Consumer complaint received 2023-08-23
Company: OneMain Finance Corporation
State: MI
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
On XX/XX/XXXX, I contacted One Main Financial, LLC at XXXX and requested that my due date be changed from XX/XX/XXXX to XX/XX/XXXX ( account # XXXX ) and my request was processed successfully ( no menion of any service charges that would need to be paid for this one time request ). On XXXX/XXXX/XXXX, XXXX from the local branch in XXXX, MI XXXX contacted me and explain to avoid a service charge fee, she is suggesting my due date be changed to XX/XX/XXXX and the {$280.00} payment owed would still be deducted on XX/XX/XXXX via XXXX. I specifically asked this young lady would there be any problems with this tranaction and she stated no. On XX/XX/XXXX, I checked my balance in my checking account ending in XXXX with XXXX XXXX XXXX to include debits that had been deducted from my checking account and discovered that ( 1 ) One Main Financial, LLC had taken {$280.00} out of my account ending in XXXX on XX/XX/XXXX - Confirmation # XXXX. In addition, on XX/XX/XXXX, One Main Financial, LLC had taken another {$280.00} on XX/XX/XXXX - Confirmation # XXXX out of my checking account ending in XXXX. When I contacted XXXX, I was transferred to the XXXX branch and spoke with a XXXX who told me ( 1 ) that a service charge is applied after 5 days and ( 2 ) I needed to produce a bank statement indicating the a double payment had been deducted from my checking account ending in XXXX with XXXX XXXX XXXXXXXX. I find this to be unacceptable, this company evidently has not trained their employees properly so that customers accounts will not be debited twice when they change their due dates. This employee should have had written instructions or a Standard Operation Procedure that would have identified how to ( 1 ) deleted the original request that I had made on XX/XX/XXXX and ( 2 ) she should obtained assistance from others within her branch if she was unsure on how to properly process this transaction so that two ( 2 ) payments would not have been taken out of my checking account with XXXX XXXX XXXX ending in XXXX. I want my refund of {$280.00} and I would also like to not have this company automatically deducting any more money from my checking account with XXXX XXXX XXXXXXXX because they have proven themselves to be untrustworthy. I can call them and do one time payments on a monthly basis, take the payment to their XXXX office or mail the payment. This error could have caused my other creditors to not be paid and me to have been charged a fee from my bank and do you know how long that would take to correct. I would be working on that for months. Again, this practice is unacceptable and this employee, XXXX should be given additional training. Also, I contacted the XXXX branch and spoke with XXXX and I asked could I speak to the Branch Manager, XXXX XXXX and XXXX stated that he was on another phone call and I should leave a message and XXXX would call me back, I have not received a phone call back and that indicates the concern, none! I also called the Executive Office of Customer Care at XXXX and a recording indicated no one was available, to leave a message and someone would contact me the next day, again unacceptable. Please help me get my money back! Thank you

Company response to consumer: Closed with monetary relief