Consumer complaint received 2025-05-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: OneMain Finance Corporation
State: MI

Complaint narrative:
I forgot to update my address ahead of being sent an upgraded version of their Brightway Card. Due to this, my new card was sent to the wrong address. I updated my address within the app and was instructed to call customer service to verify the information and formalize the address change and get a new card sent to the correct address. 

XX/XX/year> : XXXX : Called OneMain/Brightway and was instructed to email them a copy of my lease agreement or other verifiable information to prove I lived at my current address. 

XXXX : Email sent with relevant information, including a copy of my lease agreement. 

XX/XX/year> : XXXX : Email from OneMain/Brightway telling me my account has been flagged due to an address changed and I needed to submit my documents to get this taken care of. 

XXXX : Lease Agreement is sent again. 

XXXX : Email back from OneMain/Brightway telling me to contact customer service to contact customer service and submit my documents. 

XXXX : Lease Agreement sent again. 

XX/XX/year> : XXXX : Email from OneMain/Brightway. Generic email stating : " So, we can best assist you at this time, please contact the support center at XXXX '' XXXX : I email back telling them I have already called and was told to email a copy of my lease agreement. 

XX/XX/year> : XXXX : Email from OneMain/Brightway telling me the block has been removed from my card. 

XXXX : Email from OneMain/Brightway telling me my card has been temporarily locked and to reach out to customer service at XXXX XXXX : I email back telling them I am getting contradictory information. At this point I am not sure if the card is still locked or not, or what is going on with my account. 

XXXX : Email from OneMain/Brightway. Generic email stating : " So, we can best assist you at this time, please contact the support center at XXXX '' XXXX : I email back asking for a direct line to a supervisor/executive. 

XX/XX/year> : XXXX : Email from OneMain/Brightway XXXX We're very sorry to hear about your experience. We've escalated your issue and a team member will be in touch. '' XX/XX/year> : XXXX : I email back saying it has been nearly three days and no one has reached out to me. 
XXXX XXXX : I email back again stating that no one has reached out to me about my issue. 

XX/XX/year> : XXXX : Email from OneMain/Brightway stating " We can not update your address via email and to contact customer support at XXXX '' XXXX : I email back saying that I was told over the phone to email my information and that I had already sent a copy of my lease agreement and that my address has been changed in the app. I ask again for a direct line to a supervisor/executive or someone who actually knows what is going on. 

XXXX : I email back again, clearly frustrated, stating that I will not be calling the customer service number again because they are just going to tell me to email a copy of my lease agreement or other relevant documents that I had already provided on at least two separate occasions. 

XXXX : I email back and CC OneMain/Brightway 's executive email, as well as their CEO XXXX XXXX. I instruct them to review this email thread before I am forced to file a complain with the CFPB. Clearly frustrated, I state that a simple address change should not be this convoluted, that I have now been given a number of contradictory statements and request a goodwill credit for time lost and stress caused by dealing with this issue. 

XXXX : I get a call from an executive at OneMain/Brightway named XXXX XXXX XXXX XXXX She states that my card is indeed being sent to the correct address and that the lock on my account has been lifted days ago. I explain that there been a gross lack of communication and detail the number of contradictions in information I have been given over the course of nine days trying to get this resolved. I tell her that the fact I got an email back within an hour of threatening a CFPB complain proves that this issue could have been resolved days ago and points to systemic issues in their customer service system. She offers zero explanation for the way I have been treated. I tell her I expect a goodwill credit on my account, that I am still filing my complaint to the CFPB, and that I am considering cancelling my card for the way that I have been treated. She tells me she will call back on Monday XX/XX/XXXX regarding my goodwill credit and further explanation on how this happened. 

XX/XX/year> : XXXX : Call back from XXXX XXXX OneMain/Brightway from XXXX. She states that a goodwill credit of {$25.00} was approved, and offers zero explanation for why or how this happened. I detail my frustration and tell her I will be going through with filing my complaint.

Company response to consumer: Closed with explanation