Consumer complaint received 2021-09-17 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Problem with personal statement of dispute
Company: OneMain Finance Corporation
State: WI

Complaint narrative:
I want to file a complaint on One Main financial along with a lawsuit now. I have reached out to this company with good faith communication for over two years during Covid. I needed help with my financial problems when I lost my job due to the virus. They attempted to help me out with modifications to my loan, payment arrangements etc. I have not been able to come to an equal agreement with this company after all the things that Ive tried to dispute. They say no to everything even if its not my fault. The relief that they were offering in XXXX was for XXXX and XXXX payments not to be reported late.. so it was submitted with no info. After a year and a half I came across a situation that had nothing to do with me whatsoever, because I made 3 early payments online to 3 companies is all I knew that I was doing. So I made the payments on XX/XX/XXXX for my credit cards and One Main because I was gon na pay them off and down so that I could increase my credit score for XX/XX/XXXX. It ended up being a month later before I would find out those payments werent complete due to an issue that I still have no idea what happened. I just know that I didnt hear anything for one whole month. I heard from XXXX on XX/XX/XXXX via email. So when they told me the payment didnt go through I attempted to fix it. But because of this non-payment going through, another creditor decreased my credit limit and then One Main reported me late. My bank wrote a letter letting them know that they did authorize the payment and that they wouldve processed it if I had the money in the account ( which I did and they told them exactly how much money I had in my account ). They also said that they would not have stopped the payment so to this day I still dont know how its my fault that me, going online, making three payments to three separate companies, through apps that I use every time I make a payment, end up coming back like this. I reached out to try to dispute this with One Main because I made my payment and they can see an attempt of payment on XXXX XXXX ( which wouldve been me paying my monthly bill with them a little bit early.. ) instead of me doing that and getting a positive, it all backfired and I had a score drop of almost 100 points. So I reached out to let them know that I wanted to dispute it.. and when I did they went in and went back a whole year and a half updated my credit file to say that the relief months they were offering were late 30, 60 and 90 days! I reached out to the company to tell them that they need to adjust that because how do you go back and re-report something from a year and a half ago and it has a negative impact on me right now? I got a lot goin on like everyone does but Ive been in my home for seven years and I just found out a couple months ago that it is up for sale. I may not even have anywhere to live because Im not gon na be able to buy the house due to One Main constantly reporting me late and then being the only creditor that is reporting me late the whole pandemic. I only wanted to dispute the XX/XX/XXXX incident and I wasnt able to get any help. Now 7 months later and my payment was scheduled because they put me on auto pay to make sure Im not reported late anymore. I got an email receipt saying that my scheduled payment will be coming out on XX/XX/XXXX and then I heard nothing else so Im thinking Im fine for the month. I went out of town for a funeral XXXX XXXX because my cousin passed from XXXX on the XXXX. I came back on the XXXX late and so because they have not yet to this day updated my phone number ( which I am on recorded calls asking multiple times to update it ) so that I can be able to access the web and make payments online, I was not able to make a payment that night so I had to wait till the next morning when I could talk to a live representative to make the payment. I made a payment one day after it was due and I knew they were going to report me late. I just was wondering when and now its the middle of XXXX that they say Im 30 days late for something that happened 2 months ago. Why are they allowed to report this way? I thought they have to report accurately every 30 days? Thats not being done at all so if its not in 30 days then it should be that they missed their window of reporting to be fair! You arent reporting accurately every 30days if you are reporting stuff after 30 days. They shouldnt get to report what they want whenever they want. It should say no info because no info was reported in the 30 day mark! And the only reason the payment was late is because they said the card that I had on file with One Main expired so they did not take the payment. Oh but they didnt even notify me that the payment wasnt taken. If I had of had a friendly reminder of my card on file is about to expire, I wouldve had extra time to make the payment a different way so that it would not have been late. The same thing applies to the XXXX incident where I made a payment XX/XX/XXXX, I didnt hear from OneMain until XX/XX/XXXX. How?? And then XXXX reached out XX/XX/XXXX but why would it take one month to be notified of this? And why didnt I receive any notification from anyone at all about the payment not processing sooner so I could have made another payment or figured out what was going on? XXXX even told me to file the disputes because they said that it normally only takes no longer than eight business days to find out that a payment wasnt put through or a check bounced. So I heard nothing the whole time. Im sitting around waiting on a score increase and I hadnt seen anything. When I ended up finding out that the payment didnt go through it was already too late to make another payment.. but had I been notified before hand the payment would have been able to be processed again. Like I said I didnt talk to anybody for four weeks after making that attempted payment On XX/XX/XXXX. I wish that One Main would stop reporting me negatively because they are messing up any chance that I have on purchasing my home soon. I mean my lease is up XX/XX/XXXX and I have no clue whats going to happen to me because I woke up this morning and they are finally reporting that my account is 30 days late from 2 months ago. The last interaction I had was me calling in via phone and making a payment and the lady told me that the rep I made the payment with mixed up the numbers so my payment didnt process for XXXX cents.. ok so thats on them not me! However along with that it has been more than 30 days and so then they re-processed it and it still didnt go through taking even more time. And so they had to send it up to a higher level and finally put it through but theyre marking me late months later is not fair credit reporting. I told them that they should send a friendly reminder to their customers letting them know if a card on file is about to expire to prevent things from happening like this and she tells me that she told the higher-ups about it and that she thinks that is a good idea. I said well if you all think that is such a good idea and its something that you dont do and Im suggesting that will help make service better between customers and your company, then why dont you all excuse that missed payment due to the card being expired and me not having notice of it? Of course I cant even get that credit with them. And I should have simply because for one it would not have been late because it was on auto pay and for two, they said the card expired but there was money available so that would not have been a missed payment if the card hadn't expired. I got no phone call or communication about it because they told me already I wouldnt have heard anything because they dont tell their customers! That would have helped me greatly to prevent this. I know they wouldnt care and would say Its my responsibility and I knew that it would come back on me, but again most companies send out a friendly reminder if you are trusting them with your financials. I mean I trust you with my money in my account on a card I put on file its holding information thats vital to me.. And you want the payment every month on time so then the least you could do is let me know that the payment method is about to expire! I feel like thats a trap, I feel like they are setting customers up to keep having late payments. Im inconvenienced because When times flies and its late and I need to make a payment over the phone and they are closed guess what.. they still havent updated my information. I asked on multiple occasions to please change my number in the system because I have a new phone number and Im not able to access the verification code theyre sending to my old number. They will not update this information for some reason even when they say they did and I think that thats also a trap. I think that thats also setting me up to not be able to make on-time payments when I need to and its a distractionbut it wont work because Im onto them now. They are used to being a debt collector and not talking to customers as much as Ive talked to them because everyone dodges them.. but not me! I definitely told them 2 years ago they were breaking the laws of the CARES act! One Main is constantly reporting me late and they also still have me marked as late 30 60 and 90 days even after reps for the company have sent it to the higher ups to have this inaccuracy adjusted! So when they originally said that they were not going to report people late those months they are reporting me and Im sure plenty others. I want to start a lawsuit because i know Im not the only one being treated this way! I was in good standings with this company before the virus hit so when I called in for relief they said that my payment was due for XXXX so how about they just take care of my XXXX and XXXX and then I would be on track but that XXXX payment was not late yet so therefore it was no reason to treat my account like it was in negative standings. Per the CARES act it states that if you have an account with a creditor in good standings its to remain being reported in good standings throughout the course of the virus including an additional 120 or 180 days after the virus is declared over by the president. Now if your account is in a negative standing then you have to bring your account current with the creditor in order to continue to be reported current. I told them this two years ago that they were breaking the law of the CARES act and they said verbatim Im sure our lawyers know what they are talking about when it comes to the CARES act and we will not be removing any late payments So now Im ready to file a lawsuit against them period. Because theres no way that they should only offer just that two months of relief and then turn around a year and a half later and change the reporting from 1 and a possible to 4 late payments when I submitted a dispute. I didnt even ask them to touch or go back all those months! I mean honestly why keep kicking me when Im already down? And its on the report now still today different on all 3 and they wont adjust anything! A year and a half passes and you go back in the system and you change that information? That should be against some kind of law. No one asked them to update those months. I had specific dates and times in the dispute. So one of the workers I have been working with named XXXX XXXX who is phenomenal to me.. but she told me that they are not supposed to be reporting negatively for anybody in those months so she doesnt understand why my payments were marked late during those times. She has been in touch with their credit department for almost 2 months now trying to get them to remove the multiple late payments from that timeframe of their relief. They werent supposed to report it anyways.. but they did and now they wont remove it. So Im having a huge problem with them and I dont know what happened in XXXX with my payment that no one can give me an explanation about. I mean my bank doesnt have an explanation, One Main doesnt, so why does it fall on me? And I was on auto pay with them so my payments were scheduled so that means I would not have made a late payment, but the payment didnt come out due to the card being expired, so I feel like they should excuse that one due to the arrangements that were in place. I mean they cant just keep reporting me late and not helping me out here, its really messing up my life. Its nothing I can do about it and they are the only creditor that even through Covid Ive had problems with. Ive been in continuous contact with everyone there and Ive never dodged them, Ive never missed the phone calls, ive never acted like I wasnt trying to make any payments with them.. and by the way, even with no job or much income right now Im still making a way to pay them the entire pandemic. I mean its nothing else that I can do now so its out of my hands and Im here. Im ready to move forward legally against the company because 2 years is a long fight. I just feel like a lot of companies are letting consumers know that they are supporting them by acknowledging the CARES act. Really, people shouldnt be getting reported late right now during a time where we are having a serious hardship across the world. They cant make their payments, have lost their jobs and cant make payments in full or even attempt to make payments. Even If they were putting people on a payment arrangement they are to report me current if Im current is what I read ..theyre still reporting me late and theyre not supposed to be reporting me late if Im already in good standings with them. I have made an attempt to correct any wrongs with that company and its not like Im not trying to pay them back because they helped me when I really needed it. Most people get money from places like this and bail on them. Im not dodging One Main. I feel like Im doin my part and doing everything I can on my behalf to show goodwill and good faith communication. I get no credit for this and they are really stressing me out. I want this to be cleared up because I might need to buy my house soon and I dont know what Im gon na do but they have got to clear this account, clear those negative dates for good will reasons. I dont even think I had one payment with them that was late pre-Covid. Im pretty sure I didnt have any late payments before Covid came so therefore they shouldnt be punishing me during Covid like this. They are continuously making my credit score drop and Im actively working with them even through all the things thats their fault. Like inaccurate reporting, refusal to update my phone number, retracting reporting info a year and a half later for relief they offered, not sending friendly reminders etc. its really setting me back years of hard work of making on time payments to my creditors. I woke up this morning and had a 81 point drop but they cant fix my account or excuse me for a first time late payment to be waived and a good will letter isnt accepted by them. I dont know what Im gon na do but this is a huge problem and no matter what they say.. all they say is they have to report accurately. XXXX said they only know what the creditors tells them so they could have sent in no info but they just refuse to help me. So I came to ask can you all help me to clear these issues up with One Main? I have all on time payments for every last one of my creditors except ( XXXX because of what happened in XXXX ) but my credit report was good and no matter what I do I cant get ahead with One Main. This is really depressing and draining and it feels like a job with them. Im trying and trying and they will not help me. I deserve to be treated like the valuable customer they claim I am to them! I have to get this updated fast and I need them to adjust all their mistakes as soon as possible because reporting how and when they feel like it is causing me extreme setbacks. By the way this is not even half of the problems Ive had with them.. just the ones hindering me currently and my living situation in the next 3 months.

Company response to consumer: Closed with non-monetary relief