Consumer complaint received 2016-01-16
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: PA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Shopping for a loan or lease

Complaint:
I attempted at to generate a personal loan through One Main Financial. XXXX from the Washington, PA office called me at the end of XXXX. I was told that they are now offering to do an auto refinance and take a personal loan out with a refinance. I have had some credit issues and I was taking out the personal loan to get caught up with some bills and expenses. I was told that if I made XXXX payments to my mortgage company they could get the loan done, that they had talked to underwriting and a manager and pushed it through. She asked me if I could make the payments to my mortgage company then, which I could not and I said I could make them later in XXXX and she said ok that 's fine and that the loan would just stay in pending. I then got a letter from One Main saying that my loan application was still there and they were waiting on additional information, which would have been the proof that I made the XXXX payments. So on Tuesday XXXX, I called One Main and I asked them just to confirm, " As long as I make these XXXX payments they will they will get this loan done. '' I said I have late charges on my mortgage too and they told me no that I just needed to pay the XXXX regular mortgage payments. On Wednesday, XXXX I called my mortgage company to make the payments. Thursday, XXXX morning I sent them a screen shot from my XXXX, showing that I had made the payments and I had also called them at about XXXX when they opened, at about XXXX I called them back and they stated they were working on another application but that she would get back to me. By XXXX I still had never heard from her and I called her back again and at that point she told me she was doing everything she could to push this loan through, and I said that I did n't understand because she had told me all I needed to do was make these XXXX payments. I then said, " Well what 's the problem? " XXXX stated that they told her its because I had late charges still due. I said that does n't make sense. She agreed and said, " I know, I do n't know what the problem is because you made your XXXX regular mortgage payments. '' I than emailed them proof stating that my loan was just due for XXXX XXXX, 2016 which was what XXXX told me it needed to be due for ( I was XXXX payments behind, they wanted me to make it due for the current month to approve the loan - as XXXX explained ). I never heard back from XXXX or XXXX the Manager in Washington. I called back again and spoke with the Washington Manager XXXX, he said that he was going to talk to his District or General Manager about it and get back to me and never did. I called on Friday, XXXX early in the morning because I did n't hear back from XXXX. He insisted that he did call me back and I have no missed calls and none in my call log at all. I also verified through XXXX that I did not have any incoming calls from One Main the evening of XXXX and have proof of this. XXXX stated that he had talked to XXXX and she said she never told me she would get the loan approved. I stated XXXX is not telling the truth and he could n't even tell the truth about calling me back. I asked him if he felt his business had INTEGRITY. He said it did. They lie - that 's not a definition of integrity. I asked XXXX if he could call me and leave a voicemail on my cell phone with his bosses contact information ( I was driving and could n't write it down or put it in my phone ). He said he could n't do that due to state regulations. I asked him what this specific regulation was as I 've never heard of anything like that. He then stated it was internal policy. Again, lies. My issues are that they set up terms for me to obtain this loan and they told me that it would be obtained if I made XXXX mortgage payments. There was a clear verbal agreement where both parties had a mutual understand of what needed to be done. There was no misunderstanding it

Company response to consumer: Closed with non-monetary relief