ComplaintsforMariner Finance, LLC

• Initial Complaint

  11/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/16 I applied for a loan online with Mariner Finance. On 11/16 I spoke with the branch as part of Mariner's verification process. At the time of discussing the application with the branch I advised that I was refinancing a current loan. My loan was approved on 11/18/2021 and when I went to sign the loan documentation I was advised that I had been assess a loan refinance fee of $150.00 to refinance my loan with a $106.00 balance. I was never advised of the refinance fee until I was at Mariner to sign the loan paperwork. At that time I figured it was too late to say something.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/11/26) */ Thank you for bringing this matter to our attention. Our Operations team is in the process of reviewing Mr. ******' account and will have a response to his concerns by Wednesday December 1, 2021. Mariner Finance Customer Relations

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity theft. I discovered it last weeks ago upon reviewing my credit report. I found accounts that are not mine and addresses that I never resided. Now I am dealing with creditors who want me to file a police report even though proofs has been given already. I also found out the account below of which I believe not mine. Acct name: MARINR FINC acct no. 42070074**** date opened 03/01/2019 balance $8,321.00 I am not liable for this debt and I do not have a contract with: Company: MARINER FINANCE Address: 8211 TOWN CENTER DR NOTTINGHAM, MD 21236 Tel No: (844) 338-2080 Police Report and FTC Affidavit are attached with this complaint together with dispute letter sent to the bureaus. I also filed complaints thru CFPB. Please delete this account from my credit report at once. Any questions or concerns I can be reached at ** ********** ** **** ******* ** XXXXX and email at *********** I need a response from the company.

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/11/26) */ Thank you for bringing this matter to our attention. Mariner Finance takes customer concerns seriously and our Customer Relations Department has thoroughly researched this account. As part of Mariner's account opening procedures, specific information including the applicant's name, date of birth, address and identification number are required and verified. Verification procedures also include a review of government issued ID and employment information. We received the attached attached Federal Trade Commission "Identity Theft Victim's Complaint and Affidavit" and incident report. In order to complete a fraud investigation, Ms. ******* will need to provide a copy her government issued identification to Mariner Finance, 8211 Town Center Drive, Nottingham, MD 21236. For additional questions in regards to this matter, please contact our Customer Relations Department at 844-338-2080. Consumer Response /* (3000, 12, 2021/12/17) */ ***Document Attached*** INFO REQUESTED WAS SENT TODAY VIA MAIL TRACKING NUMBER XXXX XXXX XXXX XXXX XXXX XX Business Response /* (4000, 14, 2021/12/23) */ Thank you for contacting us. We have received the attached documents and will provide the results of the fraud investigation when complete. Mariner Finance, Customer Relations

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In March of 2020 I was late paying on my loan. I called the branch in ******* Virginia and asked was it to late to make a payment. The young lady I spoke to said no, long as I pay by a certain date. I made a payment that day. The next day I check my checking account and seen that more money was taking out by The loan company. I call them they apologize and put the money back. That's the last I heard anything about it until yesterday when I pulled my credit report and seen that the loan company reported that I was pass due $154.00. I called the loan company and they said it's legal fees. Nobody said anything about me having to pay any legal fees. How am I liable for that when the money should of never been taken out of my account? It's on my credit report. I need help please. When I called they weren't helpful and very rude at the corporate office.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/11/26) */ Thank you for bringing this matter to our attention. We take customer concerns seriously, and our Customer Relations Department has thoroughly researched this account. ****** ***** entered into the account with Mariner Finance, LLC ("Mariner") on September 3, 2019. The contract required one (1) payment of $104.75 followed by twenty-eight (28) payments of $87.35 beginning on October 15, 2019. With the account in question past due for the November and December 15, 2019 contractual payment obligations, and all reasonable attempts to contact Ms. ***** having failed, Mariner initiated legal action to collect the account on December 20, 2019. Mariner was awarded a judgment and request for garnishment. A review of records indicate Ms. ***** spoke with the Branch Manager on December 28, 2019 and was advised of the legal action and the status of the account at the time. Ms. ***** made payments to bring the account current and the garnishment was released. The fee Ms. ***** has referenced within her complaint is a garnishment processing fee charged by her bank. Ms. ***** was advised to contact her bank should she have additional questions in reference to this fee. In the event Ms. ***** has additional questions in regards to this inquiry, please contact our Customer Relations Department at 844-338-2080. Mariner Finance Customer Relations

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was given terms of a loan in print and once I agreed to the terms , the company changed the terms and I refused the new terms. I spoke with the manager"Jordan" who agreed to remove inquiry from credit report. This is another form of predatory lending practices that need to be stopped. This inquiry should be removed from my credit report immediately. If I were given the correct terms which was basically a pay day loan rate, I never would have applied to this company. They hit your credit in hopes of you deciding to settle for the high and outrageous rates of the new terms. Like I said they are a predatory lender.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/11/18) */ Thank you for bringing this to our attention. Mariner Finance takes customer concerns seriously, and our Customer Relations department has thoroughly researched this matter. Mariner received a loan application from ***** ******* on August 15, 2021. Loan offers presented to an applicant are conditional based on the information available at the time and are subject to change based on the applicant's ability to successfully complete all loan verification requirements. The verification requirements are clearly disclosed throughout the loan application process. Upon review of the application, Ms. ******* failed to upload the required "selfie" photo holding her government issued identification which resulted in her application being referred to the local branch. Ms. ******* was approved for a loan with the local branch at the Georgia regulated rate, to which she declined. Ms. ******* did affirmatively acknowledge the hard inquiry during the application process and was referred because of the missing identity verification, however as a one-time courtesy, Mariner has submitted an automated deletion request to the Credit Reporting Agencies (CRA) to remove the inquiry in question. Please be advised that Credit Reporting Agencies can take up to 30 days to process such requests. A member of our Customer Relations team attempted to contact Ms. ******* to discuss in further detail. Should Ms. ******* have any additional questions regarding this matter, please contact our Customer Relations department at 844-338-2080. Mariner Finance Customer Relations

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Due to a COVID-related financial hardship, I entered into a settlement agreement with Mariner Finance in August 2020 for my account (number XXXX-XXXXXX-XX). Per the terms of the written agreement, I was to pay $132.76 per month through December 2021 and they would then "waive the remainder of the balance if the payments set forth above are made timely". I then made all payments on time each month and in June 2021 I contacted the Mariner Finance team and asked to pay the remaining settlement balance early. Per an email from Diana H. on June 16, 2021, if I paid the remainder due of $762.56, the settlement would be considered satisfied. I made the payment the following day. However, since that time, despite the agreement stating that the remaining balance would be waived, my account has continued to show a balance due (and accrued interest on that balance) and each month the balance reports to the credit bureaus as past due. I've contacted the Mariner Finance team numerous times by phone and email and was instructed to contact the Laurel, Maryland branch to address my issues. On several occasions they indicated that it would take 60-90 days to update the balance and credit reporting. In September, the account was finally marked as a charge off, however there remains a balance on the account, which continues to accrue interest, and the balance continues to report monthly as past due to the credit bureaus. I've contacted the Mariner team at the Laurel, MD branch three times in the past two weeks, and on November 8th I was told that, despite the terms of the written agreement, my account would continue to maintain a balance, accrue interest, and report as past due to the credit bureaus into perpetuity until the balance was paid in full. I would like Mariner to honor the settlement agreement and waive the remainder of my balance so that there is no longer a balance reported to the credit bureaus.

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2021/11/16) */ Thank you for bringing this matter to our attention. We take customer concerns seriously, and our Customer Relations Department has thoroughly researched this account. Mariner has submitted a manual update request to the Credit Reporting Agencies (CRA) to ensure Mr. ********' account is being accurately reflected within his credit report as a settled account as of June 17, 2021. Please be advised, CRAs may take up to forty-five days to process manual update requests. We appreciate the opportunity to address this concern for our customer. If Mr. ******** has additional questions regarding this inquiry, please contact our Customer Relations Department at XXX-XXX-XXXX, and we will be happy to assist. Mariner Finance Customer Relations Consumer Response /* (2000, 7, 2021/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I see that the account is now closed and showing no remaining balance, as requested. I appreciate your help!

• Initial Complaint

  11/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  November 2020 I bought a water system from Clearwater in New Philadelphia. I was offered 12 months same as cash. I was to pay the purchase price of $1195.50 in full within 360 days and avoid all interest charges. I was set up on a 24 month payment plan with Mariner Finance in the event I did not pay the full amount within 360 days. I started paying $100 per month in January 2021. In May in incurred an unexpected expense and called the bank to check the status of my account. I spoke with James who assured me that I was paid ahead and need not make a payment until October if I chose to. To date I have paid the full purchase price plus interest. I was told yesterday that I owed interest because I lost my same as cash when I didn't make a payment in May or June. I was charged $126.48 in interest which I paid yesterday. I am requesting refund of my $126.48.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/11/18) */ Thank you for brining this matter to our attention. We take customer concerns seriously, and our Customer Relations Department has thoroughly researched this account. ******** ***** entered into the account with Mariner Finance, LLC ("Mariner") on December 8, 2020, with the first payment due January 8, 2021. Mariner did not receive the January 8 payment until January 19, 2021 due to mail delays with USPS. Once the payment was not received within 10 days of the scheduled due date, the system automatically removes the Same as Cash incentive (SAC). Paying the account ahead did not contribute to Ms. ***** losing the SAC incentive. After a review of the account, including Ms. *****' pay history following the issue in January 2021, Mariner has agreed to reinstate the SAC for our customer. Mariner has issued a check in the amount of $124.35 and mailed to the documented address for Ms. *****. A member of our Customer Relations Team spoke with Ms. ***** to advise on the proposed resolution, and we believe her concerns have been resolved. For any additional questions in regards to this matter, please contact our Customer Relations Department at 844-338-2080. Mariner Finance Customer Relations

• Initial Complaint

  11/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took out a loan with Mariner Finance and had a payment due 10/15/2021. It is not even 30 days late and I have the Vice President calling my phone saying that he has approved "action" to be taken if I don't call the office back. I came down with COVID in early October and am still on oxygen. I can barely complete more than a few sentences without losing my breath and gasping for air. The doctors have said I'm a "long haul" patient and they aren't sure how long these symptoms will last. I'm unable to work right now because I can barely walk down the hall without running out of breath. I full intend to repay this loan as soon as I'm able but I feel like having the vice president call my phone and threaten "action" (unspecified action) if I don't call back by 7pm is a bit much for someone who isn't even 30 days late.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/11/15) */ Thank you for bringing this matter to our attention. We take customer concerns seriously, and our Customer Relations Department has thoroughly researched this complaint. ***** **** entered into the loan in question with Mariner on September 8, 2021 with the first payment due on October 15, 2021. Records indicate Mariner made reasonable attempts to contact Ms. **** in regards to the missed October payment with no success. We have made the local branch and it's management aware of Ms. ****'s frustration with the phone call from the Area Vice President and noted the account accordingly. Ms. **** should be aware per the agreed upon contract, payments received more than ten (10) days after the scheduled payment date are considered late. Payments received 30 days after the scheduled payment date are reported to the credit reporting agencies as required by a data furnisher. Mariner was unaware of Ms. ****'s health concerns prior to the receipt of this complaint. We encourage her to contact her local branch immediately so that we may gain a better understanding of her situation and determine what options may available to her. Mariner Finance Customer Relations 844-338-2080 Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I said in my initial complaint my health issues are bad enough that I cannot even talk complete sentences without losing my breath and needing my oxygen. If the local branch can reach out to me at *********@gmail.com I would be glad to discuss with them. Business Response /* (4000, 9, 2021/11/17) */ Thank you for the additional feedback. In an effort to protect our customer's, Mariner is unable to discuss account details via email. If Ms. **** is unable to speak with us, she may write a letter to her local Mariner Branch designating another point of contact that is authorized to discuss her account. Ms. **** did elect to included Involuntary Unemployment Insurance with her loan. The local branch will mail the necessary forms to Ms. ****. She will need to complete and return the forms in order for the provider to determine claim eligibility. Mariner Finance Customer Relations

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Borrowed (loan) money from mariner Finance last year about January or February, I think about $1500, I paid off the loan April of last year 2020, now on my credit report it shows pass due balance of over $300 dollars, I have proof of the paid loan, as a result of this on my credit report my score has dropped to 540

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/11/16) */ Thank for bringing this matter to our attention. We take customer concerns seriously, and our Customer Relations Department has thoroughly researched this account. The Assistant Vice President has contacted Mr. ******* directly to discuss the balance on the account, and we believe his concerns have been resolved. For any questions regarding this matter, please contact our Customer Relations Department at XXX-XXX-XXXX. Mariner Finance Customer Relations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩