We had limited options when we wanted a newer vehicle. Gateway One Lending gave us the loan at of course a rediculously high interest rate. After a full year of not only on time payments but over the amount due we asked for a lower interest rate. Their response was they aren't lisenced to do "refinancing".
I asked for my auto pay to be adjusted to a different amount I had to cancel the auto pay I had set up and submit a new form. I asked the csr to call when the form had been recieved. Didn't happen. Their customer service leaves a lot to be desired, if you get any at all.