Complaints

This profile includes complaints for Lendmark Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lendmark Financial Services

  2118 Usher St NW Covington, GA 30014-2434

• 

  Lendmark Financial Services

  27955 US Hwy. 98 Suite AA Daphne, AL 36526

• 

  Lendmark Financial Services

  2701 Mall Road Suite 14 Florence, AL 35630

• 

  Lendmark Financial Services

  510 E. Meighan Boulevard Suite A-4 Gadsden, AL 35903

• 

  Lendmark Financial Services

  4925 University Drive NW Suite 160 Huntsville, AL 35816

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a loan out with One Main Financial which i am guessing is now Lendmark, who called me and left a nasty message about garnishing my wages and filing papers with the county I live in. Problem is is I was in a car accident 01/22 of this year and that loan balance was paid in full by the insurance company back in April of this year. So you need to do your research and clear up my account because i do not owe you guys anything.

  Business Response

  Date: 09/06/2022

  
  Dear, ***********************-******, or to whom this may be concerned,
  
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address each of the customers concerns as follows.
  
  Lendmark was unable to investigate the customer, *****************************,request because there was not enough information in the original dispute for Lendmark to identify the account. Lendmark requests that the customer provides our company with the following: 1) Borrowers first and last name, 2) Account number pertaining to the disputed account, and 3) the customers social security number.
  
  If the customer has trouble identifying their account number or would like us to research further, the customer can also contact our Centralized ************************* at ************ and provide us with the above information.
  
  If Lendmark is unable to identify the account with the above information, Lendmark suggests the customer contact One Main ********************** as the account may be with that financial institution. 

• Initial Complaint

  Date:08/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid off my loan back in February and I keep getting harrassing calls and mail that I owe them over $4000. I have all receipts from paying it off and my bank statement showing it was paid off.

  Business Response

  Date: 09/02/2022

  Dear ***********************-******, or to whom this may be concerned,
  
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address each of the customers concerns as follows.
  
  The customer had been paying their loan as outlined in the loan agreement, then in December 2021 and January 2022, the customer made payments that were returned for non-sufficient funds and were dishonored by their financial institution. After a few other attempts at payments during the January 2022, the branch explored options with the customer to bring their account current and on January 27, 2022, the customer was granted a deferment to defer the customers next due date from December 3, 2021 to February 3, 2022.
  
  On February 3, 2022, the customers payment of $156.67 was cleared by the financial institution and payments resumed normally until April 21, 2022 when another payment was returned for insufficient funds. The payment outstanding payment of $156.67 was made on May 25, 2022 but the additional payments attempted on May 26, and June 1, 2022 have all been returned for insufficient funds. The customer had made no further payments on the account.
  
  As of the date of the response, the customer currently has a principal balance of $4,073.42.
  
  Lendmark does not have any record of the customer paying their account in full and has mailed a copy of the customers payment history to provide the ledger of account payment activity to the customer.
  
  If the customer has record of paying this loan in full, Lendmark requests that the customer provides the bank statements to their local branch so the transactions can be researched further.
  
  We trust this resolves the complaint brought forth. Should you or the customer have any further questions, please do not hesitate to contact Lendmark Financial Services. You can do so by utilizing our customer contact portal accessing the link below.
  
  https://www.lendmarkfinancial.com/Contact

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had previously took out a loan to purchase a vehicle. My auto loan balance was down to about *****. After purchading a home I needed extra money to do some things, so I called Lendmark. They said they could only loan me $2,000 since I still had an outstanding loan on the vehicle. I went to the office and signed the paperwork and they gave me a check. When I received my statement dated 7/1/2022 it showed both loans as one loan, and my balance as $9,533. I called the office and spoke with ****, a very rude individual, who said he explained that the loans would have to be consoladated, tefinancing the vehicle. I told him he never said that and I would have turned down the additional loan instead of refinancing the loan on the vehicle. He got very hostile because my daughter was on the line, trying to ask questions, he began to yell, she was not on the loan and he didn't have to talk to her, then hung up the phone. I called him back without my daughter on the line. He said I would only have to pay back a little over $6,000 if both loans were paid when the vehicle was paid off. If i had the funds to pay off bith loans at the same time, i would not have needed to borrow $2,000. I am retired and on a fixed income. Due to my age I feel I was taken advantage of. This is considered predatory lending, they have "loan piled" the loan to get more money from me. I need the loan amount to reflect my true balance left on the car loan. And not double what I owe.

  Business Response

  Date: 08/22/2022

  ear *************************, or to whom this may be concerned,
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and
  will address each of the customers concerns as follows.
  The customer, *************************************, originally entered a loan agreement with Lendmark Financial Services
  on January 10, 2020. The customers original balance was $8,569.65 which was financed for a term of 48
  months with monthly payments of $274.62, starting on July 1, 2022. The customer made payments on
  this loan and eventually paid off by renewal the outstanding balance of $4,771.48.
  The customer, then entered a loan agreement with Lendmark Financial Services on May 20, 2022. The
  customers original balance was $6,771.48 which was financed for a term of 36 months with a first odd
  payment of $314.27 and monthly payments of $264.26, starting on July 1, 2022. As part of the renewal,
  the customer was issued a $2000.00 check to address expenses in their life.
  The interest for both of these loans were precomputed using the Rule of 78, which means the interest
  was calculated upfront instead of calculated as the balance is paid down. If during the loan the customer
  only makes the minimum payment and makes those payments on time or before the due date, the total
  of payments for the loan renewed on May 20, 2022, will be $9,563.37.
  Due to the Rule of 78, should the customer want to pay off the loan off early, there is a potential the
  customer will pay less than the total of payments.
  During this renewal process, the automobile was appraised, and a photo of the odometer was taken. As
  the Lendmark branch advised, in order for the branch to move forward with lending the $2000.00, the
  current value of the vehicle would be taken into account. As the vehicles value was in the appropriate
  range, the Lendmark Branch was able to renew the loan and provide a check to the customer.
  On July 5, 2022, the customer and had an opportunity to speak to the Lendmark Branch employee
  regarding their account as there was still some confusion as to why there was one new loan and not two
  loans. The Lendmark employee explained to the customer that with the type of loan requested and with
  the information provided by the customer that renewing the original loan with the extra funds opposed
  to originating a new loan alongside the original loan gave the customer the least monthly payment
  amount (see above payment decreased approximately $10 a month and term decreased by 12 months).
  The customer advised they may have misunderstood the renewal process during the closing of the loan
  and the Lendmark employee advised if any further questions or complications arise during the loan, to
  give the branch a call. The customer seemed satisfied at the end of the call.
  We trust that our response sufficiently addresses Mrs. *********** concerns.

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/15/2022 we were referred from auto dealership to Lendmark Financial for our auto loan. We did not realize they are not even an auto loan company. They offer financial services in this manner to enable themselves to "legally" apply a ridiculously high interest rate. They do this knowingly and I do not recall if they disclosed this information to us or not. There are state limits to how much interest can be applied to auto loans due to cars depreciation. 21% in ************. Ours is at *****%. And worst yet it was only recently disclosed to us when asking to receive our pay-off amount for the vehicle we purchased could be ******** when our total amount financed was ********. This is after almost 6 months of payments or will be by 08/15/2022. The math shows that after paying ****** monthly that only ****** was applied to our total principal on vehicle. The rest of the is going towards usury interest. The representative at the ************ ** branch verbally explained to us that in the beginning it is applied this way almost all going into interest and "later" on more would apply to principal. Where or when was that disclosed to us in writing? There is no incentive to paying more towards loan to come out from under this. Because you cannot. The amount financed in interest alone is about the original purchase price of vehicle. Vehicle cost *****. Payoff of our previous loan ********, total amount financed *********. Total interest cost ********. This means for 5 months of payments at ****** per only ***** monthly went to vehicle principal. Meaning ****** monthly interest to them, and ***** towards vehicle principal. We would like amount paid towards car applied to principal in order to sell car at ******** in order to pay off the loan to them at once.

  Business Response

  Date: 08/23/2022

  
  Dear ***************************** and ******************
  
  Thank you for bringing this matter to our attention. Lendmark has reviewed the complaint and submits this letter in response to Ms. ******** concerns.
  
  ****************** obtained an installment loan with Lendmark on February 15, 2022. Lendmark is licensed as ************************* by the ************ ********** of ******* and Securities pursuant to the ************************* Act (the Act).  As permitted by the Act, the interest for the loan was computed using the precomputed interest computation method. Further, as also permitted by the Act and disclosed on the loan agreement, upon prepayment in full the customer is entitled to a refund of unearned interest at the time of prepayment, which is computed according to the Rule of 78s refund method.  As such, as the loan is repaid according to its repayment schedule a greater portion of each payment will go towards interest earlier in the repayment schedule as opposed to later in the repayment schedule, when a greater portion of each payment will be applied to the principal. 
  Therefore, when ****************** requested a payoff quote 6 months into the loan, the quote accounted for interest being rebated on the requested payoff date in accordance with the Rule of 78s, whereby, a greater portion of each of the payments made to date were applied to the interest component of the total of payments.
  Lendmark maintains that the interest charged on the loan and the computation method are compliant with the applicable provisions of ************ law.  
  We trust this resolves the complaint brought forth and should you or the customer have any further questions, please do not hesitate to contact Lendmark Financial Services. You can do so by utilizing our customer contact portal accessing the link below.
  
  https://www.lendmarkfinancial.com/Contact

• Initial Complaint

  Date:08/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Loan is only 13 mouths old i pay ***** on a ***** loan is 60 month i pay 2 payments a month i nterest not be so much

  Business Response

  Date: 08/17/2022

  Dear ***********************-******, or to whom it may concern
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address each of the customers concerns as follows.
  
  The customer, ***********************, entered a loan agreement with Lendmark Financial Services on April 21, 2021. The customers original balance was $16,348.17 which was financed for a term of 60 months with an interest rate of *****% and monthly payments of $463.67, starting on May 21, 2021.
  
  The customers interest for this loan is calculated using the daily simple interest rate. This means that interest accrues on a daily basis on the unpaid portion of the principal balance. When the customer makes a payment, the interest that is due from the date the last payment was received, will be collected before any portion of the payment is applied to the principal.Therefore, if the customer is unable to make full payments on their due dates,they will have to pay more interest than they would have if they paid on time.It is even possible that if the number of days between the payments is too great, the amount of interest due may actually exceed the payment amount resulting in no reduction to the principal balance that month, as the entire payment will be applied to the interest due.
  
  When reviewing the payment history of the account, Lendmark identified the customer has made the first 19 of 60 payment. As of the date of this response, the customers principal balance is $10,897.59 and the customer currently has $109.77 in outstanding in interest.Additionally, the customers outstanding daily interest per diem is $6.86 which will be the amount of interest that is added daily until a payment is made.Should the customer want to get the principal balance reduced, they should pay more than the outstanding amount of interest accrued. The payment will first go toward interest and any additional funds will reduce the outstanding principal balance.
  
  Furthermore, there is no prepayment penalty for this type of loan and if the customer wants to make more than the minimum payment, once the payment has first gone toward interest, the remaining payment amount and any additional funds will be applied to the principal balance.
  
  In addition to this response, Lendmark has mailed a copy of the customers payment history to provide ledger of payment activity.
  
  We trust this resolves the complaint brought forth and should you or the customer have any further questions, please do not hesitate to contact Lendmark Financial Services. You can do so by utilizing our customer contact portal accessing the link below.
  
  https://www.lendmarkfinancial.com/Contact

• Initial Complaint

  Date:08/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Las week on July 27th, 2022 I had two payments remaining on a loan to Lendmark. I made both payments online for a total of $362.72. I check ** loan online and it was shown as paid in full, zero balance. I was on automatic withdrawal but I assum** since I was paid in full there would be no more money taken out of my checking account. Well on August 2, 2022 they took $181.36 out of my checking account. I call** the office list** in this complaint as this is where my loan originat** and simply want a refund for the over payment of $181.36. Also this ******** my checking account and caus** me fees but I did not even bring that up. I sent a statement with my last four digits of my account number on it and also showing the money ****************** took out. **** who works there claim** they could not verify me by that statement so I call** KeyBank and was inform** they inde** could because no other person in the world would have the last four digits of my account number assign** to them. *** also gave me the trace ID numbers so ****************** could trace the money but **** had no interest of writing those down. I have even sent them a copy of a void** check and a statement of my Key account with my name and last four digits of my account number. This is after three years of using my account to take payments out. **** was rude, treat** me like an idiot, and was looking for reasons not to refund my over payment of $181.36. I only want what is ow** to me. *********************

  Business Response

  Date: 08/17/2022

  Dear ***********************-******, or to whom this may be concerned,
  
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address each of the customers concerns as follows.
  
  The customer, *********************, paid their account in full on July 28, 2022.When the customer paid their account in full, they happened to overpay the loan by $184.19. The Lendmark branch advised that they would need proof of payment clearing in order to reimburse the customer. The customer was out of town at the time of the exchange and was only able to provide mobile screenshots of the transaction. The branch was unable to issue a refund check with the information immediately provided.
  
  On August 10, 2022, the customer was issued the refund check of $184.19 after the Lendmark branch was able to acquire documentation from the customer with all the information that would prompt a refund. Should the customer want to utilize *************************************** again in the future, we encourage the customer to contact their local branch to start an application process.
  
  We trust this resolves the complaint brought forth and should you or the customer have any further questions, please do not hesitate to contact Lendmark Financial Services. You can do so by utilizing our customer contact portal accessing the link below.
  
  https://www.lendmarkfinancial.com/Contact

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took out a loan with them and refinanced my car. Ran into some trouble and got rudely spoken to and told it was time to sell my car. So I turned in my car to them and they will not provide me proof they have my vehicle.

  Business Response

  Date: 08/15/2022

  Dear ***********************-******, or to whom this may be concerned,
  
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address the customers concerns as follows.
  
  The customer ended up dropping off the collateral at a Lendmark branch on July 25, 2022. On August 2, 2022, the customer was mailed a copy of the Notice of Intent (***). The *** outlines that Lendmark has repossessed your property and outlines steps you can take to recover your property or to pay your remaining balance. If you have not received a copy of your *** by the time you receive this response, please contact your local Lendmark branch in ******,** to acquire a copy.
  
  We trust this resolves the complaint brought forth. Should you or the customer have any further questions, please do not hesitate to contact Lendmark Financial Services. You can do so by utilizing our customer contact portal accessing the link below.
  
  https://www.lendmarkfinancial.com/Contact

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just signed a contract to purchase a vehicle and the next day I was fired. I told them that I wouldnt be able to purchase the vehicle anymore. They to explained to me that there was no turning back. I dont feel like was appropriate because I cant afford the vehicle.

  Business Response

  Date: 08/15/2022

  Dear ***********************-******, or to whom this may be concerned,
  
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address each of the customers concerns as follows.
  
  On August 2, 2022, the customer contacted the *******, ** ****************** branch to advise that the customer had recently lost their job. As the loan was not funded yet, the branch cancelled the loan and the account was voided out.
  
  We trust this resolves the complaint ****** forth and should you or the customer have any further questions, please do not hesitate to contact Lendmark Financial Services. You can do so by utilizing our customer contact portal accessing the link below.
  
  https://www.lendmarkfinancial.com/Contact

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17657893
  
  I am rejecting this response because: It has appeared on my credit report. So how was it canceled. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/23/2022

  Please note that the CRAs (Credit reporting Agency) are separate entities from Lendmark and Lendmark does not control the amount of time it may take for the CRAs to process this request.  If 30 days have passed since you received this response and your credit report does not reflect this change, we ask that you contact ** in writing at the address provided below in order to investigate. Lendmark Financial Services, ******************************* ************************************************************** 30014. 
  

• Initial Complaint

  Date:07/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had payoff my current loan with them & wanted to reapply for a new loan. The representative *****, was helping me complete the application over the phone. What I find unfair as a consumer is that they ran my credit FIRST & THEN started to collect my employment information. As shes asking questions about my credit report & new employer information, she asked if in my paystubs it shows my tax reductions. I told her I recently switched to exempt but I do receive direct deposit & have my paystubs. She tells me that because I show exempt I need to provide 6 months of bank statements (totally fine) & I had to file a **** form when doing my taxes. Okay, Ive always been exempt & never filed a ****? Im not self employed or a self contractor. Im an employee, literally on payroll receiving direct deposit. So she proceeds to tell me my loan wont get approved because im exempt? And if Im exempt I had to be employed with the same company for more than 2 years? Doesnt make sense at all. She shouldve updated ALL my information FIRST & THEN ran my credit. By updating my information first, she wouldve been able to tell me they wont approve me based off my exempt status and avoid running my credit and showing that hard inquiry. I need this to be fixed, its unfair & deceptive to the consumer/customer.

  Business Response

  Date: 08/11/2022

  
  Dear ***********************-******, or to whom this may be concerned,
  
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address each of the customers concerns as follows.
  
  The customer, ***********************, filled out an application for credit with Lendmark on July 29, 2022. At the time of application, in order for Lendmark to assess the creditworthiness of an application, Lendmark requests the customers credit report. This is fully disclosed up front at the time of loan application and on July 29, 2022, the customer gave consent online to ****************** to soft pull of their credit.
  
  When the application was returned from the credit reporting agency, the customers income was reviewed for adherence to Lendmark Underwriting Policy and Procedures. As the income presented did not meet the requirements to be used for budgeting a loan, the branch was unable to proceed with underwriting a loan.
  
  If the customer can produce a paystub, and share those documents with the branch, the application for credit remains open until August 26, 2022 and the branch can continue the application income review process.
  
  We trust this resolves the complaint brought forth. Should you or the customer have any further questions, please do not hesitate to contact Lendmark Financial Services. You can do so by utilizing our customer contact portal accessing the link below.
  
  https://www.lendmarkfinancial.com/Contact

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17643375
  
  I am rejecting this response because: I would like to know where I can read about Lendmarks Policies for approving a loan. The representative informed me my loan would not get approved because Im exempt, even though I informed her more than once I have pay stubs that show my income & other deductions that are mandatory by the State. I did give consent to run my credit not knowing the income update came after running my credit. The representative told me, she needs to run my credit, review my credit report with me & then submit the application for the final process. I was never informed income information would be updated AFTER the hard credit inquiry. I dont believe the call was recorded, because when I called there was no recording stating calls are being recorded nor was I notified by the representative herself. Otherwise, it would be a good idea to listen to the call. If I believe so, shouldnt ALL of the customers information be updated BEFORE running credit? Pulling a credit report should be the last step in any application. How is it fair to the consumer/customer to run the credit first AND THEN update income? Update ALL information first so in case the customers income information doesnt meet their Underwriting Policies for Loan Approval there will be no need for a hard inquiry. I do not wish to submit my paystubs anymore, I would like Lendmark to make this right by removing the hard inquiry from my credit report, thank you.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/07/2022

  Dear ***********************-******, or to whom this may be concerned,
  
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address each of the customers concerns as follows.
  
  The customer, ***********************, filled out an application for credit with Lendmark by visiting www.lendmarkfinancial.com on July 29, 2022. At the time of application, in order for Lendmark to assess the creditworthiness of an application, Lendmark requests the customers credit report. This is fully disclosed up front at the time of loan application and on July 29, 2022, the customer gave consent online to ****************** to soft pull of their credit.
  
  When the credit file was initially returned to Lendmark, there was a notation of a security freeze on the customers credit file. On July 29, 2022,after the customer had already filled out the credit application online and gave consent for a credit pull and before Lendmark had any knowledge of the customers income situation, Lendmark advised the customer that there was a credit freeze on file for the customer and in order to move forward with the assessment of the application the credit freeze would need to be lifted. On that same day after having the conversation with the customer, the customer advised that the credit freeze was lifted and gave permissible purpose for Lendmark to pull a soft inquiry on the customers tradeline.
  
  When the application was returned from the credit reporting agency, the customers income was reviewed for adherence to Lendmark Underwriting Policy and Procedures. As the income presented did not meet the requirements to be used for budgeting a loan, the branch was unable to proceed with underwriting a loan.
  
  Lendmarks Underwriting Policies and Procedures are proprietary and non-public information; we will not be able to release those policies for the customer.
  
  Lastly, ****************** will be unable to remove the credit inquiry as there was permissible purpose before pulling the customers credit file. For more information regarding the different types of credit inquiries (soft and hard) you can visit Experians site at www.Experian.com.  
  
  We trust this resolves the complaint brought forth. Should you or the customer have any further questions, please do not hesitate to contact Lendmark Financial Services. You can do so by utilizing our customer contact portal accessing the link below.
  
  https://www.lendmarkfinancial.com/Contact

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30, 2022 at 5:01pm an individual from Lendmark called the "work" number I provided them. The number they called is a direct line to the lab in which I work. It was my day off and I was not at work. A co-worker answered the phone and was engaged in conversation by the Lendmark associate. The Associate upon realizing that I could not be reached asked my co-worker (whom I have a written statement from to file a complaint with the **** stated the associate then asked if I was currently work at this location and advised them to have me call Lendmark back because they were going to begin garnishment procedures. My co-worker advised the associate that this conversation was inappropriate and they did not think it was appropriate for the associate to discuss such information. My co-worker contacted me immediately to report the incident. In return I called the Lendmark office and was told by an associate ******* (I believe). Ms. ******* stated that the call was most likely from Lendmark's ******** office and that she would research the incident and call me back. I did not receive a call back and as my job has and incoming call ID the number is listed and time stamped. The number in which the call came from was in fact the Mechanicsville location. When I finally spoke to a manager on July 28, ***** The manager ********* (I believe) was given several excuses and justifications for the incident. She stated my co-work must have twisted the verbiage and that they were most likely asking for the "address" for garnishments. . This explanation does not make since as a court order that follows a Money judgement through court proceeding. I believe that this was a form of intimidation and grossly violated my rights as a borrower and violated ********** consumer laws and regulations.

  Business Response

  Date: 08/09/2022

  
  Dear ***********************-******, or to whom this may be concerned,
  
  Thank you for bringing this to our attention. Lendmark had the opportunity to review the complaint and will address each of the customers concerns as follows.
  
  At Lendmark Financial Services, we value each customer and appreciate receiving the feedback from their experience with our services. For the customer, *************************, we have referred the account to the Senior Vice President of the companys ********************** The Senior Vice President,***************************, has left a message on your phone to discuss settlement options for this account.

  Please call *************************** back at ************ to discuss your account further.