Frequently Asked Questions

General

Q. What are the hours of operation for Customer Service?
A. Our hours of operation are as follows:

Q. How do I request the amount required to pay off my account?
A. Please contact us at 800.321.9637.

Q. Where do I mail my payoff checks?
A. Send payoff checks to the following address:

Q. How do I request my payment history?
A. Please contact us at 800.321.9637.

Q. How do I handle an insurance claim due to physical damage?
A. Please contact us at 800.321.9637. Please have the following information available when you contact us: Insurance Agency Name; Insurance Agent Name/Contact Name; Insurance Agent Phone Number; and date of loss.

Q. I received an insurance check for repairs to my vehicle. In order for me to make payment to the body shop and claim my vehicle, Exeter Finance Corp. must endorse the check. How do I go about getting a signature from Exeter Finance Corp.?
A. Please contact us at 800.321.9637.

Q. Where do I send insurance information?
A. If you have any questions, please contact one of our insurance specialists at 1-800-243-0705.

Q. I received a letter from Exeter Finance Corp., but I do not have an Exeter Finance Corp. account. What should I do?
A. If the letter begins with "Thank you for your application for credit ...", it indicates that you applied for a loan. If you want additional information, please follow the instructions in the letter.

Q. I believe my card/account number was used fraudulently for a payment. What can I do?
A. Please contact us immediately at 800.321.9637.

Billing

Q. Where should I mail my payment?
A. You should mail your payment to the address on the remittance portion of your monthly statement. If you do not have the remittance portion of your statement feel free to mail your payment to the payment processing center below.

Q. May I have my payment automatically deducted from my checking account?
A. Yes, it’s easy to set up. Just complete and return the ACH Sign-Up Form or call (800) 321-9637. If you call, please have your checking account information (bank name, account number and routing number) or check card handy.

Q. How can I make a payment that posts quickly?
A. You may either contact us by phone 800.321.9637 or pay online (after registering) at MyAccount.

Q. Will funds be drafted from my account the day they are received?
A. Any payments made before 5:00 PM CST will generally post to your account that same day (excluding weekends and holidays). However, your bank may not debit the funds from your account for up to 48 hours. Any payments made after 5:00 PM CST will post to your account the following business day.

Q. Do you accept payments by telephone?
A. Yes. We accept payments from personal checking account and debit card via telephone. Call us at 800.321.9637 and have your debit card information or bank account information available when you call.

Q. Will I receive a coupon book?
A. No. You will receive a monthly statement - usually two weeks prior to your payment due date.

Q. May I request a payment extension?
A. Yes, however conditions apply. Please contact us at 800.321.9637 to see if you qualify for an extension.

Online Account

Q. What information do I need to access my account information?
A. You will need a valid email address; your seven digit Exeter Account Number (be sure to exclude the "1001" from your account number); the last four digits of the primary account holder's social security number; and the zip code of the billing address.

Q. Where do I find my account number?
A. Your account number is located in the upper right hand corner of your monthly statement.

Q. Why am I getting an error message indicating that "account number, social security, and zip code do not match" when I attempt to set up my account?
A. There are typically three reasons for receiving this error message. Please make sure that 1) your account number does not include the "1001" at the end of your account number; 2) you are using the last four digits of the primary account holder's social security number; and 3) the zip code is the zip code where your monthly statement is mailed. If you are still having issues setting up your account, please contact us at 800.321.9637.

Q. What can I use for user name?
A. Your user name must be at least six alpha-numeric characters.

Q. Can I get assistance while viewing my account information?
A. Yes. Please contact us at 800.321.9637.

Q. I forgot my user name and/or password. How do I retrieve it?
A. From the MyAccount page click the login button and then select "Forgot Your User Name or Password?". You will then be prompted to enter your account number, last four digits of the primary account holder's social security number, and the zip code that your monthly statement is mailed to. You will receive your username and password via the email address of record. The primary account holder is the first customer named on your monthly statement.

Account Payment

Q. How do I make a payment online?
A. Log into your account using either the MyAccount menu above or the link in the left navigation pane. Click the "Pay Bill" button. Click on either Bank Account or Debit Card. Enter the requested information on the screen.

Q. How will I know if my online payment has been received?
A. You will receive a confirmation number once you have submitted your online payment. If you do not receive this confirmation number; do not attempt to process your payment again as it may result in more than one payment deduction from your account. Instead, call us at 800.321.9637.

Q. When will my online payment be posted to my account?
A. Any payments made before 5:00 PM CST will generally post to your account that same day (excluding weekends and holidays). However, your bank may not debit the funds from your account for up to 48 hours. Any payments made after 5:00 PM CST will post to your account the following business day.

Q. I have made a payment. Why am I getting calls regarding a past-due amount?
A. Your account may still be past due. Please check your monthly statement or call us at 800.321.9637 to confirm your account status.

If you are sure that you are current, it may be a timing issue. You have made the payment, but it has not yet posted to your account. If you make an online payment after our cut-off for processing payments for the day, there is a possibility that you will be called because the payment is not reflected in our payment system.

Q. I tried to use the online payment site, but the system is not recognizing my account number and/or the last four of my social security number. What should I do?
A. The system recognizes the account number and the last four of the primary customer's social security number. Also, ensure you are excluding the "1001" at the end of your account number. If you continue having an issue, please contact us at 800.321.9637.. The primary account holder is the first customer listed on your monthly statement.

Q. I made a data entry error and paid an incorrect amount and/or used the wrong type of payment method. What can I do?
A. Please contact us at 800.321.9637.

Q. May I refinance my contract?
A. No, we do not offer refinancing of your existing contract. However, other financial institutions may offer refinancing options.

Q. May I defer a payment(s)?
A. One of our customer service representatives will review your account for eligibility for this service. Please contact us at 800.321.9637 and we will be happy to assist you.

Q. May I change my payment due date?
A. One of our customer service representatives will review your account for eligibility for this service. Please contact us at 800.321.9637 and we will be happy to assist you.

Title

Q. I recently paid off my loan. When will I receive my title?
A. The certificate of title or lien satisfied is sent to the authorized party (person or entity who paid off the loan) in accordance with state specific regulations after the payoff has been posted to your account and the account is paid in full.

Q. I have moved to a different state and need to get tags for my auto. What should I do?
A. Visit your local tax office and advise them that you are a new resident of the state and need to register your vehicle. Make sure they know that Exeter Finance Corp. is the lienholder.

Q. My temporary tag from the dealer has expired. What do I do?
A. You will need to call the dealership where you purchased your vehicle to see if your paperwork has been processed with the state. Each state and dealership has a different timeline for processing this request.