Consumer complaint received 2019-08-28
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: IL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I have had loans with this organization for 10 years. Due to messy tenant situation, eviction, and legal fees, I fell behind for the first time ever. With the help of their team and customer service, we arranged a hardship that went into effect in XX/XX/XXXX for 1 year to help me out with reduced payments. The payment option I chose was every other week at a fixed amount, reduced from the contract terms. In XX/XX/XXXX, I called to see how much longer I had the hardship because I noticed I had an offer to get more money and was surprised since I was on a hardship. I was told it was effective until XX/XX/XXXX so it  was better to not get a new loan at this time. On XX/XX/XXXX, I receive mail from thier collection department that I was behind and to call. I immediately called because I knew the payments were automatically debited and I always had ample funds in my account. I spoke to a Collection Rep who informed me that the last payment was in XX/XX/XXXX, but then stopped. After her research, she said it was stopped because when the representative at One Main set up the hardship in XX/XX/XXXX, she could only set it up for 12 physical payments, so it had to be set up for the rest in XX/XX/XXXX. Clearly, this is an internal glitch or programming issue that I was not made aware of. The rep said she believes someone was supposed to go in and add the next 12 in XX/XX/XXXX, but could not confirm if that person forgot or expected me to call when I noticed it was late. Clearly, this is unacceptable because no one told me that in XX/XX/XXXX AND if I knew that, I would have done the monthly payments instead of the twice a month to avoid this problem. I then proceeded to ask the Collection Rep why no one has called me and a letter was sent instead. She indicated that someone told them to stop calling and take the number off file. I asked who, because it was not me. I have always spoke to One Main when I experienced hardship because I was always satisfied with thier service and assistance. She did some digging and said that a female answered and told One Main to stop calling. I told her that I am the only one on the loan. She pulled up the notes and then said that they had called my wife 's number to reach me ( I set her up as a reference, but not an authorized representative ). My wife told them to not call because it was her cell phone and she is at work. I then asked the Collection Rep if my wife requested to stop calling HER number, why isn't anyone calling me. She added that when the One Main representative spoke to my wife, she must have accidentally placed a " do not call '' on all numbers. This is very worrisome because my wife has no authority to remove my number or make changes to my loan. She is not a signer or authorized user. The Collection Rep said that I am now over 45 days late and I verified they are reporting this late on my credit, which is negligent and at the fault of poor service when the hardship was set up and by the phone representative that spoke to my wife in XX/XX/XXXX. In addition, when I called to see how much longer on the hardship in XX/XX/XXXX or XX/XX/XXXX,  why didnt the representative tell me there was no more payments scheduled or that it was late? I have no control on how the payments are set up on their internal system and I am being held accountable for that. Now, I have lost the hardship because I broke the agreement and I took a hit on my credit. I was told that I can make the last payment and re-apply for a hardship but feel victimized. The worst part is that I am in the middle of a background check for a job ( in the finance industry ) and I have a current late on my credit.

Company response to consumer: Closed with explanation