Consumer complaint received 2024-07-26 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: OneMain Finance Corporation
State: VA

Complaint narrative:
In XXXX, I requested to start a loan modification that would help with getting my account back on track and in good standing. I spoke with the branch manager and we initiated the loan modification ; at that time, we discussed setting up a payment while we wait for the modification to be completed. The payment was setup for XX/XX/XXXX in the amount of {$170.00}. Meanwhile, while we wait for the modification to be issued, I was received information via email and/or by mail. I received the modification terms and agreement a week late. The agreement stated that my trial payment was due XX/XX/XXXX in the amount of {$170.00}. This payment would initiate my loan to be modified. Since my payment was made on XX/XX/XXXX, I called the local office to speak with the branch manager regarding the the timing of payments. I specifically asked if I had to make a payment on XX/XX/XXXX of which I was told that I did and that my payment was due on XX/XX/XXXX. This was gravely incorrect. I also spoke to corporate office ( call center associate ) and was told that since my payment was made on XX/XX/XXXX it satisfied what was agreed to in the letter and that my XX/XX/XXXX payment did not need to happen. I then received a call from another office in XXXX from a rep name XXXX who was extremely rude to me. She stated that I needed to make a payment in order for my modification to be initiated. I then explained to her that my payment was made already ; to where she kept cutting me off and demanded that I give her account informaton to setup payment. Immediately after that call, I reached out to my local office and spoke to XXXX and was told verbatim, " I'm sorry XXXX but they have messed your account all up ''. The tactics that are used by the OneMain associates with using round about ways to restructure payments and/or loose attemps to remedy an account goes against all things that I have witnessed with dealing with any loan provider. The modification policy and procedure is flawed and they will not accept that it's flawed or that a mistake was made. 

This is how it should have went. My modification was approved so close to original due date on XX/XX/XXXX. I made a payment on XX/XX/XXXX ( setup by branch manager ) to take care of trial payment. My next payment should have been moved to XX/XX/XXXX. Next payment XX/XX/XXXX and resuming original payment XX/XX/XXXX of {$350.00}. That's how it should have went but it didn't. Not create more stress when you're already struggling to make payments and made attempts to get back on track. 

On XX/XX/year>, I received a letter in the mail that my payments would resume on XX/XX/year> in the amount of {$350.00} ; of which, I called the local branch to inquire why I am receiving this information. I am then given a conveluded explanation that is confusing and then told a hold was put on my account for XXXX to keep calls from ensuing. I am then asked if I was able to make payments ; of which, I have repeatedly explained that my financial situation has taken a turn for the worse and no real relief is offered. To the branch manager 's credit, she stated she's trying to work with me ; however, I feel in order to work with me, the mistake needs to be corrected that created this problem in the first place. The modification process has created a financial hardship and has not positioned me to truly get back on track and I am suffering for the mistake made by your company.

Company response to consumer: Closed with explanation