Consumer complaint received 2021-07-22
Company: MARINER FINANCE, LLC
State: MD
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Loan payment wasn't credited to your account

Complaint:
It began On XX/XX/XXXX when my online access stopped working. I email In reference to making the monthly payment online and received no response. This continue to happen multiple times until I was able to reach someone in the office by XX/XX/XXXX which I was told their system has costant issues and its best to set up the payments on the phone. Throughout the year of XXXX to present I scheduled payments with the office staff and payments would not be taking out. The date specified. I always have to call back again to have them to put in the payment processing request. 

In XX/XX/XXXX I authorized two payments for the pass due bill in XX/XX/XXXX and another payment on XX/XX/XXXX the payment for XX/XX/XXXX was not taking out. On XXXX XXXX, I received a court notice stating Marnier fiance submitted a motion of judgement. Which I spoke to my loan specialist and made him aware that the payment scheduled did not come out my account and the manager made me aware of his mistake and set a new date for A small portion due. I Request and explanations on why would I be subject to accussal of defaulting the loan. Considering he did not submit the payment request. I was told that since my account did not reflect the pass due being paid and it was scheduled after the end of the month ( XXXX XXXX ) that I would need to signed the stipulation of settlement request form so I can keep my car. On XXXX I sent another email / called because the {$300.00}, schedule was not pending in my accoint. After speaking with the looanspecialist, heconfirmed that the request was put inThis payment was successful.this payment was for XXXX XXXX XXXX. 

Due to the many issue and possible judgement I decided to submit my future payment in the drop box for XX/XX/XXXX payment. I wrote a note on the envelope to call me to confirm that they received it. I gave them multiple calls. This payment was posted on XX/XX/XXXX. I was able to confirm on XX/XX/XXXX. On XXXX XXXX I made my loan specialist aware that I was no longer employed, as of the day, and would like to submit the unemployed insurance I have with my loan. I was told that I would needed to be fully approved by the unemployment office in order for he insurance agency to approve the request. Since I was current on my loan to wait until XXXX to submit the approval letter from the dept of unemployment and the insurance application policy. This way when I am approved for the loan I would be able to get the full amount of my monthly loan ad won't get late fees. 

On XX/XX/XXXX I received a motion to amend judgement from Marinier. I immediately called which I left a message and email my specialist to make him away that I would be contacting my lawyer because my account is current. My specialist called right away an apologize and started that he was not sure why his corporate office submitted this. I requested that it would be dismissed and he states that he would submit this request via email and not to worry. 

On XX/XX/XXXX the I called and left another message. I called to make him aware that I did not receive the approval from the dept. Of unemployment as of today. I called again on XX/XX/XXXX which I made him aware and to ask if he could accept the statement of Eligibility letter which is on the beacon portal. He stated that I would not be able to use this paper work and he would need the approval letter or transaction history to be approved. I asked if there was anything I need to do and I was told to keep following up with him. 

I called on XX/XX/XXXX to make him aware again that I have not received the approval letter and for a update on the dismissal. He started not to worry about that and they would not take my car. He noted the system and I would be fine. I requested that he submitted the dismissal request anyways which he stated he did and still waiting on response. Explained for the 3rs time that his office was understaffed and apologize. 

I received a call on, XXXX from my specialist stating that a payment for XXXX and XX/XX/XXXX needs to be submitted by the end of XX/XX/XXXX or they will take my car. I rebuttal that he didn't tell me that payments would still be due while I wait for my approval letter from unemployment. Reminded him that we were on a conference call with my family member during the initial conversation ; of me requesting to take the unemployment and that he would not accept the statement of eligibility letter from unemployment to submit to the Insurance Company. Also, the motion to amend judgement was not dismissed although I was current and should have not been filed on.

Company response to consumer: Closed with explanation