Consumer complaint received 2025-02-21 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 : Exeter Finance Obstruction of Communication, Account Access Denial, and Financial Harm I am submitting this complaint against Exeter Finance LLC for deliberately obstructing communication, refusing to provide essential loan information in writing, and blocking my ability to make necessary financial decisions. Their actions have directly resulted in financial harm by preventing me from assessing my loan obligations, planning my finances, and making a decision regarding selling my vehicle.

Summary of My Requests to Exeter Finance & Their Failure to Respond On XX/XX/year>, I formally contacted Exeter Finance via email and their online portal to request the following : 1 A full loan payoff amount with an itemized breakdown of fees, interest, and penalties.

This information is essential for me to determine my remaining balance and potential financial options.

2 Eligibility for a deferment, payment extension, or hardship plan.

Given my financial hardship, I asked if Exeter offers any temporary relief options and what the exact terms would be.

3 A full breakdown of how much daily interest and late fees are accruing on my account. 
Without this information, I have no way of knowing how much my balance is increasing daily.

4 The exact timeline for default and repossession.

I requested a clear answer on when my account will be considered in default and when repossession proceedings would begin.

I explicitly requested that all responses be provided in writing via email or secure messaging, stating that I do not authorize phone discussions regarding my account.

Exeter Finances Pattern of Obstruction Instead of providing the requested information, Exeter Finance engaged in a deliberate pattern of obstruction : Sent one insincere response acknowledging my financial hardship but refused to provide any actual information.

In their only direct message, Exeter Finance stated, We are sorry you are going through such a difficult time. 
However, despite this acknowledgment, they still refused to provide my requested loan details and instead directed me to call or use live chat, ignoring my request for written communication. 
This response proves that they received my request and were aware of my situation, yet they still chose to avoid answering my questions and forced me to use communication methods that lack accountability. 

Refused to provide written responses. Instead of answering my questions, they responded with generic, automated emails directing me to call or use live chat. 

Blocked my access to my online account. 
They claimed they sent me a message in my account portal but, immediately after, my access to the portal was restricted, preventing me from retrieving it. 
I attempted to log in multiple times on both my phone and computer, and I have screenshots and video recordings proving that the website failed to load. 

Ignored multiple follow-up requests for email communication. 
When I demanded that they provide the requested information in writing, they continued to send automated responses telling me to access the portal ( which I could not access ) or call them, ignoring my specific request.

Previously called excessively ( up to three times per day, including after hours and weekends ).

Once I demanded written communication, they immediately stopped calling me.

Made it impossible for me to assess my financial situation.

Without the payoff amount, daily interest details, or fee breakdown, I can not make an informed decision about my financial obligations.

I have no way of knowing how much extra I am being charged daily.

Prevented me from selling my car. 
Because they refused to provide my loan payoff amount in writing, I can not determine my cars market value or assess whether selling it is a viable solution. 
Their actions have delayed my ability to take financial action, increasing my financial hardship. 

Refused to acknowledge responsibility for blocking my access. 
Before losing access to my account, I anticipated their pattern of obstruction and sent a message stating that if my portal access was blocked, they would remain fully responsible for continuing written communication via email.

I have proof that Exeter received this message before restricting my account access.

Financial Harm Caused by Exeter Finances Obstruction Because of Exeter Finances deliberate refusal to provide essential financial information, I have suffered direct financial harm, including : Inability to sell my vehicle because I do not have my loan payoff amount.

Lack of knowledge about how much daily interest & penalties are accruing, preventing me from making an informed financial decision.

Unnecessary financial stress and hardship caused by Exeter Finances refusal to communicate in writing and failure to provide my account details.

Lost time in resolving my financial difficulties, as I am still waiting for information that should have been provided immediately.

Given these circumstances, I respectfully request that the Consumer Financial Protection Bureau and the South Dakota Division of Banking determine : 1 Whether Exeter Finance should be held financially responsible for the damages caused by their obstruction of written communication and account access restrictions.

2 Whether Exeter Finance should be required to provide all requested loan information immediately and confirm in writing that they will not obstruct my ability to access my loan details in the future. 

This obstruction has prevented me from taking responsible financial actions and has forced me into unnecessary financial hardship.

Evidence & Documentation Screenshots proving Exeter Finance received my messages before blocking access.

Screenshots & a recorded video showing my failed login attempts after they claimed they sent me a message.

Video proof of their excessive phone calls before I requested written communication.

Voicemail recordings proving they pressured me to call before I was even 30 days late.

Bank statements proving financial hardship ( available upon request ).

Requested Resolution I want all requested loan details ( payoff, fees, deferment eligibility, and default timelines ) sent in writing via email immediately.

I want confirmation that Exeter Finance will not obstruct written communication moving forward.

I request an investigation into Exeter Finances handling of borrower communication and whether their actions violate fair lending and consumer protection laws. 

Given Exeter Finances long history of similar consumer complaints, I believe their actions warrant regulatory review to prevent further harm to borrowers.

Company response to consumer: Closed with explanation