Consumer complaint received 2019-09-07
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I've had at least 4 - 5 loans with Springleaf Financial which is now One Main Financial. I've never had any concerns about how they  processing loans and they added the Disability and Unemployment loan by asking if I wanted it. Due to my credit score, I tried to use a Payday Loan to manage plumbing and electrical work in home but interest rate very high. On XX/XX/XXXX, I contacted One Main Financial for loan but was told the Underwriter stated I needed to use my car for collateral. Since the payday Loan had my title, I borrowed the money from my brother to pay it off to get my title. Once I received my title back, it was used on the One Main Loan.I wanted to add Disability and Unemployment Insurance to the loan but was denied. One Main told me I could not add because i was XXXX years old and didn't make sense. I started and researching the issue about XXXX years of age acquiring the insurance and left it alone. I called again about my account and offered an approved {$500.00} of course I accepted it. Later I wanted to consolidate my bills and they were very anxious to loan it to but wanted my other vehicle as collateral. I did not stop to weigh my options and banked on that so I asked again about adding the Disability and Unemployment Insurance and was denied. I was told because I am XXXX years old I could not add any Disability or Unemployment. I explained that I am XXXX years but still work to make ends meet. Now XXXX tells me we offer both insurances to everyone. I told not this time either time and continued to say we offer it to everyone. It made me feel he was saying I was being untruthful. All while explaining he would talk over me throughout the call until I said it is very rude to talk over someone. I'm not trying to be rude but you're not allowing me to convey my concerns. He got silent but sounds like a " Used Car Salesman '' when they're trying to sell something with a hidden price tag. When the last loan was created and settled, my due date changed back to the XXXX of the month so I call to ask why. She said they had to change the to XXXX XXXX but once I make the first payment they would change it. However, they did not change it so I had to move money around. Usually, I keep a {$200.00} Prepaid card at home for emergency so I immediately tried make my payment. Their website would not accept it for some reason so I did a XXXX XXXX and it further complicated things. Then the money was tied up with XXXX XXXX so I had to wait until funds were back on the card. I sent One Main Financial the tracking # and explained what happened. XXXX says we do not take XXXX XXXX but they have a CODE City with them. In a panic I sent it to the wrong Code City which caused the issue. I asked if they would change my due date back to XXXX and said they would change it once I made the payment. I made the payment but it wasn't changed. On XX/XX/XXXX, I spoke to XXXX - XXXX Manager to talk to I'm about refinance so I could remove my vehicles as collateral. I explained they told me I could call in to refinance to remove vehicles. There seems to be a disconnect with provided information because sound confused. I told him having put {$1000.00} 's of dollars into the vehicles, I would like to trade them in for another vehicles. I need the trade in amount to purchase another vehicle. XXXX told me I could see how much the trade in amount was and have them to mail the payment to One Main Financial. I told him that was defeating the purposes especially if One Main is getting the down payment. He says after the get the trade in money that would lower the amount and he could refinance that amount. It does not make sense to trade in both my vehicles and give One Main the funds to lower the balance to refinance ... .That means I would not have a vehicle at all.

I told I was concern about One Main setting customers up to repo their vehicles which make me very nervous. He was more concern about who told me that or where I got it from. I would he would want to assure the customer that isn't happening. I repeated the " Repo '' vehicles several times and not one time did he assure me it wasn't true. I got off the phone even more uncomfortable, anxious and leery. I'm never late with my payments but the fact it is a strong possibility they will try it me is scary. These actions have to come from higher ups like a District Manager to sign off on. I did not have a 700 credit score but I did have at least a XXXX credit score. I asked him who makes the decision to offer a loan with or without collateral and was told the Underwriter for Loans. I'm beginning to think they are making the rules as they go and customers are suffering for it. I've had at least 4 - 5 loans with Springleaf Financial which is now One Main Financial. I've never had any concerns about how they processing loans and they added the Disability and Unemployment loan by asking if I wanted it. Due to my credit score, I tried to use a Payday Loan to manage plumbing and electrical work in  home but interest rate very high. On XX/XX/XXXX, I contacted One Main Financial for loan but was told the Underwriter stated I needed to use my car for collateral. Since the payday Loan had my title, I  borrowed the money from my brother to pay it off to get my title. Once I received my title back, it was used on the One Main Loan.I wanted to add Disability and Unemployment Insurance to the loan but was denied. One Main told me I could not add because i was XXXX years old and didn't make sense. I started and researching the issue about XXXX years of age acquiring the insurance and left it alone. I called again about my account and offered an approved {$500.00} of course I accepted it. Later I wanted to consolidate my bills and they were very anxious to loan it to but wanted my other vehicle as collateral. I did not stop to weigh my options and banked on that so I asked again about adding the Disability and Unemployment Insurance and was denied. I was told because I am XXXX years old I could not add any Disability or  Unemployment. I explained that I am XXXX years but still work to make ends meet. Now XXXX tells me we offer both insurances to everyone. I was told not this time either time and continued to say we offer it to everyone. It made me feel he was saying I was being untruthful. All while explaining he would talk over me throughout the call until I said it is very rude to talk over someone. I'm not trying to be rude but you're not allowing me to convey my concerns. He got silent but sounds like a " Used Car Salesman '' when they're trying to sell something with a hidden price tag. When the last loan was created and settled, my due date changed back to the XXXX of the month so I call to ask why. She said they had to change the to XXXX XXXX but once I make the first payment they would change it. However, they did not change it so I had to move money around. Usually, I keep a {$200.00} Prepaid card at home for emergency so I immediately tried make my payment. Their website would not accept it for some reason so I did a western union and it further complicated things. Then the money was tied up with XXXX XXXX so I had to wait until funds were back on the card. I sent One Main Financial the tracking # and explained what happened. XXXX says we do not take XXXX XXXX but they have a CODE City with them. In a panic I sent it to the wrong Code City which caused the  issue. I asked if they would change my due date back to XXXX and said they would change it once I made the payment. I made the payment but it wasn't changed. On XX/XX/XXXX, I spoke to XXXX - XXXX Manager to talk to I'm about refinance so I could remove my vehicles as collateral. I explained they told me I could call in to refinance to remove vehicles. There seems to be a disconnect with provided information because sound confused. I told him having put {$1000.00} 's of dollars into the vehicles, I would like to trade them in for another vehicles. I need the trade in amount to purchase another vehicle. XXXX told me I could see how much the trade in amount was and have them to mail the payment to One Main Financial. I told him that was defeating the purposes especially if One Main is getting the down payment. He says after the get the trade in money that would lower the amount and he could refinance that amount. It does not make sense to trade in both my vehicles and give One Main the funds to lower the balance to refinance ... .That means I would not have a vehicle at all. I did not understand why XXXX would through in face the credits they paid for me like he did me a favor. 
I told I was concern about One Main setting customers up to repo their vehicles which make me very nervous. He was more concern about who told me that or where I got it from. I would he would want to assure the customer that isn't happening. I repeated the " Repo '' vehicles several times and not one time did he assure me it wasn't true. I got off the phone even more uncomfortable, anxious and leery. I'm never late with my payments but the fact it is a strong possibility they will try it me is scary. These actions have to come from higher ups like a District Manager to sign off on. I did not have a 700 credit score but I did have at least a XXXX credit score. I asked him who makes the decision to offer a loan with or without collateral and was told the Underwriter for Loans. I'm beginning to think they are making the rules as they go and customers are suffering for it. It is almost as if they want all secured loans instead of providing loans on creditworthiness. I am TERRIFIED NOW! I don't know what they will do next to my loan. My interest rate should be 16 % not 24 % if they go according to my creditworthiness.

Company response to consumer: Closed with explanation