Consumer complaint received 2019-09-17
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 am a XXXX XXXX and they are using it to take advantage for the bottom line. On XX/XX/19, I made a payment in the amount XXXX and again on XX/XX/19 in the amount {$200.00}. Although the payment was made on XX/XX/19, One Main decided to reverse the payment stating my credit union could not find the account. One Main stated they had the same account file that deleted several months prior to this payment. Why was it still listed? Due The account had XXXX and should have cleared with no problem. I entered XXXX in the system to process but their system changed to the account number they had on file that created an issue. On XX/XX/19, I called the Branch and was told they could not talk to me because I filed a complaint. XXXX ( Branch ) told me she could not provide any information on my account so I asked to speak with XXXX ( Manager ). XXXX stated he was in the office with another customer. Out of curiousity I called back and XXXX answered the phone and he told anytime customer files a complaint on them they can not speak to any longer. I called the Executive Office and spoke with XXXX ( POC ) where she told my account had been flagged for the Branch not to talk to me. How am I do get information on my account to resolve the payment issue? The information would have allowed me not use the account for payment or see if there was something else going on. Executive penailzes the customer if they challenges any decision they make. I feel that the issue with the payment was cause my account to become past due so they could repo my vehicles. This is how the District Manager, Manager and now the executive office exceed their bottom line is to repo and sell the customer vehicles. I am very uncomfortable with this company tactics. As soon as I completed a call with the Executive Office ( XXXX ), she entered an updated which shows how unethical they are. It doesn't matter how it affects the customer as long as they're not caught. This is really scary!!! If they are dong this to me, they're definitely doing to other customers. They may not know they can contact CFPB for assistance. I have a list of customers that are willing to contact you now with the same issue. Therefore, I provided your website and they are afraid One Main will repo their cars. Some of the customer couldn't afford the loans and One Main new it but add their vehicles.

I've attached a statement that reflect how One Main works. I could not upload to the system so added the information below : This is how the District Manager is handling customer loan and repo the vehicles. 

Repossession are not supposed to be submitted until customer are 31 days past due. Once they are submitted for repossession the branch employees nor managers can not call the customer for a payment. There is a repossession department that calls the account. He would sometimes have branch managers and or himself call after the repossession was submitted. 

When applying for a loan you had the option to get a secured or unsecured loan. Some only qualified for secured only. He would encourage us to pick up collateral on a loan no matter what. He would encourage us to not give the customer the option to get a unsecured loan. 
This is from my Branch District Manager : Extremely light day on the lending side with back days of just 1 XXXX XXXX. It will allow them to start cranking out some XXXX XXXX/secured business! 
Although the Underwriter approves a customer for an unsecured loan this Branch Manager have the employees tell the customer One Main needs collateral for the money they loan. 
I have several documented instances of this secured District Manager Decision vs unsecured ( Underwriter Decision ) loans. I would be happy to provide once One Main is investigated for pushing loans customers are approved for or should have the loan.

Company response to consumer: Closed with explanation