Consumer complaint received 2025-12-29 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: CO

Complaint narrative:
I am filing this complaint regarding billing errors, improper denial of returned-merchandise disputes, and unlawful credit reporting associated with my XXXX credit card account serviced by OneMain Financial . 

Summary of the Issue I disputed multiple charges for merchandise that was returned with valid tracking numbers confirming delivery. Despite providing the tracking information and despite representatives acknowledging delivery, the creditor failed to credit the full amounts, reinstated the disputed charges without notice, assessed late fees and interest, and reported the account as delinquent while the dispute was unresolved. 

# # # Disputed Transactions The following charges were disputed and returned : - {$100.00} - {$130.00} - {$230.00} Total disputed amount : {$490.00} ( exclusive of taxes, interest, and fees ). 

Only {$170.00} and {$49.00} were credited, despite all returned items showing delivered via tracking numbers already provided to and acknowledged by customer service. 

The creditor claims the merchant never received the packages, which directly contradicts the delivery confirmations and constitutes an unresolved billing error. 

# # # Account Balance Errors As of my most recent statement : - Total charges incurred ( including interest ) : {$2800.00} - Total payments and credits applied : {$980.00} The correct balance should be {$1900.00}, yet the creditor is reporting and attempting to collect {$2100.00}, an overstatement of {$240.00}. 

In total, the creditor owes me {$720.00}, plus all associated taxes, interest, late fees, and penalties resulting from these errors. 

# # # Violations of the Fair Credit Billing Act ( FCBA ) Under 15 U.S.C. 1666 and Regulation Z ( 12 C.F.R. 1026.13 ) : - Charges for returned merchandise not properly credited constitute billing errors - While a billing error investigation is pending, a creditor may not : - Treat disputed amounts as delinquent - Assess interest or late fees on disputed amounts - Report disputed amounts as late to credit reporting agencies Despite this, the creditor : - Reinstated disputed charges without notice - Imposed a {$500.00} minimum payment - Assessed late fees and interest - Reported late payments to credit bureaus These actions violate 15 U.S.C. 1666 ( a ) ( 3 ) and 12 C.F.R. 1026.13 ( d ). 

# # # Credit Reporting Harm Negative credit reporting occurred while the dispute was unresolved, damaging my credit profile. I was not given notice of dispute denial before reporting occurred.

# # # Failure to Resolve and Unreasonable Practices I contacted customer service multiple times attempting to resolve the issue and was told representatives could not discuss or correct the matter by phone and that I must submit a written letter. Payments, however, were accepted by phone. This caused delay, additional fees, and credit damage. 

# # # Resolution Requested I am requesting that the CFPB require OneMain Financial / XXXX to : 1. Refund and credit the full {$720.00} owed, plus all associated taxes, interest, late fees, and penalties 2. Permanently remove all charges related to the returned merchandise 3. Correct the account balance to reflect the accurate amount owed 4. Remove all negative credit reporting related to this dispute and notify all credit reporting agencies 5. Provide written confirmation of resolution # # # Attachments Provided - Account statements showing disputed charges and incorrect balances - Tracking confirmations showing delivered returns - Record of partial credits issued - Demand letter citing FCBA violations I respectfully request CFPB assistance in resolving these violations and preventing further consumer harm. 

-- - Here is the demand letter I sent To Whom It May Concern, This letter constitutes formal written notice of billing errors and a demand for correction under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666, and its implementing regulation, Regulation Z ( 12 C.F.R. 1026.13 ), regarding my XXXX credit card account serviced by OneMain Financial. 

# # # Disputed Transactions and Returned Merchandise Pursuant to 15 U.S.C. 1666 ( a ), I timely disputed the following charges, all of which involved merchandise that was returned with valid tracking numbers confirming delivery : - {$100.00} - {$130.00} - {$230.00} Total disputed amount : {$490.00} ( exclusive of taxes, interest, fees, and penalties ). 

During my initial dispute call and in at least XXXX subsequent calls, your representatives acknowledged receipt of the tracking numbers and confirmed that the packages were shown as delivered. Despite this, XXXX credited only {$170.00} and {$49.00}, leaving the remaining returned merchandise improperly reapplied to my account. 

Your assertion that the merchant never received the packages directly contradicts the delivery confirmations and constitutes an unresolved billing error under 15 U.S.C. 1666 ( b ) ( 3 ) ( charges for goods not accepted or not delivered as agreed ). 

# # # Account and Payment History Errors As of this letter : - Total charges incurred ( including interest ) : {$2800.00} - Total payments and credits applied : {$980.00} This results in a true remaining balance of {$1900.00}, not the {$2100.00} currently reported. The {$240.00} difference represents an incorrectly stated balance, a billing error under 15 U.S.C. 1666 ( b ) ( 1 ). 

# # # Improper Reversal, Lack of Notice, and Credit Reporting Violations I received no written notice that my dispute was denied before the disputed amounts were reapplied. XXXX instead reinstated the charges, imposed a {$500.00} minimum payment, and assessed late fees and interestresulting in negative credit reporting. 

Under 15 U.S.C. 1666 ( a ) ( 3 ) and 12 C.F.R. 1026.13 ( d ), while a billing error investigation is pending, a creditor may not : - Treat the disputed amount as delinquent - Impose finance charges, late fees, or penalties on the disputed amount - Report the disputed amount as delinquent to credit reporting agencies Your actions violate these provisions. 

Additionally, I was informed that disputes could not be discussed or corrected by phone and that I was required to submit a written letter, despite XXXX accepting payments by phone. This practice raises serious accessibility and consumer-protection concerns and does not relieve XXXX of its statutory obligations under the FCBA. 

# # # Demands Accordingly, pursuant to 15 U.S.C. 1666 and Regulation Z, I demand that XXXX take the following actions within twenty-one ( 21 ) business days of receipt of this notice : 1. Refund and credit the full {$720.00} owed to me, plus all associated taxes, interest, late fees, and penalties, resulting from the improperly denied dispute 2. Permanently remove all charges related to the returned merchandise 3. Correct my account to reflect the refund owed and eliminate all inflated or incorrect balances 4. Immediately notify all credit reporting agencies and remove any late payments, derogatory marks, or adverse entries resulting from this billing error, as required by 15 U.S.C. 1666 ( a ) ( 3 ) ( B ) 5. Provide written confirmation that all corrective actions have been completed XXXX already possesses all necessary documentation within its own systems. I do not consent to further delay, non-substantive reviews, or unresolved callback attempts. 

Failure to comply will result in escalation through : - A CFPB complaint citing FCBA violations - Complaints to state and federal regulators - Small claims court and/or civil litigation, as permitted under 15 U.S.C. 1640 ( civil liability for FCBA violations ) If contact is necessary, you may reach me at ( XXXX ) XXXX. Please do not contact me unless it is to confirm resolution. 

Sincerely, XXXX XXXX Here is all the tracking numbers XXXX XXXX XXXX They are all over 120 days old. 

I also sent a pic of them telling me I need a XXXX $ + min payment even though we are currently in an investigation. Also when I called XXXX previous times to start an investigation. I was told there was nothing to investigate by one person. Even though the XXXX next people said there was obviously enough, and then the next person told me they would file an investigation and didntthen the next person told me that the previous person never filed an investigation and they would, and to call back at some future date. 


Ive also have a list of transactions. They told me that several hundreds of dollars of charges are just ghost charges. But even when you remove them and the mishandled dispute they balance is off. I can produce that if you have an email address. Your portal is giving a hard time uploading multiple documents. 
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Company response to consumer: Closed with explanation