Consumer complaint received 2018-03-14
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: AL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
I received bad customer service and was threatened and attacked by Branch Manager XXXX XXXX. OnXX/XX/XXXX at approximately XXXX XXXX, I initially spoke with one of the Customer Service Representatives in reference to my Personal Loan account. She could not assist me with all of the questions I was asking and gave the phone to the Branch Manager, XXXX XXXX. I proceeded to speak with him to get a better understanding of my account location, as of to why my account was at his location and to get clarity on why I have extended payments for another almost 4 years. XXXX began to explain to me that my prior office closed and my account was closest to his office location and was assigned to his branch. He then began to review my account to give me feedback and began to tell me that, my problem is not my account, the problem is me making payments. At this point, I was utterly shocked at a manager stating this to me. I then begin to ask him to send me a copy of the loan agreement that I signed and he instantly was huffing and puffing in frustration. I began to ask him a question and he states to me that " if you give me time and stop interrupting me, I can get you the information ''. He began defamation of character with his rude remarks. I became very upset and asked him who in the XXXX do he think he is and that he does not know me. He immediately hung up the phone on me. I call the branch back and asked him for his Regional Manager 's name and number, and he gave me the name " XXXX XXXX '', who he states that is at the XXXX, AL location. I asked him if that's how their business is structured with a Regional Manager being local? His remark back to me was, I tell you what, if you don't pay, I'm calling my attorney so you will pay. Then I asked for her number and he refused to give it me and instead, but insisted on giving me the Corporate number and said you didn't know. That's how this works, you get the corporate customer service number. I call the number he provided and received a representative by the name XXXX. I told her that I wanted to file a complaint about a Branch Manager XXXX XXXX and to request to have my account moved from this location and to move the XXXX XXXX in XXXX, AL location, and to also see about my account being extended with payments for another almost 4 years. I explained to her the original term of the loan was for 60 months and that this year will make 5 years. XXXX stated that the investigation would take 3 to 5 business days. This time went by and received a call back from  that basically, she did not apologize for her Branch Manager 's  behavior, and that he would be corrected. Secondly, she stated that I would receive a copy of my loan documents that I signed that I refinanced, and she also stated that I do in fact have almost 4 years left on the loan and that I could make more than the payment amount to get the loan paid off faster. As for my request to have my loan moved from that branch location, she stated that I could call that Branch about my account and just speak with someone else and that she could not put in a request for my loan to be moved from that location until my payments were current, and at this point, there was not a guarantee that my account would be moved. 

I have been paying on this installment loan since XXXX. This year will be 5 years. I have a very high interest tact on to this loan for 34.99 %, for a {$6000.00} loan. Essentially, this company is stating that I have another XXXX XXXX years to complete the loan for a refinanced amount of {$4600.00}. This was not my intentions to refinance or extend the life of the loan, I simply wanted to lower the payments because it is getting to a point that I can not afford the payments.

Company response to consumer: Closed with explanation