Consumer complaint received 2025-04-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Exeter Finance, LLC.
State: SD

Complaint narrative:
Subject : Continuation of Complaint ID # XXXX Exeter Finance Obstructing Access & Withholding Loan Information Dear Consumer Financial Protection Bureau XXXX This is a formal continuation and critical update to my original complaint ( ID : XXXX ) submitted on XX/XX/year>, against Exeter Finance LLC. Since that submission, Exeter has taken new actions that further obstruct my ability to manage, verify, or pay my auto loan ( Account # XXXX ) unless I agree to new, undisclosed contract terms through their online portal. 

This supplemental complaint includes evidence of additional coercive behavior, account access obstruction, and refusal to provide critical information all of which I was unable to include in the original filing. Please link this update to my existing case file. 



Key Issues : 1. Initial Lack of Transparency & Incomplete Loan Payoff Details On XX/XX/year>, I was temporarily granted access to my Exeter account and saw a payoff quote of {$8100.00}. 
However, no itemized breakdown was provided to explain how this amount was calculated. 
Ive made multiple written requests for a full loan breakdown, including principal, interest, fees, and how daily accrual is applied. 
Exeter only told me that my interest accrues at {$4.00} per day, which is insufficient to justify the total balance or timeline. 

XXXX. Forced Agreement to New Terms to Access My Account As of XX/XX/year>, Exeter is completely blocking my access to my online loan account unless I agree to a new set of portal terms and conditions. 
These new terms are presented without context, summary, or any opportunity for negotiation, and appear to allow Exeter to change policies at will, including how customer information and legal rights are handled. 
I have not agreed to these terms and have requested access be restored without requiring new agreements they have refused. 

XXXX. Exeter Issued an E-Statement But Prevented Me from Viewing It On XX/XX/year>, I received an email from Exeter notifying me that a new e-statement was ready. 
When I attempted to view it, I was again blocked by the forced agreement prompt, preventing access. 
This means Exeter is deliberately withholding my billing information unless I waive my rights under new contract terms creating a coercive scenario where I can not verify or pay my loan without legal compromise. 

XXXX. Lack of Written Responses & Communication Obstruction I have repeatedly asked Exeter to communicate with me in writing via email or mail. 
Ive requested written responses to my hardship assistance inquiries, balance details, and loan status. 
Instead, Exeter has ignored my requests and repeatedly directed me to their online portal, which I am unable to access without agreeing to new terms. 
This is a clear attempt to evade written accountability while placing me at a financial disadvantage. 



XXXX. Unfair Forced Agreement Terms ( Examples ) Exeters new online portal agreement, which I must accept to access my account, contains several coercive and rights-limiting provisions, including : Unilateral Modification Clause : Exeter reserves the right to change portal terms at any time without directly notifying me.

Waiver of Legal Rights : Some language appears to limit my ability to dispute charges, opt out of arbitration, or take legal action.

Conditional Access to Online Communication : I value and prefer written, trackable communication especially through online access because it provides accountability. 
However, Exeter is forcing me to agree to new terms that were never part of my original loan agreement just to continue accessing my loan statements, payoff details, or submitting hardship requests online. 
No Guarantee of Access : Despite requiring use of the portal, Exeter also claims no obligation to make it accessible or to provide alternate ways to manage the account. 

These terms were not disclosed at the start of my loan and are now being used to coerce agreement through financial pressure, which I believe is predatory. 



Requested CFPB Action : I respectfully request the CFPB investigate and take action against Exeter Finance for the following : Obstruction of Account Access unless I agree to new terms that were never part of my original contract Withholding of Billing and Loan Documents necessary to manage my financial obligations Coercive Contract Modifications Under Duress Failure to Respond in Writing to formal inquiries about my account, hardship options, and payoff breakdown Conclusion : Exeter Finance is engaging in deceptive and coercive practices by restricting access to my own financial records, refusing to respond in writing, and forcing me to agree to terms that limit my rights and protections. Their actions prevent me from managing or paying my loan responsibly and violate basic principles of consumer fairness and transparency. 

I urge the CFPB to take swift action to protect my rights and ensure accountability. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation