Consumer complaint received 2021-12-25
Company: Regional Management Corporation
State: VA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
Company : Regional Finance XXXX XXXX XXXX XXXX, VA XXXX Conversation happened XXXX XXXX 2021. This is the email I sent to the supervisor ( XXXX XXXX ) and XXXX  manager XXXX XXXX XXXX ) I have an account with your company and had called in today ( XXXX time in less than XXXX weeks ) to follow up. I became unemployed and was In Contact with XXXX XXXX ( XXXX ) regarding my situation. I was asked to prove that I was receiving unemployment benefits so I know I couldn't file until XXXX  XXXX. I was given a packet to be submitted with my claim. ( Please see attachment ). 

On XX/XX/XXXX I came into the office to get a new page form ( as a new date was required ), I emailed all forms to the email address requested. I then called on XX/XX/XXXX to follow up again with the XXXX XXXX and they advised that they have not received anything. I called back to the office and spoke to the same lady who advised me to email it to XXXX XXXX directly, which I did. I received an email on XX/XX/XXXX from XXXX XXXX that the file was then submitted to the XXXX XXXX. Today, I called the insurance company and they tell me they still have no records. Puzzled and confused I called back into the office and asked to talk to XXXX XXXX. I was told he wasn't available. The same woman who I '' ve spoken to the last 2 times, asked if she could assist me. At first she told me that they ( XXXX  staff ) spoke about me yesterday and that she " thinks '' it was submitted. She then looked up the account and told me the account was paid yesterday thru XX/XX/XXXX. Of course I had questions as I'm still confused. As I ask why wasn't I contacted and started to ask when I need to send in more proof as I am still unemployed she started over talking me. When I advised that I have been in communication and very proactive about this bill and have followed all directions given, she started to say that they ( her company ) needed to submit the claim not me. I advised that I was given a paper ( see attachment ), with all instruction that I am to follow,, and as I became more confused,, the more questions I had. I did say at XXXX point " this doesn't XXXX make sense ''. She continued to not let me get my sentence out and still continued to over talk me and then called me a " XXXX '' which of course is not my name. 

Yes, I am XXXX by my skin XXXX and professionally is not acceptable or tolerable. It was not only demeaning but racially vindictive. I am not entitled and don't feel that I am. I called to speak with the XXXX because he had submitted my documents and I had dealt with him in getting the loan and spoke to him when my financial situation changed. I am just appalled that this woman spoke to me in the manner she did. I pay my bills and haven't been in this situation before. 

As I am ending this email, I just received a call from XXXX XXXX with an apology which I appreciate, however this has no reflection on the XXXX or the company as much as the individual I was speaking with. 

I appreciate the time you took to understand that I am only XXXX customer and my experience today, I wouldn't wish on anyone

Company response to consumer: Closed with explanation