Consumer complaint received 2023-11-22
Company: OneMain Finance Corporation
State: UT
Product: Debt collection
Sub-product: Payday loan debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
Hello The reason for initiating this complaint occurred today, XX/XX/XXXX. 

I received a call from a person named XXXX ( I dont know his last name ). He said he is the branch manager at the branch ( the branch # is XXXX ). 

Some background : I first got my loan I believe was XXXX of XXXX. I made every payment on time up until XX/XX/XXXX. I ran into financial distress due to excessive obligations ( too many loans ). 

In these last few months since XXXX, as I would get collection calls for being behind, I would speak to this same person, XXXX, and Ive spoken to a gentleman named XXXX. I would ask for hardship options, but was told only temporary options such as a deferment was available, where I paid roughly half of my normal loan payment. This option was available through XXXX of XXXX. 

In XXXX of XXXX, the deferment option was no longer available. The only temporary option available was a loan modification for two months. My payment amount was reduced to $ XXXX for two months. I signed up for this in XXXX. Unfortunately I have not been able to keep up with that. 

Which brings me to today, XX/XX/XXXX and my conversation tonight with branch manager XXXX. First off I felt he was very pushy and somewhat rude in how he approached the conversation. I didnt feel any respect or a willingness to have a civil conversation. A phrase he said several times Its not our job to call customers to collect from them, our job is to lend money. To me, this is poor customer service. 

There was one point in this conversation that really pushed me to file this complaint. At one point XXXX asked where are we failing you as a company, and I tried to answer that question. Two ways : 1 ). There is no documenting of conversations. In these last 7 months, as noted Ive had multiple conversations ( each month ) explaining why Im behind, why Im having difficulty making payments etc. This is frustrating. I feel I shouldnt have to explain myself every month. That it would be helpful that someone calling me has reference points of previous conversations. Especially in a conversation like tonight where Im being harassed and I can not point to any documentation of previous calls.

2 ). A longterm hardship option. As mentioned previously, in the last 7 months the only options made available to me were temporary. I did my part, made the necessary payment ( except of course in XXXX when I didnt ), but the relief was only monthly and to keep me current rather than a longterm, affordable hardship that will work to pay off this debt. 

When I detailed these two points to XXXX question, he provided no constructive thoughts or answers, but continued to harass me on why I hadnt made a payment since XXXX and that I have to make a payment by the end of XXXX. Comments such as this are not constructive, they are rude and unprofessional, especially to a customer that made on time payments for over 3 years. I became upset and told him I felt he was rude, and I didnt want to speak to him again. My apologies for losing my cool.

Company response to consumer: Closed with explanation