Consumer complaint received 2025-05-28 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: OneMain Finance Corporation
State: CA

Complaint narrative:
* * Loan Application Date : * * XXXX XX/XX/XXXX * * Company : * * OneMain Financial ( [ XXXX : XXXX ] ( XXXX  : XXXX ) ) * * Related Email Domain : * XXXX ( operated via XXXX XXXX, a third-party service provider ) * * Complaint Type : * * Disability Discrimination / ADA Violation / Unlawful Contact After Written Request -- - On * * XXXX XX/XX/XXXX * *, I submitted a loan application with XXXX along with all required supporting documents : * Photo ID Front in Colour * Photo ID Back in Colour ( submitted twice due to upload issues ) * Instant Income Verification Applicant The loan portal at XXXX  indicated that the documents were being reviewed. 

On * * XXXX XX/XX/XXXX * *, I sent an email to * * [ XXXX ] ( XXXX : XXXX ) * * ( a domain associated with XXXX and operated through XXXX XXXX, a third-party platform ) to notify them that I have a * * disability * * which necessitates * * written-only communication * * under the Americans with Disabilities Act ( ADA ), 42 U.S.C. 12101 et seq. The email clearly stated that * * telephone calls were not an accessible means of communication for me * * due to my condition. A copy of that email is attached to this complaint. 

Despite this explicit notification of my ADA rights, * * OneMain Financial willfully ignored my accommodation request * * : * On * * XXXX XX/XX/XXXX * *, I received an * * SMS message * * containing a * * non-functioning link * * to upload documents ( I managed to upload, though the link was invalid, indicating negligence in their digital accessibility infrastructure ). 
* * * From XXXX XXXX through XXXX XXXX * *, I received a total of * * nine ( XXXX ) telephone calls * * from * * ( XXXX ) XXXX * *, a number traced to a OneMain Financial officer based in * * XXXX, CA * *. 
* * * Six ( 6 ) * * of these phone calls were received * * after * * OneMain Financial was made aware in writing that * * verbal communication was not acceptable due to a qualifying disability. * * This conduct raises several * * grave legal concerns * * : # # # Violations of Federal Law : * * * ADA Title III ( 42 U.S.C. 12182 ) * * Discrimination by Public Accommodations : OneMain Financial failed to provide effective communication to a qualified individual with a XXXX, despite being explicitly notified. 
* * * Section 504 of the Rehabilitation Act of 1973 * * If OneMain receives federal funding, the failure to accommodate written-only communication constitutes unlawful discrimination. 

# # # Violations of California Law : * * * California Unruh Civil Rights Act ( Cal. Civ. Code 51 et seq. ) * * : This statute guarantees full and equal accommodations for individuals with disabilities. Ignoring a documented request for written communication directly contravenes this law. 
* * * California Disabled Persons Act ( Cal. Civ. Code 54 et seq. ) * * : It is unlawful for a business establishment to deny accessible services once notice of a disability is provided. OneMain 's repeated phone calls after being informed of my XXXX were both * * harassing and exclusionary * *. 
* * * California Consumer Privacy Act ( CCPA ) ( Cal. Civ. Code 1798.100 et seq. ) * * Given the third-party involvement of XXXX XXXX , the disclosure and processing of my personal disability-related data * * without proper disclosure or consent * * may further raise * * serious data privacy violations * *, especially under 1798.105 regarding limitations on third-party usage. 

# # # Summary : OneMain Financial has demonstrated a * * blatant disregard for my civil rights * *, particularly the * * right to accessible communication * *. Their handling of my application, post-disability notification, was not only * * non-compliant with ADA and California disability protections * *, but it was also * * aggressively invasive * *, amounting to what may be interpreted as * * harassment * * under civil codes. Furthermore, use of third-party platforms ( XXXX ) without full transparency into their role in handling my sensitive personal and medical information * * compounds this legal breach * *. 

I respectfully request the Consumer Financial Protection Bureau to initiate a * * formal investigation * * into OneMain Financials communication practices with disabled applicants, their accessibility protocols, and third-party data handling under both * * state and federal law * *. 

* * Relief Sought : * * * Immediate halt to all non-written communications regarding this loan * Written apology and compliance training for OneMain Financial staff * Financial compensation for distress caused by unlawful contact * Referral to the U.S. Department of Justice Civil Rights Division and California Department of Fair Employment and Housing ( DFEH )

Company response to consumer: Closed with explanation