed to have my information shared with your company by Exeter to have a " prepaid '' card issued in my name. Your company or Exeter Financial will need to figure out how you will mail me the refund to my address in XXXX. 

Thank you, XXXX XXXX On Wed, XX/XX/XXXX at XXXX XXXX, XXXX wrote : Dear XXXX XXXX, We have received your email regarding your Exeter Finance Refund. 

We can not send a check or card outside of the US. 

You will have to contact customer regarding where you want the card or check mailed. 

Please call our Customer Service Team at XXXX ( for lost, stolen cards, or not received ), for assistance to determine if a new plastic can be reissued. It takes approximately 7-10 business days to receive a new card. 

We appreciate your patience in this matter and apologize for any inconvenience this may cause. Please contact us with any additional questions or concerns as your satisfaction is our top priority. 

Prepaid Card Customer Service XXXX International number:XXXX -- - Original Message -- - FROM : XXXX SENT:XX/XX/XXXX XXXX XXXX TO : XXXX CC : SUBJECT : Fwd : Refund of Over Payment via Check Please mail me a refund of the over payment to Exeter Financial via check, for the entire overpayment of {$50.00}. I do not wish to use the prepaid XXXX you mailed me as I have moved to XXXX and the exchange rates and 3 % international fee are ridiculous. I attempted to call your company from XXXX but was unable to get through to a person to speak to about this request and was disconnected. I also tried to activate the card to ACH the funds to my XXXX XXXX but  your website said it was unable to activate. My information is as follows : XXXX XXXX Previous Address : XXXX XXXX XXXX XXXX, XXXX, VA XXXX New Address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX Number on Card : XXXX Validity : XX/XX/XXXX Thank you. 

XXXX XXXX

Company response to consumer: Closed with explanation