Consumer complaint received 2023-10-02
Company: OneMain Finance Corporation
State: NY
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
On XX/XX/2023 I was pre-approved for a loan and I submitted the documents requested on the same day XX/XX/2023. On XX/XX/2023 I received an email to submit additional documents and I submitted the additional documents on the same day XX/XX/2023. On XX/XX/2023 another additional document was required and I submitted it her same day on XX/XX/2023. On XX/XX/2023 after submitting all of my documents and being reviewed the Loan Consultant, XXXX gave me a call and told me I was approved and I will receive my loan on XX/XX/2023 after signing the loan offer with her on the phone. She had me share my screen and guide me through the final steps to sign the loan but for some reason at some point after clicking verify with my phone number that I didnt have on my account at the time she told me she couldnt verify me and I will have to come in the office which is located on XXXX XXXX XXXX # XXXX, XXXX XXXX XXXX NY XXXX. I informed XXXX I will come because she advised me if I dont come my application will be close on XX/XX/2023 ( which is less than the 25 day period ). The reason for coming into the office is because when I clicked on verify with phone number I didnt have a phone number on file but it gave me another option which was to answer my or some security questions which I never got to answer because once I clicked on security question it brought me back to the main page and thats when XXXX XXXX me we can not verify you online/phone ( awkward ). Furthermore, I asked to speak to her branch manager whos name is XXXX and she asked me why. When I finally got to speak to XXXX he told me the same thing, that I will have to come into the office not taking into consideration the distance and my Job. Moving forward, I asked XXXX if there is a customer service number because I believed it wasnt fair to have to travel far to sign a paper and have my application close before the 25 day period if I didnt make it on the only day the offered me to come in office. XXXX ( the branch manager of XXXX XXXX ) gave me a customer service number which happened to be XXXX and when spoke to central they informed me they can transfer the loan from the branch to central so I wont have to come into the office. I told them thats a great but then the representative informed me he will call the branch and inform them but then had me on hold for more than XXXX mins and eventually dropping the call. I called back the same moment the call dropped and had another representative assist me in which she was able to assist further. The representative informed me she is not sure why the branch mislead me to thinking I had to come in the office when they couldve asked the security questions over the phone. The representative also informed me they mislead me to think my application will close on XX/XX/2023 if I didnt show up to the appointment because I had a couple more days after which wouldve completed the 25 days. Moving forward, the representative asked me the security questions which were extremely easy and told me I do not have to show up to the appointment which was scheduled for XX/XX/2023 at XXXX and she will send me a text message to confirm everything we went over. I never received that message. The representative from central informed me that since all my documents were submitted and I was approved I was good to go because all I needed to do was to verify and sign the loan. The security questions she asked were extremely easy and no way for me to fail this verification process. On XX/XX/2023 since I did not receive a text message with an update I called before my scheduled appointment time to see the update and another representative who answered informed me my application was closed. I was confused. The representative did not tell me why so I insisted to speak to a supervisor from Central in which she took my complaint but when I asked her to review what we went over the Supervisor told me all she wrote on the complaint was I was unsatisfied with the services not taking into consideration about everything I said and am writing on this complaint. The complaint number she gave me is # XXXX. I have no idea how the process went from me being approved and supposedly getting the load on XX/XX/2023, to having to come into the office, to finding out I can verify with central and then to having my application closed in less than 25 days. Once again the security questions the Central representative asked were not outside of this world or anything I wasnt able to answer. I remember all the security questions she asked. The supervisors name at central was XXXX. Please keep in mind, I already have a loan with this company that I took out a couple months ago, this is why all of this is confusing as well.

Company response to consumer: Closed with explanation