Consumer complaint received 2023-08-19
Company: Exeter Finance Corp.
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with the interest rate

Complaint:
I received the following response from Exeter XXXX regarding my XXXX protection. 

XX/XX/XXXX, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX Dear XXXX XXXX, On XX/XX/XXXX, Exeter Finance LLC ( Exeter ) received notice regarding your complaint filed through the Consumer Financial Protection Bureau ( CFPB ). Exeter would like to thank you for the opportunity to address the concerns outlined in the complaint. XXXX success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response. Exeter has thoroughly investigated your complaint, responded to the CFPB, and made the following determination. You signed for the Account established by the Motor Vehicle Retail Installment Sales Contract-Simple Finance Charge ( Contract ) you executed with Trophy XXXX to XXXX the purchase of a XXXX XXXX XXXX XXXX VIN # XXXX ( Vehicle ) on XX/XX/XXXX, which was assigned to Exeter. The XXXX payment schedule provided for 72 monthly payments of {$450.00} beginning XX/XX/XXXX. The Account was paid in full on XX/XX/XXXX. On XX/XX/XXXX, we received correspondence from you regarding your military orders. It was determined that we needed additional information to review your eligibility for retroactive protection under the XXXX XXXX XXXX XXXX ( XXXX ). On XX/XX/XXXX, Exeter mailed you a letter requesting additional information regarding active-duty dates. Following this request, we received additional military documentation on XX/XX/XXXX. Exeter thoroughly reviewed all the documentation provided and it does not support any active-duty dates after the XXXX was originated on XX/XX/XXXX, through the payoff/close date of XX/XX/XXXX. All supported active-duty dates show to be after the Account was paid in full and closed. As such, the Account does not qualify for XXXX protection. We trust these answers to any questions associated with the complaint. If you have any additional questions about our response, we encourage you to contact the XXXX XXXX XXXX XXXX at ( XXXX ) XXXX. Sincerely, XXXX XXXX XXXX XXXX Exeter Finance LLC My Response : I received a call from an account XXXX at Exeter XXXX on XX/XX/XXXX, explaining that my account did not qualify for XXXX XXXX because of the types of orders I sent in and that I would receive a letter in the mail. He further stated that inactive duty ( i.e., drills ) does not count towards. While he is right in his assertion that drills do not count, he is wrong in his assertion that the orders I sent represent drill duty. The attached orders are XXXX XXXX active-duty orders. They are within the timeframe which Exeter XXXX outlines. Begin XXXX : XX/XX/XXXX, to XXXX XXXX XX/XX/XXXX. 

Exeter False XXXX or representation : All supported active-duty dates show to be after the Account was paid in full and closed. As such, the Account does not qualify for XXXX protection. 

See attached XXXX XXXX : active-duty order # XXXX XXXX attached Title XXXX : active-duty order # XXXX

Company response to consumer: Closed with explanation