Consumer complaint received 2026-01-28 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: Exeter Finance, LLC.
State: PA

Complaint narrative:
As this claim has remained in limbo, it has caused increasing financial and credit harm rather than resolution. I initially followed guidance to pause payments with lienholders and keep the dispute private while remaining insured under XXXX. As the delay continued to compound damage, I attempted to resolve the situation independently. 

Prior to my injury in XXXX, I was financially stable and self sufficient. I was head of household, employed full time in a management role, maintained XXXX figure savings, and owned XXXX vehicles outright. Following my injury, I was forced to relocate multiple times due to serious medical and safety concerns. I incurred substantial medical expenses and, out of necessity, prioritized housing, medical care, and basic survival over nonessential credit obligations. 

In XX/XX/XXXX, I liquidated my remaining assets in good faith to stabilize my finances. I sold XXXX of my owned vehicles, paid off my personal loan, and used the remaining funds to finance a vehicle intended to maintain employment, preserve transportation, and rebuild my credit. This decision was made to regain stability during recovery. Instead, it triggered a cascade of harm. 

I am legally XXXX under the State of New Jersey. Despite this, I have been denied reasonable accommodations and treated without fairness throughout the mishandling of both the insurance claim and the associated loans. From the date of this loss, I have been under acute mental health treatment due to the extreme emotional distress caused by the sudden liquidation of my assets and the resulting financial collapse. This vehicle was intended to help me recover. Instead, it made the situation significantly worse. 

I was the sole borrower on my original loan. XXXX released the settlement without my authorization, materially altering the status of the loan and leaving me unable to continue with it. I contacted my original lienholder to request refinancing in accordance with the settlement payoff terms. I was informed the loan could not be reopened and that any financing would require an entirely new loan. Because a second lienholder was now reporting on my credit, resolution through refinancing became impossible. 

My original lienholder was my first choice to continue doing business with. They remained professional throughout the process, retained the same agent on my case, and accommodated written communication due to my XXXX. While they were unable to refinance the vehicle due to circumstances outside their control, they placed all payments and delinquency reporting on hold with the credit bureaus until the claim is resolved. I appreciate their professionalism and would welcome doing business with them again in the future. 

My second lienholder refused to communicate with me in writing and did not honor any request for written accommodation. They declined to accept documentation, refused to pause negative credit reporting, and continued marking my account delinquent. Since purchasing the vehicle, I have never had full access to my loan account. I was repeatedly told the loan documents would be emailed to me, while also being told multiple times that email communication was not available. This occurred while my insurance policy cancellation and claim dispute were ongoing. 

Despite this lack of access and documentation, I was marked as noncompliant and issued a repossession notice. I did not request a payment hold due to XXXX. The lender stated they assumed full responsibility for the vehicle, yet when I raised concerns that the loan was not completed when I left the dealership, I was told to take the matter up with the dealer. This included unresolved issues such as missing license plates which resulted in an unregistered vehicle citation, the vehicle being sold without an inspection sticker, and improperly documented loan information. 

The finance manager was unable to reach my cosigner who was on active military duty and threatened to come to my home to repossess the vehicle. I have text message evidence of this interaction. I was again told to address these matters with the dealership. 

During this period, I was hospitalized for medical treatment. I did not request accommodation related to hospitalization, yet I was later informed I was over 90 days delinquent and that negative credit reporting would continue. I have been subjected to repeated collection calls every single day for several months, often multiple times per day, despite requesting written communication and explaining my circumstances repeatedly. 

I have never made a payment on this loan because I immediately attempted to voluntarily surrender the vehicle and refinance after reviewing the loan terms. The vehicle is valued at approximately XXXX dollars, while the loan balance is approximately XXXX dollars at a XXXX percent XXXX over 60 months. This was further compounded by a XXXX month insurance premium of approximately XXXX dollars following policy cancellation. These terms render the loan financially unattainable and have caused severe and ongoing credit and financial harm. 

From the first day, I have asked to self surrender the vehicle and explained the situation numerous times. The lender has refused to work with me in any capacity while continuing to pursue alleged 90 day delinquencies. I did not knowingly or meaningfully consent to these loan terms, which were finalized during a period of hospitalization and acute mental health treatment. 

Due to my injuries and safety concerns, I have been actively attempting to relocate. As a direct result of the unresolved claim, negative credit reporting, and multiple auto related tradelines, I have been unable to obtain approval for housing, rental applications, housing related credit, or any line of credit. I am unable to purchase a replacement vehicle or reinstate my prior vehicle. This has left me without stable transportation or housing options. 

From the moment I was medically and mentally able to process my financial documents and responsibilities again, I have put every available resource and all of my effort into resolving this situation in good faith. I have repeatedly attempted to reach a fair and reasonable resolution and have been denied at every step. 

I am not asking for special treatment. I am asking for fairness, accommodation consistent with XXXX protections, and a reasonable resolution to a situation that continues to escalate solely due to mishandling, refusal to cooperate, and failure to accommodate.

Company response to consumer: Closed with explanation