Consumer complaint received 2025-01-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: Exeter Finance, LLC.
State: TX

Complaint narrative:
I have been financing a vehicle with Exeter Finance since XXXX. During the years of XXXX I lost my job and fell behind on payments. I asked for payment options and the only option I was given was a deferment. I agreed even though it would extend my loan date because I had no other option. Once I got back on track with my payments I didn't get behind again and I was on track. In XXXX of XXXX I received a letter from Exeter saying that my loan would mature in XXXX of XXXX with a remaining balance of around {$9500.00}. I called and spoke with a rep who gave me my options and told me I had 120 day grace period after loan maturity to get the car traded in, refinanced or surrender. He verified information with a supervisor. Next month I called to make my payment and verified the information again and was guaranteed by a rep those were the same terms as long as I made my monthly payments up to XXXX. Around XXXX I spoke with a rep who then said the grace period stands but what the other reps didn't tell me was that I was at risk of repossession which all of a sudden was talked about. Not to mention after I was on track with my payment they started reporting to the credit bureau that I was late. I told them that I was working on getting it traded in and or refinanced and that it would be done before my grace period ended. Even though I would communicate with a rep they would continue to call me at least 5 times a day ( harassing me ) even though we had talked. My stance hadn't change within the hour but they continued to call. At the end of XXXX I spoke with rep and told them that I had plans to meet at a dealership within the next week seeing as it was around the holidays. On XX/XX/XXXX I went out to start my car and noticed my car was missing. They took it weeks before my grace period was set to end. ( My grace period was 120 days. So it should have went to XX/XX/XXXX ) as quoted by the original rep. I then called this morning XX/XX/XXXX because they were closed over the weekend and the rep tells me there is no grace period and to get my car back that I need to pay the balance in full. I then was transferred to a supervisor who went over all of the calls and notes and agrees that the reps ( at least 5 ) mentioned a grace period and I was given incorrect information but didn't offer any solutions besides me paying the full balance before my car is sold at the auction in a couple days. I have been a great customer for XXXX  years and have done great with my loan and payments and I feel like I was lied to numerous times and then played for loan company to not even stand by the people they trained while handling something so important as a car loan. Im frustrated because I did everything i was supposed to do right and they got it wrong and now i'm left trying to pick up the pieces and figure out how im going to get to work and get my kids back and forth to school because not only did they take my vehicle but now a repossession will appear on my record and make it hard for me to get another.

Company response to consumer: Closed with explanation