Complaints

This profile includes complaints for Mariner Finance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mariner Finance, LLC

  8211 Town Center Drive Nottingham, MD 21236

• 

  Mariner Finance, LLC

  325 Sanford Dr Morganton, NC 28655-2555

• 

  Mariner Finance

  145 Wolf Rd Albany, NY 12205

• 

  Mariner Finance

  2742 Plank Road Altoona, PA 16652

• 

  Mariner Finance

  560 Clairton Blvd, Suite D Pleasant Hills, PA 15236

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:06/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 got a loan from Mariner Finance on 3/20.2023,loan # **************. I thought that I had told the loan officer that I did not want autopay, she set me up for autopay. I had set up bill pay for the bills to be paid from my bank account. Double payments were made in the amount of $313.92 on May 1, 2023 and May 3, 2023 and they are refusing to refund me a payment. I am requesting a refund in the amount of $313.92.

  Business Response

  Date: 06/16/2023

  Thank you for contacting us. Mariner Finance, LLC (Mariner)takes customer concerns seriously, and our ***************************** has thoroughly researched this complaint.  Ms. ***** entered into her current loan with Mariner on March 20, 2023.  The executed contract requires one (1)payment of $313.92, followed by thirty-none (39) payments of $251.62 with the first payment due on May 1, 2023.  At the time of loan closing, Ms. ***** account was set up for recurring payments as evidenced by the signed Auto Pay Authorization form.  On June 6, 2023, Ms. ***** contacted Mariner stating that Mariner processed two payments from her account.  Ms. ***** was advised that her account was set up on auto pay.  Ms. ***** stated that she was unaware that she enrolled in auto-pay and had set up recurring payments with her financial institution, resulting in two payments being sent to Mariner.  As a courtesy, Mariner has refunded Ms. ***** her duplicate  payments of $313.92. Ms. ***** account is now next due for June 1, 2023.  For any additional questions regarding this matter, please contact Mariners ***************************** at ************.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20150733
  
  I am rejecting this response because: I was not refunded $313.92. I was refunded $251.62 via a check sent to me. My review of my online account indicates that a next payment is due 8/1/23. If that is the case then I will accept that resolution.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/26/2023

  Thank you for the additional feedback.  Ms. ***** is correct.  The servicing branch location issued a refund for Ms. ***** scheduled recurring payment of $251.62 and posted her mailed payment of $313.92 to the account, which makes her account next due for August 1, 2023.  Recurring payments were discontinued on the account per Ms. ***** request, so Ms. ***** will need to submit her August 1st payment as it will not automatically be processed.  For any additional questions, Ms. ***** may contact her servicing branch location or Mariner's ***************************** at ************.

• Initial Complaint

  Date:06/07/2023

  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.

  Hello. I reached out here earlier this year, but haven't heard back. So I am trying again. I was recently in the hospital, and just now getting back to things as normal as I can, and trying again here. I am aware this has been charged off, but I am still trying. I did send a couple of checks prior to it being closed and my checks were never cashed. Additionally, I can not make any payments online aside from the entire amount. Even prior to being closed, I couldn't make a regular monthly payment online. I don't have that large amount, but I am trying and have been trying for several months now to make monthly payments towards this even though it is closed. Please advise how I can make payments. I don't have much extra money each month, but I am trying to resolve this as best I can and put money towards it on a regular monthly basis. Is there a way I can pay online for any amount? As opposed to being blocked from utilizing the online payment portal? And if I can't, what address can I use for checks where they will actually be received and cashed properly? Thank you.

  Business Response

  Date: 06/14/2023

  Thank you for contacting us. Mariner Finance, LLC (Mariner) takes customer concerns seriously, and out ***************************** has thoroughly researched this complaint.
  
  Ms. ****** stated she submitted a prior complaint to Mariner and never received a response.  Please find attached Mariners response to Ms. ******* complaint from September 2022.
  
  Ms. ****** entered into her current loan with Mariner on May 17, 2022.  The executed contract requires One (1) payment of $194.07 followed by forty-one (41) payments of $145.72 with the first payment due on July 1, 2022. As of the receipt of this complaint, Mariner has only received one payment toward the loan balance.  Because of the delinquency status of the account, it is classified as a charge-off account which remains legally collectable.
  
  At the time an account is opened, ********************** provides customers with information on all of the options available for making loan payments and viewing account information. Payments are accepted via debit card, cash, money order, and ACH and payments may be made by mail, in-person, by phone, or through Mariners online *********************** (***). When making payments online, the full contractual payment amount due must be submitted.  If a payment is attempted through the *** for less than the total amount due the time, a message appears directing the customer to contact the local branch.
  
  ************* has additional questions regarding this matter,we ask that she contact Mariners ***************************** at ************.  ************* would like to make payment, she may contact Mariners ******************* at ************.

   

  Mariner Finance

  Customer Relations

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20146001
  
  I am rejecting this response because:

  I'm sorry but this doesn't help answer my question whatsoever.  I have asked several times on how I can make payments towards this and no answer is given.  I am not talking about when the account was open.  I am talking about NOW.  Even though the account is charged off, I am STILL here trying to pay towards it. 

   Additionally I sent several checks to the local branch which were not cashed.  I am not sure if they were tossed in the garbage, or sitting in a drawer or what.  I made several attempts to make payments towards this.  I am aware I got behind at one point and I am aware this account is charged off.  I have myself stated several times 'I am still trying to make payments towards this account even though it is CHARGED OFF'.  I am well aware of the debt, and this response is just a lot of fluff verbiage that doesn't answer how I can make payments NOW even though the account is charged off.  I have asked several times.   

  I have had consistent issues with Mariner not providing me HOW to make payments even though the account is charged off.  I am well aware the debt is still owed, and that is why I have reached out SEVERAL TIMES.  But they are incredibly unhelpful.  

  I am not going to call a number to go through all of this over and over.  I need either a physical mailing address to send checks, that WILL BE CASHED, or better yet an online payment portal where I can make payments towards the balance so I can get started on paying this immediately. 

  Is it that difficult to provide someone the information on how to make payments?

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/14/2023

  Thank you for the additional feedback.  As stated in our original response to Ms. ********************* are accepted via debit card, cash, money order, and ACH and payments may be made by mail, in-person, by phone, or through Mariners online *********************** (CAC). To further clarify, if Ms. ****** is unable to pay online, she is welcome to contact our ******************* or her servicing branch location to do a payment by phone. She may mail a money order or certified funds, pay in person at a Mariner branch, or send a payment using the bill pay feature available with her financial institution.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20146001
  
  I am rejecting this response because:
  

  In the initial response from Mariner, they are actually stating their forms of payment during when the account was open.  They have consistently ignored stating specifics now that the account is closed and charged off.

  That being said, I was finally able to get back into the website and make the regular monthly payment online.  I had been blocked from doing do even prior to being charged off.  But it appears since I submitted my BBB complaint something got reset so I can make online payments again.  Why no one at Mariner has bothered to provide this information in the responses is truly beyond me. It could have been simply and easily answered that the online portal is open again for me to go in and make payments of any amount and it will now be accepted.  

  Additionally I have asked more times than the fingers on my hand for an ADDRESS to mail a payment to where my checks will be received and cashed.  As you can see that has been consistently ignored.  Do not respond with a phone number.  Please give me a PHYSICAL MAILING ADDRESS as a backup to make payments in the event the online portal blocks me again.  When I sent checks to the Mariner location '***************************************************' none of my checks I mailed were cashed.  So I need an address where my checks, if I need to send any, WILL BE CASHED PROPERLY.  

  This is about the 8th time I have asked for a mailing address.  Not a phone number, an address that you write on an envelope. 

  Is that so hard to provide?

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/07/2023

  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.

  Mariner Finance, LLC ************************************************************************************* Account #: ************ Verification is #4 in debt validation law. Verification is a sworn statement/ affidavit of truth. I have also provided you with Black Law definition of verification below as you are partaking in willful non compliance 15 U.S.C. 1681n - Civil liability for willful noncompliance. I demand proof of delivery letter within 14 days of reporting account. I request certified mail tracking number. If you cant provide the requested information then I demand that you delete this tradeline asap and cease and desist all collection activity including reporting the account. I will take reasonable steps to get justice for the pain you caused ***** pleading. A certain formula with which all pleadings containing new affirmative matter must conclude, being in itself an averment that the party pleading is ready to establish the truth of what he has set forth. In practice. The examination of a writing for the purpose of ascertaining its truth; or a certificate or affidavit that it is true. Verification- is not identical with authentication. A notary may verify a mortgagees written statement of the actual amount of his claim, but need not authenticate the act by his seal. ****** v. ******, **************************. Confirmation of the correctness, truth, or authenticity of a pleading, account, or other paper, by an affidavit, oath, or deposition. See ******** *. ***********, 134 111. 126, 25 N. E. 429; Summerfield v. Phoenix Assur. *** (C. C-) 65 Fed. 296; ********* v. ********, 6 App. Div. 127, 40 N. Y. Supp. 581.

  Business Response

  Date: 06/15/2023

  Thank you for contacting us. Mariner Finance, LLC (Mariner)takes customer concerns seriously, and out ***************************** has thoroughly researched this account.
  
  ***** ******** entered into the loan with Mariner on September 15, 2021.  The executed contract requires forty-eight (48) payments of $477.75 beginning on October 15, 2021 and was secured by a perfected lien on Mr. ******** 2013 Dodge Charger.  The account is currently past due for August 15, 2022 contractual payment obligation.  Because Mr. ******** defaulted on his loan,and no payment arrangement was achieved, Mariner initiated legal action to collect the account on December 9, 2022. In order to protect the confidential information of our customers, ********************** requires verification of the requestors identity prior to providing loan or related documents.  Mr. ******** may visit his local Mariner branch with a copy of his government issued photo identification to receive a printed copy of the original loan document, or he may send a copy of his government issued Identification to Mariner Finance, ********************************************
  
  For any additional questions regarding this account, we ask that Mr. ******** contact Mariners ***************************** at ************.  If he would like to make a payment, we encourage him to contact Mariners ******************* at ************.

  Mariner Finance- Customer Relations

• Initial Complaint

  Date:05/31/2023

  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 wife ***** is on disability, ***** went to an old friend from high school and was told to come to the car lot and hed get us into a vehicle. We didnt need a buy here pay here as our credit and funds were ok. This car lot made fake work history and scammed my wife into a vehicle with ******* charged to her credit card,and fake employment history. We fell on hard times and mariner finance allowed us to borrow 3k and took our ****** dollar truck as collateral? It was not paid off, and now we owe almost 18k? Mariner found out my wife is on disability and sent a letter from a lawyer for me to pay off as a co-signer? Because they figure cant go after a woman on federal disability so now I have ****** debt on my credit as a result? So here the old truck sits until they can come scoop it up as I will not pay them a dime.. SCAM artists and LOAN SHARKS BEWARE

  Business Response

  Date: 06/07/2023

  Thank you for contacting us.  Mariner Finance, LLC,(Mariner) takes customer concerns seriously, and our ***************************** has thoroughly researched this complaint. 
  
  **** ********** *** entered into a loan with Mariner Finance, LLC (Mariner) as a co-owner on April 2, 2021.  The loan was secured by a perfected lien on a 2013 ***** Pilot. Mariner paid $11,492 to Family First Federal Credit Union to pay the remaining balance owed on the vehicle, and provided additional cash to both borrowers in the amount of $4,774.79. The terms of the loan are clearly and prominently displayed on the signed loan agreement and copies of the documents were made available to both borrowers.
  
  Mr. ********** entered into his current loan with Mariner as joint borrower on December 17, 2021 by refinancing his previous Mariner loan.Through this loan, both customers *********************** the net balance of $18,317 and received an additional cash advance of $1,500. The contract requires fifty-four (54) payments of $577.01 beginning on January 17, 2022 and is secured by a perfected lien on the 2013 ***** Pilot. 
  
  Because the account remained past due for the January ******* contractual payment obligation and no payment arrangement was achieved,Mariner initiated legal action to collect the account on March 6, 2023. 
  
  As a data furnisher, Mariner has an obligation to provide accurate credit experience information under the Fair Credit Reporting Act.Based on our review, the information being furnished to the nationwide Credit ****************** regarding the account is accurate.
  
  Should Mr. ********** have additional questions regarding his account or if he would like to make a payment, we encourage him to contact Attorney ****** ****** at ************.

• Initial Complaint

  Date:05/30/2023

  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.

  found out today my interest rate on their loan is over 46 percent. my goodness that is high. i want this loan dropped and closed. i just reported them to the ** *** today for this

  Business Response

  Date: 06/01/2023

  Thank you for contacting us.  ***** ***** entered into his current loan with Mariner Finance, LLC ("Mariner") on April 4, 2023.  The executed contract requires one (1) payment of $163.53 followed by twenty-three (23) payments of $140.78 with the first payment due on May 15, 2023, and is secured by a perfected lien on a 2016 ****** Tundra.  

  Finance charges on Mr. ****** account are based on an interest bearing calculation as allowed by the state of ***************  All such terms are prominently disclosed in a transparent manner in the loan documents, which Mr. ***** acknowledged with his signature.  As disclosed on the contract,Mr. ****** interest rate is 29.99%.  ******** continues to submit frivolous disputes in relation to his loan, including automated credit disputes all of which have been investigated and responded to as required. 
  
  If Mr. ***** would like to speak with someone regarding his loan, we ask that he contact Mariners ***************************** at ************.  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20099841
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 06/01/2023

  the whiteville nc branch discriminated against me from getting multiple loans with them. so i called the lumberton nc branch and got a loan. i do not like that i was discriminated against from getting a loan. maybe because i am a disabled veteran with suicidal thoughts. i dont know. so i dont want anything else to do with this company. i will let the ** *** deal with them and the federal government

  Business Response

  Date: 06/01/2023

  Thank you for the additional feedback.  As previously advised, Mr. ****** current contract requires one (1) payment of $163.53 followed by twenty-three (23)payments of $140.78. The attachment provided by Mr. ***** with this complaint is not information provided by Mariner Finance and is not reflective of his loan terms with Mariner.    Mr. ***** has around the clock access to view his loan documents and payment history via Mariners Online Customer Account Center.  Mr. ***** may also contact his serving Mariner location to pick up a copy of his signed contract or request one be mailed to his address of record. 
  
  Regarding Mr. ****** claim of discrimination, we respectfully dispute this claim.  Mariner attempts to qualify all applicants for the most favorable loan terms available.  We reviewed Mr. ****** applications and find no basis for a discrimination claim.  The application dated January 12, ************************************** present credit obligations and insufficient collateral, and an adverse action notice was mailed to him the same day.  Mr.****** application dated April 4, 2023 was approved for funding resulting in his current loan with Mariner.  As previously advised, we have documented Mr. ****** account to no longer be contacted by Mariner.
  
  Mr. ***** has had several loans with Mariner and we appreciate his business and his service to our country.  For any additional questions regarding this matter, we ask that Mr. ***** contact Mariners ***************************** at ************ for assistance.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20099841
  
  I am rejecting this response because: the branch manager at the ***************** did not bother to check my credit in january or any other time. i dont know where they are getting this information from. but they are lying. this is discrimination and i do not appreciate what they are doing. i am going to contact my local news company and the federal government about them. this needs to be stopped. i am a disabled veteran and i do not have time for this
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/05/2023

  Thank you for the additional feedback.  Mr. ****** s credit report was obtained on January 12, 2023 in conjunction with his January 12, 2023 credit application.  Mr. ***** can confirm this information by reviewing the inquiries section of his credit report.  Mariner has appropriately responded to Mr. ******* complaint and requests he contact Mariner's ***************************** should he have additional questions regarding his current loan or previous applications.  

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20099841
  
  I am rejecting this response because: like i said before, i was indiscriminate against with them. I am not making this up. I am a disabled veteran. I will not be dealing with them anymore. I am looking to get my ssn changed because someone opened up a bank account in my name using it and accessed my reports so i had to put a freeze on them etc. once i get my new ssn i will not be giving it to mariner finance 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/22/2023

  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 am not liable for the debt with MARINER FINANCE. I do not have a contract with ************************** guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person.They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attatched as well, they are in major violation.

  Business Response

  Date: 05/25/2023

  Thank you for contacting us. Marine Finance, LLC (Mariner) takes customer concerns seriously, and our ***************************** has thoroughly researched this account.
  
  ***** ********* entered into the loan with Mariner on July 2, 2021.  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, and these documents are retained with the loan file.  In addition, a review of applicable records confirms multiple phone calls between Ms. ********* and her servicing Mariner branch using the phone number provided by Ms. ********* within this complaint,none of which indicate Ms. ********* has ever stated the account was opened fraudulently.  Ms. ********** made multiple ACH payments on the account before losing contact with Mariner and defaulting on the loan.
  
  Because Ms. ********** account remained past due for the November 2, 2021 contractual payment obligation, and all attempts to contact her failed, the defaulted account was sold to *************************  Based on our review, it does not appear that the account was opened fraudulently.  However if Ms. ********* would like to pursue a claim of identity theft in relation to her account, she will need to initiate a fraud claim. In order to do so, she must complete the attached ************************ Identity Theft Victims complaint and Affidavit and return them,along with a copy of her government issued photo identification and police report if available, to Mariner Finance, ********************************************.  Ms. ********* may also provide these documents to her local Mariner branch.
  
  Ms. ********* recently submitted an automated credit dispute on April 5, 2023 to the nationwide Credit ****************** in regards to her loan, which was investigated and responded to as accurately reporting. 
  
  For any questions regarding this complaint, or for assistance with a fraud claim, we ask that Ms. ********* contact Mariners ***************************** at ************.  For any additional questions regarding the account, or to make a payment, ************ may contact ******************* at ************

• Initial Complaint

  Date:05/22/2023

  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 was a customer of ********************** for about 18 months, and I had always strived to make my payments on time. However, due to the unprecedented circumstances brought about by the COVID-19 pandemic, my family and I faced financial and health difficulties that made it challenging for me to meet my payment obligations on a few ************* of the most concerning aspects of Mariner Finance's approach during this time was their insistence on in-person deposits for missed payments, or alternatively, a certified check which had the same effect of having to conduct an in-person visit to a bank branch. In the midst of a global health crisis, when social distancing and minimizing in-person interactions were strongly encouraged, Mariner Finance's requirement for in-person deposits was not only inconvenient but also posed a significant risk to the health and safety of customers. It is astounding that ********************** was not prepared to handle alternative payment methods, such as debit card payments, which are widely accepted and easily ************* is deeply disappointing that Mariner Finance did not take appropriate measures to adapt their payment procedures to the current circumstances. Many other financial institutions and service providers swiftly implemented contactless payment options to ensure the safety and convenience of their customers. Furthermore, I believe that **********************'s negative credit reporting during this period was unjustified and punitive given the limitations of their systems to accommodate contactless payment alternatives. It is unjust to penalize customers for temporary lapses in payments leading to an inability to make contactless payments. Negative credit reporting can have severe and long-lasting consequences,I understand that they have since made accommodations to allow debit card payments, however, that was not available during the majority of the pandemic.

  Business Response

  Date: 05/25/2023

  Thank you for contacting us. Marine Finance, LLC (Mariner) takes customer concerns seriously, and our ***************************** has thoroughly researched this account.
  
  **** ***** entered into the loan with Mariner on May 14,2021.  The executed contract requires thirty-six (36) payments of $148.45 beginning on June 14, 2021.  At the time the account was opened, Mr. ***** was provided with information on all of the options available for making loan payments and viewing account information. At the time Mr. ****** account was opened, ********************** accepted ACH payments, cash, money order, and certified funds and payments may be made by mail, in-person, by phone, or through Mariners online *********************** (CAC) unless otherwise restricted. 
  
  Per Mariner's policy, when two or more payments are returned within a six-month time frame, the customer is notified that check and ACH payments (including those made online) are suspended until three (3) full contractual payments have been made in the form of cash or cash equivalent such as a debit card, money order, or certified funds. You had two (2) payments returned from your financial institution due to insufficient funds (NSF) dated June 14, 2021, July 14, 2021. 
  
  A review of the account confirms that ********************** made reasonable attempts to contact Mr. ***** to discuss his account and offer potential relief options that may have been available at the time.  Because Mr. ****** defaulted on his loan it is classified as a charged-off account, which remains legally collectable.  Based on our review, the information furnished by Mariner to the nationwide Credit ****************** is accurate.  **************** have additional questions regarding this matter, we ask that he contact Mariners ***************************** at ************.
  

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20066142
  
  I am rejecting this response because: the complaint I filed with the Better Business Bureau concerning Mariner Finance and their inadequate response addressing my concerns regarding the provision of a contactless method for making payments during the worldwide pandemic. It is crucial to highlight the misleading and false information provided by Mariner Finance in their response to my complaint.
  
  In their response, Mariner Finance claims that customers have several options to cure missed payment, including a cash payment, a cash equivalent payment such as a money order or certified funds, and a debit card payment option. However, I would like to highlight that the only truly contactless option among those listed is the debit card payment as the other methods listed require in-person visits to either their branch, a bank or a post-office, which I pointed out in my previous letter.
  
  Contrary to Mariner Finance's claims, the debit card payment option was not available at the time. I have attached an email sent by Mariner Finance to all of their customers in October 2021, titled "Debit Card Payments Coming Soon," which clearly demonstrates that this option was not yet available for me to bring my account current in mid 2021. It is disconcerting that Mariner Finance would state otherwise, misrepresenting the facts and misleading both their customers and the ********************.
  
  My initial complaint centered around the fact that, during the pandemic, Mariner Finance was unable to accept contactless payments for individuals who had two missed or returned payments during a 6 month period and who wished to bring their accounts current. This issue is not about the collectability of a debt, as this debt has been paid in full; rather, it concerns the lack of contactless payment options available during an unprecedented global crisis. The inability of Mariner Finance to provide such options for individuals unwilling to venture into public during the pandemic had severe and unfair ramifications on individuals' credit reports.
  
  I urge you to thoroughly investigate this matter and hold Mariner Finance accountable for their false statements and failure to address the core concern I raised in my initial complaint. It is essential that businesses prioritize the safety and well-being of their customers, especially during challenging times like a pandemic.
  
  I appreciate your attention to this matter and I trust that the Better Business Bureau will take the necessary steps to ensure a fair resolution. Please do not hesitate to contact me if you require any additional information or documentation to proceed with the investigation.
  
  Thank you for your assistance in this matter.
  
  Sincerely,
  **** *****

  Business Response

  Date: 05/30/2023

  Thank you for the additional feedback.  As stated in our initial response, At the time Mr. ****** account was opened, ********************** accepted ACH payments, cash, money order, and certified funds and payments could be made by mail, in-person, by phone, or through Mariners online *********************** (CAC) unless otherwise restricted.  Debit card payments may not have been an available option at the time, however Mr. ***** could have made an electronic payment via phone or online via his checking account, in addition to the ability to mail his payment to Mariner.  With so many available options to make timely payments, Mariner is unable to honor Mr. ******* request to alter his credit reporting.  

  Mariner ***** also contacted Mariner's ***************************** directly with his rebuttal to our initial response, and we did respond to his direct communication as well. For any additional questions, please contact Mariner's ***************************** at ************.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20066142
  

  Dear BBB,
  
  I am writing to express my dissatisfaction with the response provided by Mariner regarding my complaint. It is evident that Mariner continues to misrepresent their policies, both to myself and to the BBB. I urge you to consider the inconsistencies in the two responses previously provided by Mariner.
  
  In their response to BBB dated Thursday, May 25th, Mariner clearly stated their policy regarding suspended payments. According to their own words, when two or more payments are returned within a six-month timeframe, customers are notified that check and ACH payments, including those made online, will be suspended until three full contractual payments have been made in the form of cash or cash equivalents such as a debit card, money order, or certified funds. They specifically referred to my two payments returned due to insufficient funds on June 14, 2021, and July 14, 2021.
  
  However, in their latest response to BBB dated Tuesday, May 30th, Mariner contradicted their previous statement. They now claim that I could have made electronic payments via phone or online through my checking account, in addition to the option of mailing my payment to Mariner. They emphasized the availability of numerous payment options and expressed their inability to honor my request to alter my credit reporting.
  
  The inconsistency between these two statements raises a valid concern. How can both statements be true? In one response, I am informed that check and ACH payments are suspended until three contractual payments are made, while in their latest response, Mariner suggests that I had the option to make electronic payments. These conflicting statements cannot both be accurate. Moreover, the suggestion of mailing a check to the office contradicts their own email to BBB on May 25th, where they stated that checks were not accepted. This means that the only acceptable checks were certified funds, requiring a visit to a bank branch during the ***** pandemic. It is unreasonable to expect an in-person meeting at a bank during a worldwide health crisis.
  
  To summarize, it is evident that Mariner had no contactless method in place to accept payments from individuals in my situation during the pandemic. They refused to accept checks or ACH payments, as stated in their response to BBB on May 25th. Furthermore, they now admit the absence of debit card payments, despite claiming their availability in their response on May 25th.
  
  I appreciate your attention to this matter and kindly request your assistance in addressing the inconsistencies and misrepresentations presented by Mariner. Thank you for your prompt attention to this issue.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/15/2023

  Thank you for forwarding Mr. ****** additional feedback. 
  
  We understand Mr. ***** complaint, however felt it important to clarify that although Mariner did not offer debit card payment options at the time Mr. ****** account was opened, customers were provided multiple ways to pay including contactless payment options in the form of ACH. Unfortunately Mr. ***** was unable to take advantage of that option due to restrictions placed on his account because of multiple returned electronic payments.   In addition, Mr. ***** did not communicate with Mariner to see if there could be any consideration made on his account due to his specific challenges with the Covid-19 pandemic, though we made multiple attempts to contact him for arrangements.  While we understand the impact of the pandemic, it is the customers responsibility to ensure their loan payments are received in a timely manner or to communicate with Mariner to discuss potential arrangements to avoid delinquency.
  
  Our Customer Relations Manager called Mr. ***** to discuss his concerns in an effort to resolve this matter.  We ask that he return the call at his earliest convenience, or contact Mariners ***************************** at ************.

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20066142

  BBB,

  I am responding to Mariner Financials' recent communication regarding my complaint against them. I appreciate your assistance in resolving this matter and would like to address the misrepresentations made by Mariner Financial in their response.

  
  Firstly, I would like to bring to your attention the inaccuracies stated by Mariner Financial. They claim that I did not contact their office or request accommodations. However, I have attached an email I sent to Mariner on August 26, 2021, in which I clearly discussed my situation and requested a form to make an ACH payment. As noted in the email, their response was to call the branch. I followed their instructions and informed Mariner of my battle with Covid during the phone call, requesting I be allowed to make an ACH or debit card payment. Unfortunately, I was told that neither option was available. The only alternatives provided to me were to bring cash to a branch, purchase a money order from the post office, or visit a bank to obtain certified funds. None of these options were contactless, which is my core issue with Mariner.

  
  Furthermore, Mariner states that their customer service manager contacted me, but they left it unclear whether we spoke. I can assure you that we did speak. Ms. ***** ****** the customer service manager, and I had a conversation during which she suggested I was rewriting history. She claimed I never mentioned the issues I now raise regarding the pandemic, nor did I request any special accommodations. In response, I directed her to the attached email, which clearly contradicts her statement. Additionally, I asked if their calls were recorded, as they would provide evidence of my request to pay via debit card or ACH payment with the local branch, which were both denied. 

  
  I want to emphasize that visiting a branch or bank was not a simple request for individuals like me during the pandemic. Many of us considered it a potential death sentence for ourselves or the loved ones we were in contact with. At the time, my wife and I had a three-year-old daughter who was determined to be a high-risk individual, and we were unwilling to expose her to further risk. While it may be easy to imagine that going to a branch or a bank is not a significant inconvenience now that the pandemic is over, the circumstances were quite different during that time.

  
  It is important to note that this account was paid in full and was paid off 18 months ahead of schedule but included a full 36 months of interest. My request was simply seeking relief from Mariner Financials' adverse credit reporting during this extraordinary period due to their lack of contactless payment methods for individuals in my situation. Unfortunately, my request for understanding during such challenging circumstances seems too much to ask. 

  
  I suspect that my request is being denied for a different reason altogether. According to Ms. ****** Mariner Financial receives numerous daily requests to waive late fees, forgive debts partially or entirely, or modify credit reports for various reasons. From their perspective, granting my request would establish a precedent that unscrupulous credit repair companies could exploit. However, I firmly believe that the evidence I have presented distinguishes my request from the others mentioned by Ms. ****** It is disheartening that I cannot receive fair treatment due to the actions of these unrelated individuals and their potential implications.

  
  I urge the Better Business Bureau to review the evidence I have provided and consider the further misrepresentations made by Mariner Financial. I firmly believe my complaint is valid, and I request your assistance in ensuring a fair resolution. Thank you for your attention to this issue, and I look forward to your prompt response.
  

  Sincerely,
  

  **** *****

• Initial Complaint

  Date:05/22/2023

  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 received a loan to help fix my car. Had a situation where original people did not fix car for multiple weeks. I paid what I could, including a 500$ check at one point. Immediately as soon as that was up, I would receive multiple calls a day, if not texts if I did not answer the phone while at work. I felt harassed, and even have included texts such as if you don't give us x amount per month we can't continue, including very recently the same text of if I don't do this much, they can't continue, and this time it was even higher amount of *************************************************************************************************************** if I didn't do it. I've basically refused to communicate after the first time they tried to tell me if I don't do such and such then this will happen. There are limitations to debt collecting and they are beyond those by far, and I asked for them not to call or text me more than one time per day, and they continued with the multiple calls and texts, so, again, another reason I eventually refused to communicate and conduct any more business with them. Now they've taken me to court. I recently sent a message back to the number they text me from explaining I have been laid off from work since pretty much the beginning of the year making less money and less hours in a lower position to even have a check for the week at all, and that I can't come remotely close to their "demands" at this time. I also would never agree to higher payment terms or else, as they have basically tried to pull at least twice to this point from last November or December after I had paid the 500 dollar check.

  Business Response

  Date: 05/25/2023

  Thank you for contacting us with your concerns. We take customer concerns seriously, and our ***************************** has thoroughly researched this complaint.  ****** ******* entered into the loan with Mariner Finance, LLC (Mariner) on May 11, 2022. The executed contract required thirty-four (34) payments of $105.98 beginning on June 11, 2022.
  
  Mr. ******* requested no additional contact from Mariner regarding the debt in a CFPB complaint filed in December 2022, and based on our review, Mariner has not attempted to contact Mr. ******* since receiving that request. The text messages provided with this complaint were confirmed to not be associated with Mariner Finance.  For any additional questions regarding this account, or to discuss a potential payment arrangement, Mr. ******* will need to contact Attorney Heavner, Beyers, &Mihlar @ ************.
  

  Mariner Finance-Customer Relations

• Initial Complaint

  Date:05/12/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 currently have a loan with Mariner Finance that I took out in 2021, but I have struggled to pay since my multiple job losses from November 2021 to September 2022 which have resulted in eviction, vehicle repossession, medical debt, medical leave from a part time job that does not make ends meet, I am living from shelter to shelter, sleeping in vacant buildings or the streets. I do not have any money for the everyday expenses/living, I have skin and food allergies which limit me to certain foods along with any hygienic products. I have been looking for work, I have also been sick and tired daily resulting from stresses induced IBS which will require surgery that is not covered by insurance which will make almost next to impossible to pay this loan or any other financial obligations and I will only be able to work limited hours. Even with disability, I will be limited income and do not see signs of better financial conditions. Thank you for your attention to this matter.
  
  Best,
  Adam ******

  Business Response

  Date: 05/23/2023

  Thank you for contacting us. 
  Mariner Finance, LLC (“Mariner”) takes customer concerns seriously, and
  our Customer Relations Department has thoroughly reviewed Mr. ******’s
  complaint.  As of the receipt of this
  complaint, Mr. ******’s account is current and next due for June 16, 2023. 
  
  Adam ****** entered into the loan with Mariner on August 16,
  2022.  The executed contract requires
  thirty-two (32) payments of $113.61 beginning on September 16, 2022.
  
  Mariner attempts to provide assistance to customers when
  they experience financial difficulties that may temporarily affect their
  ability to meet their contractual obligation. Mariner assisted Mr. ****** with
  a deferment on December 7, 2022 which brought the account from past due for the
  November 2022 payment to current and next due for the December 2022 payment.  The local Mariner Assistant Vice President
  will contact Mr. ****** to review his account and potential eligibility for additional
  relief options.  Based on our review, the
  information furnished by Mariner to the nationwide credit reporting agencies is
  accurate . 
  
  We appreciate the opportunity to address Mr. ******’s concerns.  For any additional questions regarding this
  matter, we ask that Mr. ****** contact Mariner’s Customer Relations Department
  at ###-###-####.

  Customer Answer

  Date: 05/24/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Adam ******

• Initial Complaint

  Date:05/11/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Someone opened up a fraudulent account with Mariner Finance in my name. Now I have to travel to the nearest branch to dispute the loan. I'm incredibly frustrated that Mariner Finance does not have greater security measures in place to prevent fraud like this from happening.

  Business Response

  Date: 05/17/2023

  Thank you for contacting us. Mariner Finance, LLC (Mariner) takes customer concerns seriously, and our ***************************** has thoroughly researched this complaint. 
  
  **** ****** entered into the loan with Mariner on April 27,202.  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, and these documents are retained with the loan file.
  
  If Mr. ****** would like to pursue a claim of identity theft in relation to this account, he will need to initiate a fraud claim. In order to do so, he will need to complete the attached ************************ "Identity Theft Victim's Complaint and Affidavit" and return it,along with a copy of his government issued identification and a filed police report if available to Mariner Finance, ******************************************** or via email to ******************************************** for convenience.  Mr. ****** may also visit the local Mariner branch to provide the required fraud documents.
  
  For any additional questions regarding this matter, please contact Mariners ***************************** at ************.

  Customer Answer

  Date: 05/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like Mariner Finance to send me the affidavit mentioned in their response,
  
  Sincerely,
  
  **** ******