Consumer complaint received 2025-12-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Title loan
Issue: Struggling to pay your loan — 
Company: OneMain Finance Corporation
State: LA

Complaint narrative:
Due to health issues and time in between job search ; wife and I were behind on payment. We called and informed them and they seemed nice and understanding. When we were finally stable enough and received a phone call from a corporate collection side from OneMain Financial ; we were happy to talk about our issues/struggles and how we were finally overcoming them and how we would be glad to sign a deferment agreement. So, on XX/XX/XXXX, we signed the agreement digitally and kept a copy for our record. We were told that the payment wasn't due until XX/XX/XXXX and it also states it on the agreement. She informed us to just give our local branch a call to make the payment and everything will be fine. 

On XX/XX/XXXX, we called our local branch in XXXX XXXX, LA, to make the payment, but probably mispelled XXXX ( XXXX ) tried telling us she doesn't know anything about whatever deferment agreement we signed on XX/XX/XXXX and it was not valid and we owed {$320.00} and a fee. Then backtracked what she said and said it was not valid because a payment from XXXX was just now returned in XXXX. Which was not true and did not make sense either. So, we told them we would call corporate instead since it did not seem truthful and that the deferment agreement should be valid. 

After hanging up with the local branch in XXXX XXXX, LA. We immediately called the corporate phone number and talked to a representative named XXXX. XXXX from corporate verified that the deferment agreement was valid and honored the agreement and accepted the agreed upon payment arrangement. 

But ... when he tried to process the payment it .. it got declined on their side, but charged our account. Then refunded the funds. He tried to charge it again ; but it declined again in his system. Even he said it was odd .. After he said give him a minute while he looks into ; he came back and stated it was because of something the local branch notated on our account and we would have to call our local branch to fix it. We explained to him that our local branch was trying to not honor our deferment agreement and stating it was not valid. He said a XXXX would be calling us and provided a name, " XXXX XXXX. '' But after waiting a couple days and continuously being hounded by our local branch and not receiving a call from the XXXX XXXX spoke of. We decided to call again to corporate to try and get this escalated. 

After speaking with a supervisor in XXXX XXXX named XXXX. She stated that our deferment agreement isn't valid because the payment was returned on XX/XX/XXXX ; I explained to her that it wasn't due until XX/XX/XXXX and that we attempted to pay it on that day and we still have a charge that has not been returned. She stated that it does not even reflect that we attempted to pay or that there has been a payment. I continued to explain the whole situation to her and asked if I could get an email with confirmation that the deferment agreement was valid and that the account is under review/investigation ; she refused to do that and stated she could only file a complaint and provide the case number and phone number for us to contact after XXXX hours to check on our case as they review it all. 

Basically, " Our Local OneMain Financial XXXX in XXXX XXXX, LA, is refusing to honor a signed deferment agreement, has interfered with payment processing at corporate, and has continued to call for collection while knowing we are disputing and in contact with corporate over this. ''

Company response to consumer: Closed with explanation