Consumer complaint received 2026-04-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Lendmark Financial Services
State: PA

Complaint narrative:
I am filing this complaint against Lendmark Financial Services ( XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, GA XXXX ) regarding their failure to provide hardship assistance despite misleading me about available options and subjecting me to deliberate runaround tactics. Account number : XXXX. I have been a Lendmark customer since XX/XX/XXXX with a consistent on-time payment history. My current loan balance is {$5100.00} at a 25.75 % APR. My husband is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXd I am the sole income provider for our household. I am experiencing temporary financial hardship and reached out to Lendmark to request relief. Approximately XXXX week prior to this complaint, I contacted my local Lendmark branch in XXXX, PA regarding my hardship situation and requested an XXXX reduction or loan modification. A branch representative explicitly told me that yes, they could help me with my situation. Based on that assurance I called back on XX/XX/XXXX at approximately XXXXXXXX XXXX to follow up and move forward with that assistance. Instead of receiving the help I was promised, I was deliberately bounced back and forth between the Lendmark toll-free number ( XXXX ) and the XXXX branch for approximately XXXX minutes without any resolution or meaningful assistance. During this time I was placed on extended hold, transferred repeatedly, and when I questioned the process and why I was being passed around without anyone taking ownership of my request, I was quickly brushed off and dismissed. Neither party took responsibility for my request or made any genuine attempt to assist me. I was ultimately told that I do not qualify for any hardship assistance programs because I am not currently delinquent on my loan. This outcome is unacceptable for the following reasons : I have maintained a perfect on-time payment history since XX/XX/XXXX A branch representative explicitly told me XXXX week ago that assistance was available for my situation. Today I was misled, placed on extended hold, bounced between XXXX points of contact for XXXX minutes, and brushed off when I questioned the process. I was explicitly told I do not qualify for any hardship programs because I am not delinquent a policy that punishes responsible borrowers and deliberately incentivizes default. I am carrying a 25.75 % XXXX on a {$5100.00} balance as a sole income provider supporting a XXXX XXXX XXXX veteran spouse I am not requesting debt forgiveness only a temporary XXXX reduction during a documented hardship period. Lendmark 's policy of requiring delinquency before offering any hardship assistance is predatory by design. It punishes customers who have done everything right and forces responsible borrowers into default simply to access programs that should exist to prevent that outcome in the first place. This is not responsible lending practice. To illustrate how absurd this policy is no one should have to wait until they have a XXXX before they can get treatment for XXXX XXXX XXXX. The entire point of preventive care is to intervene before the crisis occurs. Lendmark 's hardship policy operates in reverse it requires the financial crisis to already exist before offering any help, which guarantees worse outcomes for both the borrower and the lender. Responsible borrowers who proactively seek help should be rewarded, not turned away. Requested Resolution : I am requesting the following specific relief on account XXXX : A temporary XXXX reduction to no more than 9.99 % for a period of XXXX to 6 months A formal hardship program enrollment without requiring me to first become delinquent A written response from Lendmark 's corporate customer relations team outlining what accommodations will be provided. Documentation that today 's contact and prior contact have been noted in my account A review of Lendmark 's delinquency-required hardship policy as it applies to long-term customers in good standing. I am a responsible borrower and spouse of a XXXX XXXX XXXXXXXX XXXX in temporary financial hardship who was misled by a branch representative, bounced around for XXXX minutes, brushed off when I questioned the process, and ultimately denied any assistance whatsoever. I expect a concrete resolution from Lendmark 's corporate team, not another referral back to a branch that already failed to assist me.

Company response to consumer: Closed with explanation