Consumer complaint received 2022-03-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: MARINER FINANCE, LLC
State: SC

Complaint narrative:
I was contacted by Mariner Finance in XXXX in regards to obtaining a personal loan since I applied with a partnering company online. I was working with XXXX and she advised she was able to offer a loan if I combined it with my truck financing. I advised to XXXX that I was not wanting to sign on a loan involving my truck if it will not allow me to be able to separate in XXXX and be able to trade my truck in. XXXX reassured me multiple times that I will be able to separate the loan and be responsible for the personal loan amount remaining. She did not advise of any other stipulations that may be involved when doing so. After going to the office to sign the contract, I was assured again that I would be able to get it handled. On XX/XX/XXXX, I was involved in a motor vehicle accident where a XXXX hit me in the back and was unsure if the truck would be considered total loss. I contacted Mariner and advised them I would like to hold on my payment until I received a prognosis on my truck from the body shop. I also gave a heads up that I was ready to get the loan separated so that if my truck was repaired I would have been able to trade it in after getting it back. I spoke with XXXX, the branch manager and she assured me there were multiple ways she would be able to separate the loan and that she was working on it. She advised she may have to do another credit pull also in order to see if I qualified for a personal loan of XXXX that I received initially. I was not advised of that stipulation until she mentioned it Even then I was cooperative and told her I was willing to do a repull and knew that my credit score had increased over that time. I would call her every few days to get an update and she stated she was waiting for the eTitle to upload to her system and everything would be good to go. At that time I gave the car dealership rep her contact information also so he can get whatever information he needed from her so it could be a smooth transition. She also assured him multiple times that everything looked good and also stated that if the dealership was able to pay {$15000.00} toward the truck she will separate it then and allow me to be responsible for the remaining {$5000.00}. After multiple attempts to reach out to her after her reassurance, every time I would call the office, she was either away or busy. I then called their corporate number in order to see if I could get some resolution on their end regarding the loan since at this point we were still waiting from a call back or response from XXXX. The corporate rep sent a message to the regional manager advising him to contact me about my concerns. I then finally received a call back from XXXX stating she was advised that I called the corporate number and that I told them I was unable to contact her about the progress. She then proceeds to tell me that there is nothing she can do to separate the loan and in her words Im sure your credit score hasnt changed in order to get you approved. I requested for her to attempt to do a credit repull just to see where my score ranged and she denied me as a consumer that opportunity. After going on their website I saw where there was an update for a personal loan and where a credit monitoring update was uploaded. It showed where my credit score went up XXXX points compared to my original score when they pulled for the original contract. I have contacted the corporate office multiple times since then to see if I could speak to the regional manager myself and still havent received a call back. I feel like this is an integrity issue on Mariner Finances behalf because they took advantage of me as a borrower with guaranteeing what they could not deliver and it put me in a position where I am now stuck with a loan contract under their terms that wasnt completely explained and where I did not get in writing of the promises they continuously made in order to get me to sign that contract.

Company response to consumer: Closed with explanation