Consumer complaint received 2023-04-24
Company: Lendmark Financial Services
State: CO
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
On XX/XX/XXXX, I received an invitation to apply via email for a personal loan from XXXX XXXX. On XX/XX/XXXX I called to follow-up on the status of my application and was told by XXXX that she was busy and would call back later in the day to finish the application process and determine what documents were needed for the approval. I submitted the requested documentation via the requested portal on XX/XX/XXXX. I provided the banking statements, SSI award benefit letter, and various paystubs from my employers. 

I have been going back and forth with XXXX for the last four weeks providing her unnecessary paperwork from my respective employers. She requested my very first paycheck from my longest employer and asked why the names differed. I explained I work for a franchised location and that name will not be listed on the employer on the outside of the building but would go by the LLC the owner created. She then followed up with for auditing purposes I need for you to provide the W-2 as well to make sure the names align of your employers.

Provided this as well, copies of my banking statement, award statement of SSI benefits. I provided to her three wage statements from my longest employer and the wage statements from my previous employer. Which is strange that I was qualified for the {$4000.00} loan then but once I provided the newest wage statement from my new employer I'm declined without a reason. So, this makes zero sense XXXX is rude, disrespectful, and unprofessional. 

She kept speaking over me and would not provide the reason why my loan was declined. I have more than enough income to accommodate the loan. I have a considerable amount of student loans but was still able to purchase a house last year with providing a letter from my lender proving the amount listed on my credit report is incorrect. Theres not even an amount listed on my report as theyre in deferment. So, this means she took 1 % of the value which of course would make my DTI insanely high as I have over a XXXX XXXX XXXX XXXXXXXX dollars in student loan debt. 
XXXX intentionally sabotaged and decline my application stating they were unable to verify my income which is incorrect I provided several months worth of wage statements and banking statements. She refused to let me explain my DTI and stated she can not change the amounts which she can. Ive previously provided them a letter from my student loan lender when I had a loan with them in XXXX, XXXX, and XXXX. It appears only XXXX is every the only one working. 

Conveniently her manager was on vacation at the moment during the week of XX/XX/XXXX so I could not speak with her to discuss my concerns about how this situation was handled. When I called to ask for the corporate phone number XXXX became even more unprofessional and rude and told me to XXXX it like everyone else does. I find it odd that she does not have the number to corporate on hand considering it is a financial institution. Last week I asked to speak with her manager about her unprofessionalism she declined and said she could handle the situation without involving her manager.

I thought the purpose of requesting a manager is voice concerns about the various interactions and handling of my application to which she refused. Each time I call in it takes majority of the business day to get a return call or a follow up the following day about the application. I have never had this happen before and I've had three loans with Lendmark in the last ten years alone at this same location. It is troubling that I was approved with the income provided and then a complete 360 once I provided my new way statements. I believe XXXX 's loan declines require additional review and an investigation needs to be launched. The last time I took a loan out with Lendmark in XXXX there were no underwriters in the store, and she claimed the underwriter at her location could not approve the loan due to the DTI to which again we spent 20 minutes talking about my mortgage, two car loans which are the bulk of my credit portfolio at the beginning of the loan process. My loan application should not have been denied and XXXX incorrectly input the information and refused to allow me the chance to submit supporting documentation as I have previously been able to provide for loans with Lendmark Financial. 

I filed a complaint on XX/XX/XXXX, complaint # XXXX and was told I would receive a call back on or before XX/XX/XXXX, to which I followed up on XX/XX/XXXX, and XX/XX/XXXX and XXXX failed to relay the message that I wanted to Speak with XXXX XXXX on purpose which means she definitely has something to hide or does not want to be held accountable for intentionally denying an application and incorrectly input the data that was provided. I called corporate this morning ( XX/XX/XXXX ) and was told I needed to wait to speak with XXXX to which I told them she has yet to follow up and I would like the matter escalated. After asking twice the representative told me they would escalate the matter up to XXXX XXXX but it would be on or by XX/XX/XXXX which is unacceptable considering I filed the complaint 10 days ago and requested on multiple occasions to speak with XXXX and XXXX refused to do so.

Company response to consumer: Closed with explanation