Frequently Asked Questions
Looking for more information? You might find what you need here.
How do I change my payment date or frequency?
If you need to change your payment date or frequency, contact our customer support team via email: support@cleofinancial.com.
We’ll do our best to accommodate your request and make the necessary adjustments. Please note that changes may incur additional charges as specified in your credit agreement and could be subject to certain limitations.
How do I update my payment information?
If you need to change your bank account information or payment method, contact our customer support team via email: email support@cleofinancial.com. Changes must be made at least 7 days before your next scheduled payment to take effect.
How do I find my loan balance?
If you want to find out details on your payment history, current owing balance, or payment amount, contact our customer support team via email - support@cleofinancial.com - and they can provide you with this information.
How do I request a payoff letter?
If you're looking to pay off your loan early, you’ll need a payoff quote detailing your final payment amount. Contact our customer support team via email - support@cleofinancial.com - and they will help you get a payoff quote.
How do I make extra payments or prepay my loan?
If you are looking to make extra payments, you have the option to apply your extra payments towards future monthly payments or principal. Contact our customer support team via email - email support@cleofinancial.com - for help.
What is GAP insurance, and do I need it?
If your car is totalled or stolen, your insurance should cover the loss. However, if the insurance payout is less than your loan balance, GAP insurance can help cover the difference. If you don’t have GAP insurance, you may be responsible for paying the remaining balance. GAP insurance helps protect you from owing money on a car you no longer have. If you have questions about GAP insurance, you should contact your GAP insurance provider.
Are there any fees associated with my loan?
At Cleo Financial, we believe in transparency - No hidden fees. We’ll provide you with a clear breakdown of any fees associated with your loan in your credit agreement.
How do I make my monthly loan payments?
As a Cleo Financial customer, you've enrolled in our pre-authorized payment service through your financial institution. On your scheduled payment date, Cleo will automatically withdraw the amount due from the bank account you provided, according to your chosen payment frequency.
What if I can’t make a payment on time?
If you’re unable to make a payment on time, please contact our customer support team via email - support@cleofinancial.com - as soon as possible. We may be able to offer a payment extension or provide options to avoid late fees depending on your payment history. It’s important to communicate with us early so we can find a solution together.
How do I refinance my auto loan with Cleo Financial?
Unfortunately, Cleo Financial does not offer refinancing options at this time. However, our customer support team is happy to assist you in exploring other solutions to meet your financial goals. Feel free to reach out to us via email - support@cleofinancial.com - if you have any questions or need assistance!
How do I update my personal information (e.g., address or contact details)?
Please reach out to our customer support team via email - support@cleofinancial.com - as soon as possible, we are happy to help you make any changes.
Need to get in touch?
General Inquiries
1-888-812-1993
Four Bentall Centre, 1055 Dunsmuir Street, Suite 3501, PO Box 49215, Vancouver, BC V7X 1K8
Monday to Friday 9am – 6pm (EST)
Looking for dealer support? Please contact solutions@cleofinancial.com.