Consumer complaint received 2024-06-29
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: OneMain Finance Corporation (TX)

Subject : Complaint Against OneMain Financial for Unethical Practices & SLA Breach Acct # : XXXX To Whom It May Concern, I am writing to file a formal complaint against OneMain Financial regarding their unethical practices, breach of service agreement, and failure to provide promised financial hardship assistance. 

As a recent victim of the nationally declared disaster ( XXXX ), I was granted a Special Arrangement Financial Hardship Assistance for my monthly minimum payment dues on my BrightWay Card. I was under the impression that I would be granted a courtesy waiver of these payments until I had recovered from the disaster. 

# # # Summary of Events : 1. **Special Arrangement and Payment : ** - On XX/XX/24, during a phone call at XXXXXXXX XXXX, I was promised by OneMain Financial Phone Support , with Executive Backoffice Approval, that my monthly minimum payments would be waived until I had recovered from the disaster. 
- On XX/XX/24, I submitted a one-time payment of the usual minimum monthly amount of {$25.00} to show my willingness to make affordable payments despite still being in financial hardship. 

2. **Miscommunication and Unresolved Issues : ** - On XX/XX/24, I received an email notice with the subject : " XXXX, A payment was due yesterday, '' and an SMS text stating : " OneMain : Looks like you forgot to make a payment yesterday. Make a payment by XXXX EST and you won't be charged a late fee. '' - Following this, I contacted OneMain using all available methods and was directed to the support center at XXXX. 
- The phone support representative informed me that OneMain does not provide Financial Hardship Assistance options, contradicting the promises made in the phone call on XX/XX/24. I have access to full phone call recordings for all referenced calls, which I am prepared to provide for review. 

# # # Main Issues : 1. **Unethical Practices : ** OneMain Financial failed to honor the promises made regarding financial hardship assistance, causing significant stress and financial strain. 
2. **Breach of Service Agreement : ** The agreement to waive my minimum payments until recovery from the disaster was breached, with false recording of a missed payment. 
3. **Failure to Assist : ** Despite providing adequate documentation and following up promptly, OneMain Financial did not offer any fair compromise or resolution, instead shutting down my valid claims and statements. 

# # # Required Resolutions : 1. Immediate override of 6-Months Rewards Goal Completions, BrightWay Card Graduation, and upgrade to the top-level BrightWay tier card. 
2. Immediate credit limit increase ( CLI ) from {$500.00} to {$2500.00} as a courtesy for the time wasted and efforts exhausted. 
3. Immediate payoff of the existing balance as a courtesy for the breach in the service agreement, failure to deliver on arrangement promises, and failure to counter-offer or assist to a fair compromise for my issues. 

I expect immediate action on this matter and a resolution that reflects the promises made to me. Please acknowledge receipt of this complaint and provide a timeline for addressing these issues. 

Thank you for your attention to this urgent matter. 

Regards, Regards, XXXX XXXX XXXX XXXX