Consumer complaint received 2023-06-02
Company: OneMain Finance Corporation
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
On XX/XX/2023, I received outstanding approval odds from XXXX XXXX for One Main Financial. I just so happened to be in the market for a travel trailer. I submitted a loan application for my husband and myself. We were approved for $ XXXX the loan application, I chose XXXX XXXX for the reason for the loan. We submitted this application at XXXX XXXX CST. We received a few emails regarding documentation. I submitted everything they needed. I even set up our bank account to link to them, as they said they needed that to see our financial picture. 
We never heard back from anyone. My husband called the branch in XXXX XXXX at XXXX XXXX  CST and was told by the lady that the one working on our loan was on a break and she will call him back. She never called back. We called again at XXXX XXXX  CST and was told again that they were busy. They only had two in the office due to an emergency and put him on hold. He waited on hold for 15 minutes. I hung up the phone and called back and received no answer. 
On XX/XX/2023, my husband and I expected to hear something from the branch once they opened up at XXXX XXXX  CST. We never heard anything. My husband called the branch again at XXXX XXXX CST. The manager XXXX at that point told him we were approved for {$1500.00}. He said he was inquiring about the loan for the auto purchase, that is what we applied for and were told we were approved for. She told him we were approved for a secured loan of {$13000.00} but they do not do auto purchases. I was confused because I applied for an auto purchase loan. I called the branch and asked for the corporate office or supervisor numbers. The girl asked if I wanted to speak to XXXX the manager, I said no, I just need a number to your corporate office or supervisor. She placed me on hold and XXXX came to the phone and asked what I needed. I explained again for the third time, that I needed the supervisor or corporate office 's number. She told me she could give me the corporate office number but not her supervisor. She asked why I needed the information and I explained to her how I applied for an auto purchase loan. She said they do not do that. I tried to explain to her that it was an option when I applied for the loan. She told me, it was not. I once again told her, yes it was. She then told me, that One Main has the right to know what the money is used for. I was confused by that statement, because I when I chose auto purchase, I figured that my intent was obvious. I then explained to her that this was extremely misleading and that if she would have told us that yesterday, we would have gone elsewhere and applied for an auto purchase loan. However, since we did apply for an auto purchase loan here, and then were given the run around for two days, the urgency of this travel trailer I was trying to purchase had gone by the wayside. I could see I would get nowhere with this woman and asked again for the phone number. She put me on hold once again and gave me XXXX. I also asked her to have her supervisor call me back since she wouldn't give the phone number. 
I called the number she gave me and it asked for an account number 7 times before asking for a zip code to even get to the point of even speaking to someone. Then once I put the zip code in, it said a 24-minute wait. I thought this can't be right. It seemed I was calling a call center. I hung up and XXXX  the corporate office of One Main. At the time, it listed a number to call for complaints. That number was XXXX. Completely different than the number given to me by the branch manager XXXX. I had to leave a message, I left a clear message regarding my call. I have not heard back from anyone. 
My husband had to reach out to the man selling the travel trailer and apologize for this run around we had to give him due to us trying to communicate with this company in regards to a loan they said we were approved for the previous morning. 
This seems to be a deceptive practice. Bait and switch. They baited me into applying for a loan that they had no intention of giving me. I can't begin to tell you the anguish this has brought on to our family. Please help us in regard to these unfair and abusive practices which go far beyond the extremely poor customer service we received. 
I believe if you don't get involved they won't do anything about this and they will continue to mislead others. Thank you. 
XXXX XXXX

Company response to consumer: Closed with explanation