Consumer complaint received 2026-01-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: OneMain Finance Corporation
State: CA

Complaint narrative:
Response to OneMain Financial Request for Additional Information CFPB Complaint Supplemental Submission Claim number : XXXX This submission responds to OneMain Financials letter dated XX/XX/year>, requesting additional information regarding my transaction dispute. 

The disputed transaction concerns a payment made to the XXXX XXXX XXXX Registrar-Recorder/County Clerk through the XXXX platform for registration of a fictitious business name. The filing was accepted and processed. After approval, I requested an update to the business name. The County refused to update the registration and further refused to cancel or refund the filing, notwithstanding that the registration was rendered unusable for its intended purpose. 

There is no written contract associated with this transaction. This was a routine consumer payment for a government filing service. Such transactions do not require a signed contract, and the absence of one does not negate the existence of a consumer dispute or the applicability of billing protections. 

The merchants refusal to update, correct, or meaningfully cancel the filing while retaining payment constitutes a failure to provide a usable service as reasonably expected. At no point during the ordering or checkout process was I informed that registration information could not be updated after submission, or that cancellation would require payment of an additional fee while yielding no functional outcome. Had these material limitations been disclosed, I would not have proceeded with the transaction. 

The non-refundable designation referenced in the order summary does not resolve the dispute. A non-refundability statement does not authorize retention of funds where the service paid for is rendered unusable due to the merchants own refusal to update the filing. This dispute does not arise from customer error, cancellation preference, or failure to submit required information. 

Additionally, the handling of my dispute has been materially prejudiced by false and misleading internal claim notes attributed to a claims team lead identified as XXXX. These notes incorrectly characterize the transaction as XXXX registration and assert that the dispute lacks merit due to absence of a contract. Both statements are factually inaccurate. I was informed by a OneMain representative that corrective notes had been entered into the claim file and that an internal complaint against XXXX had been escalated. Subsequent communications revealed that neither the corrective notes nor the complaint exist in the file. Furthermore, a supervisor named XXXX contacted me claiming she oversees XXXX, but it was later confirmed by another representative that both XXXX and XXXX shares the same position in hierarchy. 

This raises serious concerns regarding the integrity of the dispute record and the reliability of the adjudication process. A fair evaluation is not possible where false factual assertions are entered and corrective actions represented as completed are absent from the record. 

This submission responds fully to the request for information.

Company response to consumer: Closed with explanation