Consumer complaint received 2019-05-29
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: NE
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
We previously had a vehicle financed and a second refinanced through OneMain Financial when it was under different ownership, and paid off the most recent loan last year. We dealt with the XXXX XXXX office which was a pleasant experience other than driving 110 miles each way for the closing each time. 

Beginning last month when we first we began applying for a vehicle loan through OneMain Financial, our experience has been one of total frustration! After no response from the XXXX #, I called the XXXX XXXX, NE office and left a message. I eventually called the XXXX XXXX XXXX number again on XX/XX/XXXX and reached XXXX who took a great deal of information for an application, including bank SSN, income, utilities, vehicles currently owned, etc. and quoted an approved loan of {$18000.00} at 21.02 %. I told him we would think about it and let him know. 

On XX/XX/XXXX, I called OneMain XXXX XXXX at XXXX XXXX XXXX and spoke with XXXX who could not find any record in the system of the application from XXXX on XX/XX/XXXX. I then called the XXXX number and reached XXXX, who needed the same information all over again and quoted an approved secure loan of {$18000.00} for 60 months at {$510.00} per month or an unsecured loan of {$13000.00} at {$360.00} per month for 60 months. I verified with XXXX that we could use the intendedXX/XX/XXXX vehicle as collateral and concluded the conversation at XXXX XXXX. 

I immediatelly called XXXX at the XXXX XXXX office and she confirmed that the XXXX XXXX office could do the loan or I could complete on-line, just call XXXX XXXX XXXX instead of the XXXX number and give them Branch XXXX. 

Not hearing anything further, I called the XXXX number on XX/XX/XXXX and spoke with XXXX who took all the same application information again and went over documents that would be needed after review from underwriting. He explained that I should receive a call tomorrow with the results from underwriting. XXXX was far more detailed and courteous than anyone else I had spoken with at either the XXXX or XXXX numbers. XXXX is to be commended for his attitude and actions! 

When I did not hear back from OneMain and having an additional question for XXXX, I called the XXXX number on XX/XX/XXXX at XXXX XXXX and spoke with XXXX who immediately said XXXX was not in today, so I left a message for him to call me. I called the XXXX number again at XXXX XXXX and spoke with XXXX, who said she had no idea if XXXX was in today since she was in the Indiana branch and he was in the Arizona branch. Then at XXXX XXXX, I received an email from OneMain saying that I needed to log in and submit additional forms to complete my application and then to call the XXXX  number. 

Hearing nothing further, I called the XXXX  number on XX/XX/XXXX at XXXX XXXX and got to a recording that said the loan had been denied ; still not having been able to ask my additional question, I went through the prompts again and spoke with XXXX, who said that XXXX was not in today, try tomorrow. Thus, I called the XXXX number again on XX/XX/XXXX at XXXX XXXX and spoke with XXXX who said he would leave a message for XXXX to call me. 

Today, I again called the XXXX  number at XXXX XXXX and spoke with XXXX XXXX, who claimed that my application had processed out and no one could pull it up. I explained that I had not yet been able to ask my question and asked for his supervisor. After being on hold for six minutes, he transferred me to XXXX in the Customer Care Office instead of his supervisor. XXXX wanted my full Social Security number instead of just the last four ; I again asked for a supervisor. After two minutes, she transferred me to XXXX who again wanted my SSN and date of birth. I told her that I had not received a call back from anyone at OneMain in a week, much less XXXX for whom I had left numerous messages with other people. She said XXXX was not in ( OneMains standard answer ) and started to explain call center operations. I told her I knew call center operations, I was a XXXX XXXX XXXX for 6.5 years, XXXX XXXX XXXX for 4 years, XXXX XXXX XXXX XXXX/XXXX for 2 years, XXXX   XXXX XXXX XXXX XXXX XXXX/XXXX for 2.5 years, prior to XXXX XXXX for XXXX XXXX XXXX and XXXX. Even in the early XXXX we could look online to see someones schedule and tell when they would be in and could leave a message for them. If they were going to be out for an extended time, such as vacation or illness, we could certainly offer the customer the choice of leaving a message or helping them. Evidently, OneMains call centers lack this now antiquated technology, which has grown significantly more sophisticated! When I asked for her supervisor, she offered to have someone call me back ; I told her that was unacceptable and I wanted her supervisor and the name and address of OneMains CEO. After being on hold for six minutes, I was connected with XXXX XXXX. In spite of multiple requests, she continued to refuse to provide the name and address of the CEO. I explained how OneMains service has clearly deteriorated and the call center service is a total disgrace. She said that I could go back to the XXXX XXXX office ; I told her that I was told I needed to go online since I am more than 50 miles from XXXX XXXX. She then claimed that XXXX XXXX was 99.36 miles away. I told her that might be the XXXX mileage, but actual mileage was at least 105 miles each way. After multiple additional requests for the CEOs name and address and the federal agency that regulates OneMain, she checked with someone else and continue to refuse to provide the information. Suddenly, I was speaking with a XXXX XXXX, who after a now total of 8 requests for the CEO, gave me the name XXXX XXXX, but continued to refuse to provide his address. Instead, he eventually gave me the address of the Compliance office in XXXX. When I again asked for the federal regulatory agency, he said OneMain was not a bank and was regulated by another entity and started give a list of unrelated names. After 5 requests, XXXX finally admitted that OneMain is regulated by the Consumer Financial Protection Bureau. XXXX eventually hung up on my after saying thank you at XXXX XXXX. 

After hanging up, I was able to find an XXXX, California address and that OneMains headquarters address is in XXXX, IN. 

Please correct the absurd total lack of service being provided by OneMains call centers. Please update your technology so representatives can see the schedule of the person a customer is working with and the ability to leave that person a message. Each representative needs a personal number which a customer can use to reach the representative they are working with and avoid the current run around and false excuses. This technology has been available for multiple decades. Please provide me in writing the date by when OneMains call centers multiple deficiencies will be corrected and will start providing customer service.

Company response to consumer: Closed with explanation