It's unfortunate that I have to write this review. The lack of training, professionalism, and accountability this specific office has given me is appalling. I hate to say that I will never recommend this company to anyone due to my experience. I set out for a debt consolidation loan. Credit karma recommended that I use OneMain for what I needed. So, I applied for a secured loan. This loan was set to use my car as collateral, and I was happy to do if it meant bettering my life and getting me to where I needed to be financially. The payments were obtainable and I felt relief. I got a call from a lady named Ashley located at the Lafayette office on SR 38 on July 13th. Spoke with Ashley and gave her all my information needed. She said I was approved and just needed my car information. I gave it to her. She then told me unfortunately that my car was not worth the loan amount and could not use it as collateral. Understandable. However, she said I could still get the loan if I had a cosigner. Happily, I told her I could obtain one and we scheduled an appointment for that following Wednesday July 15th. According to Ashley, they don't accept appointments after 4:30pm (even though they close at 5:30pm) because the process takes too long. So, I left work early to get there. I work an hour and a half away from where I live in Lafayette. My cosigner, which is my boyfriend, took time off work as well to be there to cosign. Only to find out once we arrived, that he could not cosign because their policy is they have to be family, married, and in the same household. Something that could and should have been told over the phone when I was told I could use a cosigner. I asked Ashley if there was anything else I needed to know about requirements due to the fact I took off work and so did my boyfriend. I expressed my concern that she could have told me over the phone this was a necessity because I could have brought someone else to cosign. Another lady, unsure of her name, spoke up and simply stated, "It's noted in her call to you that you needed a cosigner." So not only did she not listen to what my concern was, but she was rude about it. I then asked if I could use my aunt since I lived with her. They told me yes. I said I would call them back. I did on July 17th and spoke with Joseph. I confirmed with Joseph (who was present at my appointment time that previous Wednesday) that I could use my aunt as a cosigner. He said yes. I stated to him I wanted to use my aunt as my cosigner and asked what all we need to do to make sure we are prepared. I even stated to him that she was a previous customer, who just paid off her loan with them recently. Jospeh confirmed again that I could use her and that I just need her to call and give her consent and information. So, my aunt did that same day. She was then informed by Ashley, that unfortunately we had to wait to submit for the loan because it was too soon with her loan payoff. My aunt has even told her that she has paperwork showing proof of payoff. Ashley told her we needed to wait until after the 21st of July. It is now July 24th. I called in the morning. Spoke with Ashley. Repeated what she had told my aunt and asked what was needed for next steps. She said she just needed my aunt to call and give consent and obtain information. My aunt did. Ashley then told her that unfortunately we need to wait until 21 days after the 13th when she paid off her loan. This is NOT what was told to her before. My aunt stated again about the paperwork confirming payoff and Ashley blew her off. Ashley also informed my aunt that she needed to be the one to call and tell me. Which is absurd and POOR customer service. My aunt questioned her and asked why as a cosigner would need to call and relay the information when she is the agent on the application and its apart of her job. Ashley's response was it's not an active loan, so she is not obligated to call. It is now several hours later and no call from Ashley.
This whole experience has been stressful and a disaster. If this is how OneMain wants their employee's to be then I would go elsewhere. There is lack of communication, lack of professionalism, lack of accountability, and lack of follow through.
Coming from someone who has several years in customer service leadership I know enough that in order to keep the doors open you need business. This is not how that is done. read more
