Consumer complaint received 2020-02-12
Company: ONEMAIN FINANCE CORPORATION
State: MS
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
Ive, as an authorized 3rd party to the borrower, tried for 6 months or longer to get access to my online account to view my account history as I disputed the amount lender said I owed. To this date, I still dont have access. I talked with many reps but this one in customer care was far more than rude and didnt know her job or information to present to me correctly. She asked me to sign into a computer instead of on my mobile device. I did this but told her Ive already tried this but still got the same error. She said she was a different agent and just do what she said. I did, I still got same error. She was rude in continuing to ask me what error do I have, what am I doing or where am I at. All the time I was trying to sign into my email then my account. I told her the error and she said she cant help me unless I tell her the error Im getting. I told her at the time she asked, I didnt have an error message but as soon as I did, I let her know. She said well you didnt tell me the error. She was very rude and arrogant. She was pushy, overbearing and Ive never felt so mistreated. She then said she couldnt speak to me about this account because Im not the borrower and asked to speak with my husband ( the borrower ). He spoke to her as we were on speaker phone. She proceeded to bash me to my husband by saying I was getting upset of which I was because of her evil treatment toward me, and I spoke up and told her to proceed. She wouldnt or couldnt ( due to lack of knowledge ) and insisted on bashing me. My husband doesnt know much about computers or online access so I was trying to assist fun with his approval. Lender has discussed his account with me in detail throughout the duration of this loan but all of a sudden she cant discuss an online access problem because Im not the borrower? This seems sketchy to me! I followed the steps she instructed & still got the same error as Ive gotten the last 6 months or longer. Ive also been told we never signed up for online access but Rep informed me we did and she was going to delete that account access and asked me to set up a different one with different email address associated with the loan account. I did this & still got the same error.  Instead of assisting me, she put me on hold for several minutes so I hung up and called right back but got a recording saying they were closed. I called another number and spoke with a very nice lady who mentioned she didnt know why XXXX told me she couldnt discuss the account because Im not the borrower. She saw where Im an authorized 3rd party. She took my complaint as well as gave me XXXX supervisors name. For some unknown reason Lender doesnt want us to have online access to our account history. In the past we have done ONE month deferments because we paid every 2 weeks instead of once a month at the beginning of this loan. So, if we signed for 1 month deferment thats what it was ONE MONTH of skipping a payment. In XXXX, we were offered a TWO Month deferment and assumed we would skip TWO MONTHS worth of payments. Nope, they tried to repo my vehicle and threatened me like I was a convict undeserving of assistance in a respectful, humanly manner! I cant get anywhere with this company! Ive had maybe 2-3 very nice reps but the majority are very rude, arrogant who talk down to customers leaving them feeling helpless, hopeless & not worthy of their time or assistance. I complained to XXXX  and Lender sent all of my Loan docs which contains all my personal information to complete strangers ( XXXX ) without my consent but this one rep claims she cant discuss with me with my husband ( the borrower ) present on speaker phone. I feel my privacy has been violated, bullied & shamed for no reason. Will someone please help me resolve these many issues so I may sign into my account online and make my payments & view my account history? Thats all Ive been asking and I cant seem to achieve my requests. Im frustrated, mad & feel Lender has me in a corner of which I cant seem to escape. Thank you in advance for your assistance on this matter.

Company response to consumer: Closed with explanation