No— in the event that there is a delay in submitting a cancellation, and the loan is closed after the write off has occurred, an exception may be granted to refund the customer directly.

If this is the case, please upload the following when submitting a cancellation in the HUB, and select the appropriate refund payee: 

1. Proof of loss 

2. Proof of outstanding loan (at the time of loss) 

3. Proof of payout (must be dated after the write off date) 

If you are a non-issuing dealership requesting this cancellation on behalf of a customer, please e-mail the following to 

1. All of the above mentioned documents 

2. A cancellation form completed and signed by the dealer and customer 

Please specify that you are requesting an exception due to the above-mentioned circumstance.