Consumer complaint received 2019-06-17
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: MI
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Was approved for a loan, but didn't receive money

Complaint:
This is actually me having to re-open this complaint since One Main took over a month and still did not address my issues. My previous complaint consisted of : How can an already established customer who always make on-time payments for over a year, start off being approved by the lender up until you actually meet with their representative? This is how ... I contacted them to apply for a loan for an emergency and they told me approximately 24 hours later that I was approved as long as I bring in pretty much the same documents I was required to bring in the last loan I received through them. I brought in the documents and the minute she approached me ( the XXXX  XXXX ) I immediately assumed she must've been having a bad day since her attitude, demeanor, and commentary was nothing like what I had experienced while speaking with her on the phone. I attempted to cheer her up by being complimenting but her attitude just continued to get worse. Then she started asking me for whatever documents she can come up with ( e.g, birth certificates, credit card & bank statements ) that had nothing to do with the list of requirements she expressed to me over the phone or nothing similar to the list of documents that I had to bring to them my last closing. It was then that I realized that she was attempting to figure out a way to turn me away for no other reason but my appearance since her attitude was nothing of the sort over the phone. My first loan officer was thorough, friendly, and willing to answer all questions since it was my first loan ever. This different/new One Main rep told me she no longer needed the documents and will get back to me the next morning. The next day she called to informed me that even though I had once been approved they decided to deny me and they will send me a letter with an explanation and she was rude enough to hang right up on me. Weeks later they sent me a letter stating only that I was denied and I would have to make a request in writing if I wanted to know the specific reason for their decision. Over a month later they sent me another letter saying that an application that I had never been given was incomplete. I had done everything I was expected to do, I maintained a great credit history with ONe Main with their extremely high interest rates, I brought in all documents required which included the same employer from the first loan, I even showed up to my appointment when asked and I still got mistreated and told anything. I am attaching both correspondences I received back from One Main regarding this loan.

-concluded- Since this complaint over a month later One Main finally responds back alleging that, even though I exercised my right and had requested from them in writing the reason for their decision of denying me, my verification of income indicated fraud. Yet, their reason given upon request ( still attached ) said " incomplete application ''. They did not even take the time to verify the authenticity of my income as they did with my prior loan approval with them they just jumped to the conclusion that it resembled fraud, yet their false accusations does not explain why their representative from the beginning before exchanging any documents, was so rude and negative towards me the moment she saw me. It also does not explain why this representative acted as if she had requested me to bring in documents that I did not bring or why I would suddenly need my birth certificate, credit card & bank statements. How does a format constitutes me suddenly needing to conjure up never mentioned before documents. Just because the exact same employer that was already verified during my first One Main loan that was approved decides to use a format that resembles with what you label as fraud does not change not a single fact. The verification of income could have easily been verified besides just looking at the XXXX of ones skin or a format on paper just like the previous representative managed to verify my income through my exact same employer. The fact is still evident by their own admittance that my rights was violated since I do reserve the right to know why I was denied upon request, and One Main denied me that right. 
One Main also claimed to be " committed '' to being non-discriminatory, yet, instead of recognizing that one obviously slipped through the cracks and attempting to repair it they decide to use defense tactics and point the finger since I am just one person and they are a whole company that still managed to take over a month to come up with a reply that still violates my rights.

Company response to consumer: Closed with explanation