Consumer complaint received 2026-04-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: OneMain Finance Corporation
State: WI

Complaint narrative:
I am submitting a formal complaint against XXXX XXXX XXXX regarding my XXXX credit card for failure to adhere to its stated account terms, improper handling of disputed transactions, and potentially noncompliant billing practices. On or about XX/XX/XXXX, I received written notice from XXXX XXXX stating that my account had been temporarily restricted due to an address verification issue. The notice explicitly provided a 30-day period for me to submit documentation and stated that account closure would only occur if I failed to comply within that timeframe. After receiving this notice, I contacted XXXX XXXX directly to confirm what documentation would be acceptable. During that call, I was specifically advised by a representative that I could submit any document showing my name along with my mailing address, including a document reflecting my post office address. I asked for clarification multiple times to ensure that what I submitted would meet their requirements, and I relied on the instructions provided. Despite following that guidance, the documentation I submitted was later rejected without clear explanation. Additionally, my account was closed prior to the expiration of the stated 30-day compliance period. This action deprived me of the opportunity to properly respond and contradicts the written terms provided to me. The premature closure appears to be directly tied to the rejection of documentation that I submitted based on their own representatives instructions. At the same time, I had multiple billing disputes pending on the account. Temporary credits were issued during the investigation process ; however, after the account was closed, those credits were reversed and the disputed charges were reinstated. I have not been provided with adequate documentation demonstrating that a reasonable investigation was conducted for each disputed transaction, as required under the Fair Credit Billing Act ( 15 U.S.C. 1666 ). XXXX XXXX has not sufficiently explained the basis for denying these disputes, nor provided evidence supporting its conclusions. Closing the account during an active dispute process, rejecting verification documents based on inconsistent internal guidance, reversing provisional credits, and reapplying charges without transparent findings raises serious concerns regarding compliance with federal billing dispute requirements and fair servicing practices. I am requesting the following : 1. A detailed explanation for the premature account closure despite a written 30-day compliance window. 2. Complete documentation for each disputed transaction, including investigation records, merchant responses, and the specific basis for denial. 3. Immediate review and correction of any charges that were improperly reinstated. 4. Confirmation that no inaccurate or negative information related to this matter has been reported to any consumer reporting agency, and correction of any such reporting if it has occurred. 5. A full and accurate accounting of the balance currently being claimed. As a resolution, I am seeking a fair outcome based on proper investigation and compliance with applicable law. I am requesting that any charges that can not be fully validated through a reasonable and documented investigation be removed. Given the premature account closure, the inconsistent and misleading guidance I received regarding acceptable verification documents, and the lack of transparency in dispute handling, I am requesting that any unsupported charges be adjusted or removed, up to and including a full balance reduction if sufficient validation can not be provided. I relied on the instructions provided by XXXX XXXX representative regarding acceptable verification documents, and any adverse action taken as a result of rejecting those documents should be reviewed and corrected. I expect a timely and thorough response addressing each of these concerns.I am requesting a fair resolution based on proper investigation and compliance with applicable billing laws. Specifically, I request that XXXX XXXX provide documentation supporting each disputed charge and remove any charges that can not be fully validated. Given that my account was closed prior to the stated 30-day compliance period and based on inconsistent guidance I received regarding acceptable verification documents, I also request correction of any inaccurate reporting and a full adjustment of the remaining balance if sufficient validation can not be provided.

Company response to consumer: Closed with explanation