Consumer complaint received 2018-03-19
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: MN
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
After trying to work directly with One Main, I reached out to the XXXX XXXX XXXX. In the attached zip file is my complaint to the XXXX and One Mains response. I feel this gives a good overview of the situation. Please read those documents first, the below is additional information after a response was received from One Main. 

To address One Mains response to the XXXX : 1 ) In XX/XX/XXXX & XX/XX/XXXX, no one with OM could explain why I had an outstanding balance. Since I did not send a personal check I had to work with customer service at both companies myself to try to find out what happened. In XX/XX/XXXX XXXX did tell me they stopped payment on the {$1200.00} check, said it would take 10-15 business days but they would reissue a check. I called and let XXXX XXXX with OM know about this. After about 10 days I called XXXX back to see if a check was sent yet. I was transferred to a Manager who apologized and said I was given incorrect information, they had already reissued a check in the total payoff amount of {$5100.00} in XX/XX/XXXX, so my loan had been paid off. From there the XXXX Manager offered to have a conference call with XXXX XXXX ( on XX/XX/XXXX ), which we had, I sent a copy of the check to XXXX. From there XXXX said he agreed my loan was paid off and would escalate this to their executive care department. 
2 ) I want to reiterate the time line again. In order to get OM paid off in XX/XX/XXXX I worked with their office for 2 months, confirmed the mailing address several times, called every other week to see if they received the check. I did not have this issue with any other creditor. I received verbal confirmation twice from OM the loan was paid off & received a refund check. In XX/XX/XXXX when OM contacted me for the first time, I spent the majority of XX/XX/XXXX and XX/XX/XXXX trying to find out what happened. After XXXX XXXX escalated this to the executive care department in XX/XX/XXXX, it took them until XX/XX/XXXX to verbally explain what happened. From there I requested a written explanation of fees. The first time I received a semblance of a written fee explanation was in OMs response to the XXXX on XX/XX/XXXX. I dont understand how OM can accept payoff, then contact me 11 months later, immediately report me to the credit agencies and refuse to provide a written explanation of fees. All I would get is a bill with a total amount due and late fee amounts. I asked for a written explanation of fees in XX/XX/XXXX, it took them until XX/XX/XXXX to provide and through the whole process they can continue to degrade my credit. On top of that they can charge me penalties and interest for the year when I was unaware of any issue. I can understand if I was non-responsive but I have OM on speed dial Ive had so many conversations with them about this. Now my time frame before this becomes a serious delinquency on my credit is less than 2 weeks ( the OM rep XXXX notified me of this ). This will impact all my future loan transactions. How is it fair that they can re-open a paid off loan, almost a year later, refuse to give me an explanation of fees and demand I pay an arbitrary amount in their time frame or they will essentially ruin my credit. Through this whole process OM has treated me as if I did something wrong, they gave me short time frames for settlements or charges would continue to incur, when all I was trying to do was resolve this disaster. I was an excellent customer, never a late payment, each month I put additional towards the principal of the loan. Im concerned if I dont get a clear explanation of fees, what will stop them from coming back to me 6 months to a year down the road and telling me that again I owe them additional fees. 


Please help me get a clear explanation of fees and help rectify the credit score I have been trying hard to maintain. I included a zip file with : XXXX complaint, OM response to XXXX, information from the credit agencies showing the OM loan paid off, then re-opened & another showing that OM is my one debt in negative standing. I also included the copy of the {$5100.00} check XXXX sent to OM and the email I sent to XXXX XXXX with this information so he could escalate to the executive care department. 

XXXX ( XXXX ) XXXX XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation