Consumer complaint received 2026-04-20 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: OneMain Finance Corporation
State: MN

Complaint narrative:
Consumer : XXXX XXXX XXXX : OneMain Financial Issue : Failure to Disburse Loan Funds as Promised ; Billing/Payoff Error ; Inadequate Escalation and Communication I am submitting this response to document a continuing loan disbursement and payoff error that has caused me financial harm and has not been adequately addressed despite repeated and timely attempts to resolve it directly with OneMain Financial. Timeline and Facts- XX/XX/2026 Initial Written Notice to OneMain Financial On XX/XX/2026, I sent a written email to OneMain Financial following a phone call earlier that day, due to the seriousness and urgency of the issue. During my conversation with a representative named XXXX, I was informed that XXXX creditor accounts needed to be paid as part of my consolidation loan. In response, I uploaded payoff statements for XXXX Bank and XXXX Bank as requested. At closing, I specifically raised concerns that the payoff amounts and account details appeared incorrect. I was repeatedly reassured that the correct information was reflected on OneMain Financials end and that the accounts would be paid properly. During this process, I was also asked to provide my full XXXX Bank credit card number, which I questioned due to federal compliance concerns under XXXX. Despite my concern, I provided the information after being reassured it was required and handled correctly. After loan closing, I contacted both creditors directly. Both XXXX Bank and XXXX Bank confirmed that no payments had been received. At that point, I had no explanation of where the payoff funds had gone. In my XX/XX/XXXX email, I formally requested written confirmation of : Which creditors were paid The amounts paid The dates payments were issued I also provided supporting documentation, including : The payoff statements uploaded for XXXX Bank and XXXX Bank Proof that my Mission account had already been paid in full Bank records showing where payoff funds were issued from my bank ( XXXX XXXX XXXX ) Evidence that the account numbers on issued payments did not match the payoff statements provided Lack of Resolution and Follow Up XX/XX/XXXX After sending the XX/XX/XXXX email, I was informed by XXXX that she needed to submit an internal email because there was no billing department phone number available to resolve the issue. I was told I would receive a callback either XX/XX/XXXX or XX/XX/XXXX. When I had not heard back by XXXXXX/XX/XXXX CST on XX/XX/XXXX, I called OneMain Financial again and was transferred back to XXXX. At that time, she stated she had not received any response from billing. As of XX/XX/XXXX : XXXX Bank has now confirmed receipt of payment XXXX Bank has confirmed no payment was received balance that should have been paid should have been {$1900.00}. I requested escalation to a manager due to the length of time ( now XXXX days ), lack of corrective action, and growing financial impact. That request was denied. I was once again told the issue would be escalated internally, but no manager contact, timeline, or written explanation was provided. Consumer Harm This loan was obtained specifically to consolidate and eliminate my credit card debt. Because the XXXX account was not paid as agreed : I am accruing interest on the XXXX account I am simultaneously accruing interest on my new OneMain Financial loan This dual interest accrual is solely the result of a servicing/payoff failure, not consumer error Additionally, I relied on verbal assurances that the payoff information was accurate, despite noting discrepancies and compliance concerns during the process. Those assurances proved to be incorrect. Requested Resolution I am requesting regulatory assistance to ensure : XXXX. Immediate payment is issued to XXXX Bank XXXX. All interest, fees, or penalties caused by this error are reimbursed XXXX. Written documentation is provided explaining : XX/XX/XXXX How this error occurred XX/XX/XXXX Which accounts were paid, when, and in what amounts XXXX. Confirmation that my credit will not be negatively impacted, or that any negative reporting is corrected immediately XXXX Review of OneMain Financials escalation and payoff handling practices, as I was unable to reach management despite repeated requests I made multiple good faith attempts to resolve this matter directly and promptly with OneMain Financial . The lack of transparency, escalation access, and timely correction necessitated this complaint.

Company response to consumer: Closed with explanation