You’ve come to the right place.

Below are some of the most frequently asked questions we hear from customers. The information you’re looking for might be included. If not, please call us at (800) 321-9637. We’d like to hear from you.

GENERAL QUESTIONS

Q. I received a letter from Exeter, but I don’t have an Exeter account. What should I do?

A. If you recently applied for a car loan, the dealership may have presented your application to several lenders, including Exeter Finance. We’re obligated to send you the letter you received as a follow up. If you want additional information, please follow the instructions in the letter. If the letter references another topic, call (800) 321-9637 for assistance.

Q. I think my debit card or bank account number was used fraudulently to make a payment. What can I do?

A. If you suspect your account(s) is at risk for fraud, contact your financial institution(s) promptly to file a payment dispute.

Q. Can I refinance?

A. Refinancing is not available at this time. If you’re having problems making your payments, we may be able to help. Call (800) 321-9637 for assistance.

Q. How do I request a name change on my account?

A. Gather two forms of proof of the name change (i.e. driver’s license; marriage certificate; part of the divorce decree) and mail or fax them to the attention of Customer Service. Be sure to include your account number.

Mailing address:
Exeter Finance
Attn: Customer Service
2250 W. John Carpenter Freeway
Irving, TX 75063

Fax number:
(214) 572-8199

Q. I think my debit card or bank account number was used fraudulently to make a payment. What can I do?

A. If you suspect your account(s) is at risk for fraud, contact your financial institution(s) promptly to file a payment dispute.

Q. How do I request Servicemember's Civil Relief Act (SCRA) benefits with Exeter?

A. Please send us a copy of your military orders. Be sure to include your account number. Then mail, email or fax your request, to the attention of Customer Service. You will receive an eligibility or denial letter to the address associated with your account with details.

Mailing address:
Exeter Finance
Attn: Customer Service
2250 W. John Carpenter Freeway
Irving, TX 75063

Email address:
customerservice@exeterfinance.com

Fax number:
(214) 572-8199

Q. Can I change the due date on my account?

A. Yes, you’re allowed one due date change during the life of the contract. The account must be current with a minimum of one full payment posted, and the new due date cannot exceed more than 14 days from the original due date. To make a request, call (800) 321-9637.

Q. Why did I receive a 1099-C?

A.  The IRS requires us to file Form 1099-C, “Cancellation of Debt”, because we discharged a debt you owed of $600 or more.

Q. What am I supposed to do with this form?

A.  For more information contact the IRS or consult your tax advisor.

Q. Does this form mean that I don’t owe a balance on my account?

A. Not necessarily. Unless our loan agreement with you specifically provides that we will not seek to recover a deficiency from you, the filing of the 1099-C simply reflects that Exeter has discontinued any further collection activity on this account.

Q. If I make a payment on my account will Exeter send me a revised 1099-C?

A. No. Under applicable law Exeter is not required to file a revised 1099-C. Please consult your tax advisor or the IRS to determine the effect of any subsequent payments on your tax liability relating to the discharge of this indebtedness.

Q. I lost the 1099-C that was mailed to me. How can I request another copy of my 1099-C?

A. To request another copy please contact us at 844-478-5451.

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Q. What should I do if my 1099-C does not have the correct information?

A. Please contact us at 844-478-5451. Once we have supporting documentation we will issue a revised 1099-C if necessary.

Q. May I request a payment extension?

A. Yes, to verify if your account is eligible, call (800) 321-9637.

Q. Will the extension have any impact on my account/contract?

A. Yes. The extension of the payment(s) will impact your original term.  For example if you have a 60 month term and receive a two month extension your term will now expire at the end of the 62nd month, not after the 60th month. However, the terms and provisions of the contract, except as herein modified, remain in full force and effect and are incorporated herein by reference.

Q. Does interest continue to accrue if I get an extension?

A. Yes. During the payment extension period, interest will continue to accrue on daily and may result in a larger final payment.

Q. Will the extension impact my insurance or GAP coverage?

A.  Yes. Please be aware that the extension of your payments does not include the extension of insurance and/or GAP coverage, if any, where a separate charge was included in the contract.

Q. Who’s responsible for insurance or GAP coverage?

A. The Buyer and Co-Buyer assume(s) full responsibility for extending such insurance and/or GAP coverage, if any, after the expiration date stated in the insurance and/or GAP policy or certificate or GAP contract.

Q. What does this mean for GAP?

A.  If you are in possession of a GAP product that originally covered your terms (i.e. 60 months) and receive a two month extension, anything after the 60 month term is not covered under the GAP contract.

Q. Can I get extended GAP Coverage?

A.  Ask your dealer about possible vendors to determine if you may be covered under a separate agreement.

Q. Must I sign an agreement to get my extension?

A. This depends on the state in which you live.

Q. If I have to sign an extension when does it expire?

A. The extension form delivered to you by Exeter expires in ten (10) days from the Date of the Notice. If you do not return the signed contract before the end of the ten days, the extension will not be processed.

MYACCOUNT

Q. What is MyAccount?

A. MyAccount is a secure online portal that gives you 24/7 access to your Exeter account. Using a computer, tablet or mobile device, you can login anytime and make payments, set up email, securely email Customer Service, and more. Don’t have a login? Register today.

Q. Does MyAccount work on smartphones and tablets?

A. Yes, as long as you have Internet access. Once you register your account, you can use the same login credentials to access MyAccount on a computer, tablet or mobile device.

Q. How do I get a MyAccount login?

A. It’s easy. Simply go here and click Register. You’ll be asked to provide basic account information and create a User ID and Password. Be sure to have your 7-digit Exeter account number handy, along with the last four digits of your (or the primary account holder’s) Social Security number, and the ZIP code associated with the mailing address on the account.

Q. Where can I find my Exeter account number?

A. Your 7 digit account number can be found in the “ABOUT YOUR ACCOUNT” section of your monthly statement.

Q. When I try to register my account online, I get an error message that says my account number, Social Security number, and/or ZIP code do not match what’s on file. What do I do?

A. Look for these common errors:

  1. Account Number – Delete “1001” at the end of the account number.
  2. Social Security Number – Are you or someone else the primary account holder? Only the last four digits of the primary account holder’s Social Security number will be recognized
  3. ZIP Code – Use the ZIP code associated with the billing address on the Exeter account

If you continue getting an error message, call (800) 321-9637 for assistance.

Q. Can I make my User ID and Password anything I want?

A. For the security of your account, your User ID and Password must meet these minimum requirements:

User ID
Must be 6-50 characters in length

Password
Must be 8-20 characters in length
Must contain at least one uppercase letter, one lowercase letter, one number, and one special character (!@#$%^)

Q. I forgot my User ID and/or Password. What do I do?

A. Follow these steps:

  1. Click the MyAccount tab at the top of this page. If you’re on a mobile device, click the Menu icon (three horizontal bars) at the top of the screen and select MyAccount.
  2. Click Forgot User ID or Forgot Password.
  3. Enter your email address or select on screen validations
  4. Watch for an email with your User ID or temporary password.

Q. Where can I get help with MyAccount?

A. Call us at (800) 321-9637 if you need assistance.

Q. Can I set up automatic payments using MyAccount?

A. Yes. MyAccount is the easiest way to set up monthly recurring ACH payments. Here’s how:

  1. Log into MyAccount.
  2. Select Recurring Payments on the left menu and follow the prompts

Q. What types of payments can I make using MyAccount?

A. Your online payment options include:

  1. One-time ACH payments, using your checking or savings account.
  2. Recurring ACH payments every month, using your checking or savings account.
  3. Debit card payments.
  4. ATM card payments

Q. Can I save my payment information in MyAccount?

A. Yes. You can securely store your payment information in MyAccount and use it for future payments.

Q. When will my online payment be posted to my account?

A. Activity will post immediately to your Exeter account, however, your bank may not debit the funds from your checking account for up to 48 hours.

Q. How do I know if my online payment was received?

A. After you make a payment in MyAccount, you’ll receive a confirmation number on the screen. Please write down the number or click Print and save a copy for your records.

Q. Can I see my payment history in MyAccount?

A. Yes, as far back as September 2013. To see your payment history:

  1. Log into MyAccount.
  2. Click Account History in the left menu (IMPORTANT: Payments made outside the MyAccount portal may take up to 48 hours to display online).
PAYMENTS

Q. Where should I mail my payments?

A. Please send your monthly payments to the Exeter address shown on the front of the payment coupon at the bottom of your monthly statements. If you do not have a payment coupon, send your payment to:

Monthly Payments
Exeter Finance
P.O. Box 204480
Dallas, TX 75320-4480

Q. What are other payment options?

A. Additional payment options include:

  1. Checking/Savings Account: Log into MyAccount and select Make a Payment. Be sure to have your checkbook available
  2. Debit/ATM Card: Log into MyAccount. Click the debit card ad near the bottom of the page and follow the prompts, or call (800) 321-9637 to speak with a Customer Service representative.
  3. Phone: Call (800) 321-9637 and use our automated payment service or speak with a Customer Service representative. (Restrictions may apply.)
  4. MoneyGram: Go to MoneyGram or call (800) 555-3133 to find a store location near you. Our Receive Code is 1214.

Q. Can I have my payment automatically deducted from my checking account each month?

A. Yes, AutoPay is the most convenient way to make payments. To enroll in AutoPay, choose one of these options:

  1. Log into MyAccount, select Recurring Payments, and follow the prompts; or
  2. Complete and return an ACH Sign-Up Form included on the back of your monthly statement.

Q. I show my payment pending online, but I keep getting collection calls from Exeter.

A. It is possible for there to be a brief period of time between payment and recognition of the payment within our systems, which could trigger a collection call. If this happens, tell the Customer Service representative that you have already paid and your account will be handled appropriately.

Q. What is the quickest way to make a payment?

A. Online, through MyAccount. You have 24/7/365 access to your account with MyAccount. If you don’t have a login, go here to register. It’s easy and free. You can also make payments over the phone. Just call (800) 321-9637 and follow the prompts.

INSURANCE

Q. How do I handle an insurance claim due to physical damage?

A. Call (800) 321-9637 for assistance. Before you call, please have the following documents and information handy: a copy of your insurance estimates with the phone number, fax number, adjuster’s name, and date of loss; a copy of the auto body repair shop Invoice; a copy of proof of payment receipt (if applicable), and pictures of the repaired vehicle (if applicable).

Q. I received an insurance check for repairs to my vehicle, but I need Exeter to endorse the check. What do I do?

A. Make sure to sign the back of the check first, then mail it to Exeter Finance, Attn: Insurance Dept, PO Box 167399, Irving TX 75016. We will also need the following documents before we endorse the check & mail it to the repair shop: a copy of your insurance estimates with the phone number, fax number, adjuster’s name, and date of loss; a copy of the auto body repair shop Invoice; a copy of proof of payment receipt (if applicable); and pictures of the repaired vehicle (if applicable). You may also email these documents to insurance@exeterfinance.com. Call (800) 321-9637 with questions.

Q. Where do I send my insurance information?

A. To update or change your policy information call (800) 243-0705.

Mail insurance information to:
Exeter Finance
Attn: Insurance Dept.
P.O. Box 390477
Minneapolis, MN 55439-0477

Fax insurance information to:
(800) 422-9765

Q. What are my insurance requirements?

A. You’re required to maintain Insurance that includes comprehensive and collision coverage with a maximum deductible of $1,000 each.

PAYOFFS

Q. How do I request a payoff quote?

A. Follow the steps below:

1) Log into MyAccount.
2) Click Request Payoff Amount to get an immediate quote.

The quote will be valid for 10 days. For additional questions, call (800) 321-9637.

Q. Where do I mail payoff checks?

A. All payoff checks should be overnighted to the following address:

Overnight Payments
Exeter Finance
Attn: Payment Processing
2250 W. John Carpenter Freeway
Irving, TX 75063

TITLES

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. 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 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.