Consumer complaint received 2018-08-16
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: PA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Struggling to pay your loan

Complaint:
I have a personal loan through One Main Financial in XXXX, PA. When the loan was taken out, a certain amount was determined to pay back each month. This amount worked for quite a while. At the time the loan was taken out, we were told by the person finalizing the paperwork for the loan that should anything change that we are unable to afford the payment, let them know and they will work with us and help get it where we can afford to pay it back. The loan is with myself and a friend of mine. His car is collateral. At the time the loan was taken out there was a special insurance plan that was taken out that you could get 1/2 off hotels, free towing, legal help and a whole lot of other stuff. We took it out. We were going on vacation 6 weeks after the loan was taken out and this sounded like it would help with hotels and financially. Before we left, the cards had not been received by us. We called the lady that finalized the loan and she said that to go ahead and call about getting the discount rates from the XXXX number provided on the application and if they couldn't give us the rate, make sure we have a copy of the rate showing that we indeed did pay for it and then submit it and they will reimburse what is due. 

I called the number to get the discounted rates and the gentleman that answered said that he could see by looking up our names that we were indeed covered, however, without a card, they could not honor the rate reduction. 

Upon returning home, I called the company and explained the situation. They said that they will not refund any money as we did not have the card in time and it is our loss. Furthermore, he explained to me that why would this lady assume that she can tell what our company will do. This company is not associated with their company and they have no right telling you that it will be refunded. They can refund the 1/2 if they want to but our company will not refund it. 

I called the person at One Main and explained what the company that supplies the services had said to me. She informed me that it wasn't her problem as she could not be held responsible for the company taking that long to issue the card. There was nothing she could do. I then called the company back and thank XXXX that I called when I did. In order to get a full refund of this insurance thing it had to be done within 2 days. Needless to say, it was cancelled and we did receive the refund in its entirety. Once again, a total lie from this company. 
XXXX However, within the last 6 months, the income in my household has changed significantly. I live with my son and his girlfriend, whom a wedding was set up for but has since fell apart, has moved out of the house. Therefore we have lost an entire income from the household and I have subsequently had to pick up more bills than I was paying when the loan was taken out. 

I was told by the person that finalized the paperwork and she said that the manager would contact me regarding helping us with the payments so that the car would not be repo 'd. 3 months later I had not heard a word except nasty, rude, ignorant calls telling  me that the account is in arrears and needs paid immediately. I explained the situation and the lady informed me it is " Not my problem, it is your problem ''. I told her that she was downright rude and very inconsiderate. Obviously she had never experienced a hardship in her life, must be nice. 

I called the corporate office and spoke with a very nice lady who talked to me about the problem and then she transferred me to the XXXX Office. They said that they would see what they could do. The lady from corporate called me back after the conversation with the local office and asked what I thought of the situation that they would try to help with. I informed her that it would be great if they truly followed through with it. Furthermore, she informed me that she would take care of the situation with the rude and ignorant staff and manager. 

As of this date, they are even more ignorant and ruder than before. 

Many phone calls have been made back and forth between the local branch. It has been explained many times that our income has not changed but the income of where I reside has drastically changed. They submitted some paperwork to have the payments lowered and it was okayed for I believe it was 3-6 months at a lower payment. Since then, they have tried again and it was denied. 

Not only has my financial responsibilities changed but also my health. I have had 6 XXXX since XXXX, 2017 and I can prove these XXXX with documentation if needed. I still have to have 3 more XXXX as of right now. Therefore my medical expenses have increased as well as my living expenses. 

Every time they submit for the lower payments, they say that it was declined due to no change in INCOME. This is true. We have told them this is not the problem. It is the living expenses for me since one entire income is no longer in the household to pay some of the living expenses. 

I have never dealt with a company as rude as One Main is. In fact, I looked up One Main again yesterday to get the corporate headquarters number again to see if they  could help my friend and I out. When I looked it up, I noticed reviews. I started reading them. Much to my surprise, this company must have the worst reviews I have ever seen. In fact, one of them mentioned to file a complaint with this group, as I am currently doing. 

I have had people in the area tell me that they would not recommend One Main because they shaft the heck out of their clients. I went in to check it out, and they were the nicest people that I had ever met. Bent over backwards to help us get the loan. Boy was I deceived. 

A partial payment was made a couple days ago and they said that it was not enough. Excuse me a partial payment is better than none. I mean if they are going to refuse a payment, I have heard that the debt can be paid in full due to declining a payment. 

I am so stressed, my friend is stressed as he can not afford to lose his car. If we would have known there would be a loss of an entire income in my household, this loan would never have been taken out. An for that lady that told me that it was not her problem it was mine, and why did we take the loan out if we knew we could not afford the payments. That is just plain ignorant. Obviously it was a circumstance that happened that was not known at the time the loan was taken out. 

I am so disappointed in this company. I have told everyone I know if they need a loan absolutely do not go to One Main. They are very rude to their clients. I am surprised the place is still in business with the attitudes of their employees. 

At this point, I have no idea what I can do or where to turn. I have asked multiple times from the XXXX numbers as well as the branch office for help. I get absolutely nowhere. It seems as if they do not even try to help, which is deceiving as we were told that they would help us if any problem that they payments could not be afforded in order to not lose the car. 

I am sorry that I have ranted and raved to whomever gets this letter, but I feel we have been unjustly treated and lied to on multiple occasions with this specific branch. I also see that MANY other complaints have been filed under reviews of this company with the same complaints. 

How can a company be operating with misinformation like that? 

I would like to Thank You for your time in this matter.

Company response to consumer: Closed with explanation