Consumer complaint received 2016-05-23
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: GA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Taking out the loan or lease

Complaint:
On XXXX XXXX, XXXX, I applied and was approved for a personal loan with OneMain Financial for {$4500.00}. About five months later, I started receiving offers due to my relationship and payment history to increase my loan amount up to an addtl {$3500.00}. In XXXX XXXX, I decided to increase my loan. I spoke with XXXX XXXX she told me she was on another call and she would call me back. I waited 3 days never received a return phone call. So I called back again. XXXX then took my app and informed me that she would need certain documents from me. She needed copies of my student loan payments, and a collection account ( which is now deleted ) So I faxed requested documents. After receiving no phone calls, I got to work the next day and again called to the branch and spoke with XXXX XXXX. I asked her if she could confirm that my fax was received. She had spoken with XXXX and no fax was received. But however XXXX told her to let me know that the loan is being rejected. I asked her why. She told me that my student loan debt to income was too high. I informed her that my student loan payments are {$0.00} and that I am on the Federal income-based repayment option. This is the same repayment plan I was on when I first was approved for the loan with OneMain Financial in XXXX. I also told her that the individual that did my loan last year needed to verify my student loan payments separately. He was saying there would be no way I could afford the student loan payments that he was showing. I told her that I have had my student loans since XXXX and nothing has changed so I was concerned. XXXX told me she would speak with XXXX and they will call me back after reviewing some things. Again no calls, I called the OneMain Financial call center and asked if the status of my application could be verified. The rep told me that the loan was rejected but it did n't show why. I, then requested to have my current loan serviced by a different branch. I was given the XXXX branch phone number and I spoke with XXXX XXXX. I explained the whole situation to her. She pulled my file and said that it looked like my local branch may have done some wrong calculations. She also let me know to transfer my current loan, I would have to get approval from my current Branch Manager. After placing me on hold and speaking with my current branch, she asked if could call my local branch back at XXXX to give them time to recalculate it. When I called for an update at XXXX, I was told by XXXX XXXX this is what is being reported to XXXX and if I have a problem with it, I would need to dispute it with XXXX . I told her that I have credit monitoring so I have access to my reports and can see the amounts that are being reported so I ca n't dispute correct information. I told her that the fax that I sent showed my student loan payments and cycle. She informed me that they threw away the documents that I sent over. I asked, was that standard practice and she said yes. I then thanked her for her time, hung up and called my student loan servicer to get clarification on what was being reported to the Credit Bureaus. The agent told me, my payments are {$0.00}. I asked the agent would he mind being on a conference call with OneMain Financial. He said that 's fine. I conferenced the call and he confirmed my payments he also said he could send them a statement with my permission XXXX XXXX then got on the phone said she was the District Mgr we are not going to continue the runaround. And if she was to offer me any addl funds it would be for {$730.00} a month for the next 12 months. she said but she wo n't even approve that because she knows that I ca n't afford it. My loan is being rejected any income-based loans payment on an app is unacceptable. She told me that I would receive a letter and that 's her final decision regarding my loan.

Company response to consumer: Closed with explanation