ComplaintsforMariner Finance, LLC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mariner contacted my employer asking some personal information. It was extremely smart thinking on my employer to ask me if I were okay with sharing any information they requested with them. I advised my employer no. I then reached out to their team and was advised they would not reach out to any references or employer and they did reach out to both. I do not see where they are a business listed with the BBB. They are also a predatory lender who gain customers by sending out checks to consumers via mail to be deposited or cashed. I have requested to be removed from their mailing list and is still receiving mail. I also received court documents stating they would sue me for 25000 and my loan was for 3500. Mariner had been denied previously by the attorney General due to their unscrupulous practices.

  Business response

  06/11/2024

  Thank you for contacting us.  Mariner Finance, LLC (“Mariner takes customer concerns seriously, and our Customer Relations Department has thoroughly researched this complaint.
  
  Ms. **** entered into her loan with Mariner on March 30, 2023, by cashing or depositing a pre-screened offer of credit in the form of a "Loan by Mail," which is sent to qualified consumers that meet the certain selection criteria.  The Loan by Mail offer included all applicable loan information and disclosures, and complies with state and federal regulations.  Ms. ****** loan is currently in default resulting in the account being referred to a collection attorney on March 22, 2024. 
  
  Based on our review, Mariner did not find any information to support Ms. ****** allegations of inappropriate contact with her employer, and Ms. **** does not have any personal references on record with Mariner.  Furthermore, Mariner team members are trained in proper customer communication.  Mariner’s Customer Relations Manager contacted Ms. **** at the number provided in her complaint to discuss Ms. ****** complaint in further detail, but was unable to reach her.  For additional assistance, we request Ms. **** contact Mariner’s Customer Relations Department at ###-###-####, or she may contact our Customer Relations Manager directly at the number previously provided.  If Ms. **** would like to make a payment, she may contact ******* * ******** *** at ###-###-####.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called to confirm payment from my insurance claim to ensure everything was settled. Representative Emanuel or Manuel just bluntly hung up on me. After calling back to get no answer. Finally get and answer and Emanuel or Manuel answered again. Told me to get a better phone. That has nothing to do with getting my payment info for my insurance company. To this day I’m still waiting to hear back from Mariner Finanace llc. I’m not satisfied on how I was treated as a client and therefore couldn’t get any resolution.

  Business response

  06/05/2024

  Thank you for contacting us.  Mariner Finance LLC, (“Mariner”)  has reviewed Mr. ******* complaint.  Mr. ***** entered into the loan with Mariner on December 7, 2023, and the loan was secured by a perfected lien on 2009 Toyota Camry.  On May 28, 2024, Mr. ***** contacted Mariner to advise that the vehicle used to secure the loan had been deemed a total loss.  ***** **** contacted Mariner on May 30, 2024, and was provided a ten (10) day payoff per their request. 
  
  Based on a review of applicable records, Mr. ***** contacted Mariner on May 30, 2024, to inquire about the status of the payment from ***** **** and due to static in the phone call, the call could not be completed.  On May 31, 2024, Mariner received a check from ***** **** in the amount of $2,894, which paid the account in full.  Paid in full documents, including an overpayment check in the amount of $22.87, is scheduled to be mailed to Mr. ***** on June 14, 2024, per Mariner’s policy.
  
  Should Mr. ***** have additional questions regarding this matter, he may contact Mariner’s Customer Relations Department at ###-###-####.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I apologize for the late reply. Due to a similar case that happened against me recently, I began searching through correspondence I considered junk mail and stumbled upon another loan company trying to collect a debt from me that I had never previously been in contact with. I already know how this is going to play out, so I’m attaching the only check solicitation I received from this loan company. I’m also attaching correspondence saying that I cashed a check to initiate a loan. Since the amounts differ drastically, we will assume that the loan company will say that they sent a 2nd solicitation and it was THAT check that I cashed. I’m going to need a copy of that check and the location of the bank it was deposited or the store location of where it was cashed. The company also claims that I made a payment on the loan so I will also need a copy of that check or debit card transaction. I’m estimating that the loan was between $4,000 and $5,000.

  Business response

  03/12/2024

  Thank you for contacting us. Mariner Finance, LLC, ("Mariner") takes customer concerns seriously, and our Customer Relations Department has thoroughly researched this complaint. 
  
  A firm offer of credit, also known as a “Loan by Mail,” was sent to Mr. ********. The prescreened offer, as required by law, clearly states that it is a loan offer and by executing the document, the individual is entering into a contractual loan agreement.  Mariner received notice that the offer was executed on June 30, 2023.  While Mr. ******** may have received more than one offer, only one offer was executed.  The executed contract requires forty-one (41) payments of $141.58, beginning on July 30,  2023. 
  
  In order to initiate a fraud claim, Mr. ******** will need to complete the required claim forms and provide a copy of his government issued photo identification and police report if available to Mariner.  A representative from the Mission Texas location will contact Mr. ******** to assist with the fraud claim and answer any questions he may have regarding the process.  Mariner has no record of having previously been contacted by Mr. ******** regarding a potential fraud claim, and a review of applicable records confirms that Mariner has attempted to reach Mr. ******** on numerous occasions, at the number provided with this complaint in an effort to discuss the account delinquency, with no successful contact made. 
  
  Should Mr. ******** require additional assistance, he may contact Mariner’s Customer Relations Department at 844-338-2080.

  Customer response

  03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Again, I request a copy of the check that was deposited or cashed that initiated the loan in my name. 
  If you are going to resume billing me for payments, then a copy of that transaction should be somewhere in your records. Also, you claim I made a payment on the loan, so where is a copy of that check or debit transaction? 
  The copy of the check that initiated the loan, if it were cashed or deposited LEGALLLY, would have required a valid Texas Driver’s license or Social Security number. Do you have a copy of that? 
  When solicitors place “live checks” in the mail boxes of customers for hundreds or even thousands of dollars, why does the responsibility suddenly and miraculously fall on the shoulders of the customer if the only thing correct on the check is the name and address? Do you have any previous correspondence from me that I would ever even want or consider a loan from Mariner Finance? 
  Why would you expect me to contact Mariner Finance if I believe a crime has been committed? I can’t even get a simple copy of the check that initiated the loan from you!!! 

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

  Business response

  03/19/2024

  Thank you for the additional feedback.  It is the responsibility of the financial institution in which the funds are cashed or deposited to secure the identification required to execute the offer, and Mariner is unable to request that information without first having executed a fraud claim.  Furthermore, Mariner is legally unable to provide any loan or loan related documents without first having verified the identity of the requestor.  Mariner would like to assist Mr. ******** with this matter, but we are unable to do so without his cooperation.  We attempted to contact Mr. ******** on March 14, 2014 to assist with the fraud claim.  However we have been unable to reach him.  We request Mr. ******** contact the servicing branch at 956-232-9060, or contact Mariner's Customer Relations Department for further assistance. 

  Customer response

  03/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  “Mariner is legally unable to provide any loan or loan related documents without first having verified the identity of the requestor?” This response absolutely baffles me. 

  I’m being billed for this loan. It’s already delinquent on my credit report. It seems to me you would have been able to verify my identity when the check was cashed or deposited. Do you not require valid identification (social security number or drivers license number) on the check? 

  You said you had contacted me several times when the loan was initiated, yet I only have one voicemail in the past 6 months where the caller identified themself as a representative from Mariner Finance that occurred on March 14th. That was the exact same day you responded to my grievance through the Better Business Bureau. 
  

  I found a letter, which I posted on here from Mariner Finance, that stated I had actually made a payment on this loan. Can you at least tell me if it was by check? By debit card? Money order? It just doesn’t make sense that you cannot give me any information yet you are confident enough in my identity to continue billing me. 

  The only fraud report I would feel comfortable in filing would be through the Mission Police Department. I refuse to report criminal activity to the business that placed an unrequested $5,000 check in my mailbox and expected me to be responsible for its disposition or disposal when only my name and address were correct. You have no previous communication or correspondence from me whatsoever that I was even remotely interested in receiving a loan from Mariner Finance. 
  

  Perhaps in the future maybe send your customers an email, a flyer, maybe a postcard, to discuss taking out a possible loan with Mariner Finance. These “live checks” you are placing in people’s mailboxes to solicit loans are begging for fraudulent activity. 

  Thank you for your time. Have a wonderful rest of your week. 

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

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with MARINER FINANCE LLC, I do not have a contract with MARINER FINANCE LLC, they did not provide me with original contract as requested.

  Business response

  03/04/2024

  Thank you for contacting us.  Mariner Finance, LLC (“Mariner”) takes customer concerns seriously, and our Customer Relations Department has thoroughly researched this complaint.  Mr. **** entered into his loan with Mariner on September 20, 2021, as evidenced by his electronic signature on the executed loan agreement.  A review of applicable records confirms multiple documented conversions with Mr. **** in which he acknowledged the debt, including payments by phone using the same telephone provided by Mr. **** with this complaint. 
  
  In order to protect the confidential information of our customers, Mariner requires verification of the requestor’s identity prior to providing information pertaining to a loan or loan 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, 8211 Town Center Drive, Nottingham, MD 21236.  Mariner has no record of having previously received a request of this nature from Mr. ****.
  
  Reporting accurate data is an essential obligation of data furnishers under the Fair Credit Reporting Act.  Based on our review, the information furnished by Mariner to the nationwide Credit Reporting Agencies – including that the account is a charged-off account and remains legally collectable, is accurate.  Should Mr. **** have additional questions regarding his account, he may contact Mariner’s Customer Relations Department at 844-338-2080.  If he would like to make a payment, he may contact Mariner’s Recovery Department at 888-296-1002

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Mariner finance, I do not have a contract with Mariner finance, they did not provide me with the original contract as I requested.

  Business response

  03/01/2024

  Thank you for contacting us.  Mariner Finance, LLC (“Mariner”) takes customer concerns seriously, and our Customer Relations Department has thoroughly researched this complaint.
  
  Ms. ******* entered into her loan with Mariner on June 11, 2021 and the loan is currently in default.  As part of Mariner's account opening procedures, specific information including the applicant's name, date of birth, address, identification number and a copy of a government issued photo identification are required and verified, and these documents are retained with the loan file.  The telephone number provided by Ms. ******* on her original loan application and the phone number provided within this complaint are the same, and several loan payments were made via ACH payment from Ms. *******’s checking account and by debit card, which were recorded for quality assurance purposes.
  
  Reporting accurate credit experience data is an essential obligation of data furnishers under the Fair Credit Reporting Act. Based on our review, we have determined that the account was not opened fraudulently, and the information furnished by Mariner to the nationwide credit reporting agencies - including that it is a collection account that remains legally collectable, is accurate.  For any additional questions regarding this matter, Ms. ******* may contact Mariner’s Customer Relations Department at 844-338-2080.  If she would like to make a payment, we encourage her to contact Mariner’s Recovery Department at 888-296-1002.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mariner account is **************. I have been on time with all my payments and I’m late on this month and possibly next. We’ve had some family issues where my wife had to take care of her mother and is missing work. We just filed our tax return and hope to get the mariner account wiped out. We are currently looking at 10 weeks for our return. I’m not sure what the payoff will be but we plan to payoff. I’ve tried contacting mariner but noticed a few days ago my branch is no longer open. Can someone help?

  Business response

  02/27/2024

  Thank you for contacting us.  Mariner Finance, LLC (“Mariner”) takes customer concerns seriously, and our Customer Relations Department has thoroughly researched Mr. ********* complaint.  Based on our review, Mr. ******* spoke with his servicing branch location on February 23, 2024, and we believe his concerns have been resolved.
  
  Please note that the office is not closed, but moved to a new physical location in April 2023, to which customers were notified, and the branch retained the same phone number. Mr. ******* was provided the address for the new location during his February 23rd phone call.  Should Mr. ******* have additional questions he may contact his servicing branch location, or he may contact Mariner’s Customer Relations Department at 844-338-2080.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I obtained an auto loan through Mariner Finance in early 2016, less than a year later the vehicle on the loan was totalled in an accident and paid off by the insurance however, Mariner claimed I still owed them approximately $1,500.00. To dates over the last 6 years Mariner has continued to tack on interest to the amount they claim was owed in an effort to draw this so called collection out and restart the 7 year time frame they have to collect on it, as we enter the 7th year of this so called debt they have again claimed I now owe them almost 3 times the initial amount they claimed. I am requesting that Mariner CEASE AND DESIST ALL their collections activities ans well as remove this inaccurate information from my credit report as it is misleading and not true.

  Business response

  02/23/2024

  ****** ****** entered into a retail installment contract with South Jersey Motor Trends for the purchase of a 2004 Dodge Ram 1500 on June 20, 2016, which was assigned to Mariner Finance, LLC (“Mariner”) for servicing.  The executed contract required thirty-nine (39) payments of $339.31 beginning on July 20, 2016.
  
  Mariner received $4,613.81 on March 2, 2018, from Mr. ******** auto insurance company, *** ****** ************* ********* *****, due to the automobile having been deemed a total loss.  The payment was immediately posted to Mr. ******** account leaving a remaining balance of $1,808.21.  As outlined on the contract, interest will continue to accrue until the account balance is paid in full. 
  
  A review of applicable records confirms documented conversations between Mr. ****** and Mariner regarding the deficiency balance on April 8, 2021, and February 10, 2022, during which Mr. ****** offered to make payment of $125.00 per month toward the settlement amount.  Mariner has not received payment on the account since March 2, 2018.  Furthermore, Mr. ****** filed a Better Business Bureau inquiry on July 25, 2019, within which he acknowledged having been informed of the deficiency balance.  Within Mariner’s response, Mr. ****** was encouraged to contact Mariner regarding the outstanding balance so a mutually agreeable arrangement to resolve the account could be achieved.
  
  Based on our review, the information furnished by Mariner to the nationwide Credit Reporting Agencies ("CRA") regarding Mr. ******** account, including that the account is a charged off account which remains legally collectable- is accurate.  Mr. ****** continues to submit complaints and disputes in relation to his loan as opposed to contacting Mariner to discuss a potential payment plan to address the debt.  

  Should Mr. ****** have additional questions regarding his account, he may contact his local branch. If Mr. ****** would like to discuss payment arrangements, he may contact our Recovery Department at 844-338-2080.

  Customer response

  02/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was contacted by someone claiming to be from Mariner who offered me a settlement  $300 dollars less then what was claimed to be owed, when I asked for a copy of the signed contract to date I have still not received that documentation.

  The loan balance was never correct, I ask for supporting documents which were never provided, also during 2019-2022 most people including myself were financially effected by the pandemic and not having steady income, no one from Mariner made any attempts to collect of this so called debt until it was tax season each year then an email was sent asking to contact Mariner because "you could do something great with your income tax return"

  Unfortunately the negative reviews that Mariner Finance continures to receive from its unhappy and dissatisfied cuatomers shows that their collection activiies are that of other bad financial agencies rather then look out for customers, the company wants to drown customers in debt and invalid charges it claims are owed.

  Again I ask that this activity  CEASE AND DESIST immediately along with all reporting that is inaccurate to the credit bureaus, is this account is continued remain on my credit report i will take legal action against Mariner Finance.
  
  Sincerely,
  
  ****** ******

  Business response

  03/01/2024

  Thank you for the additional feedback.  Please see the attached BBB complaint  from 2019, in which Mr. ****** raises the same concerns regarding a correction that has already previously been addressed.  Based on our review, Mr. ******'s account is being accurately reported to the credit bureaus.  Mr. ****** continues to submit complaints in relation to his loan including numerous automated credit disputes, all of which have been investigated and responded to as accurately reporting. Furthermore, Mariner has no record of Mr. ****** having previously requested additional copies of his loan documents, which were provided to him at the time of loan closing.  In order to protect the confidential information of our customers, Mariner requires verification of the requestor's identity prior to providing loan or related documents. However, since the address of record for Mr. ****** matches the address provided with this complaint, Mariner has mailed a copy of the original contract to Mr. ******.   Per his request we  have noted Mr. ******'s account to reflect no further communication regarding the debt.  

  Should Mr. ****** have additional questions regarding this matter, he may contact Mariner's Customer Relations Department at 844-338-2080.  If he would like to make a payment, he may contact Mariner's Recovery Department at 888-296-1002.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business charged off my account as of June 30, 2023 but has still been adding late fee's in the amount of $130 each month after that and still til this day is adding $130 late fee's to the balance creating more debt to something they stated was charged off. I want all late charges after June 30th 2023 removed and my credit bureau credit reporting updated .

  Business response

  02/26/2024

  Thank you for contacting us.  Mariner Finance, LLC (“Mariner”) takes customer concerns seriously, and our Customer Relations Department has thoroughly researched this complaint,
  
  ******** ******** entered into her loan with Mariner on October 6, 2022, and the loan is currently in default.  Because the account is in default and no payment arrangement has been achieved, it is classified as a charged-off account, which remains legally collectable.  As outlined in Ms. ********** contract, interest will continue to accrue until the account balance is paid in full.  The late fee in the amount of $8.98 per month will be assessed through the original scheduled date of maturity, which is in Ms. ********** case is October 15, 2026, for any month that scheduled payment is not received on time.  Based on our review, all interest and fees have been accurately assessed and the information being furnished to the nationwide Credit Reporting Agencies in regards to this account is accurate.
  
  Should Ms. ******** have additional questions regarding her account, she may contact Mariner’s Customer Relations Department at 844-338-2080.  If she would like to may a payment or discuss a potential payment arrangement, we encourage her to contact Mariner’s Recovery Department at 888-296-1002.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On or about 12/20/2023, I deposited a check for a loan of $2500 from Mariner Finance. I received information in the mail about how to make payments and when my payment is due, 20th of each month. This is my second time taking a loan from this company, so my email address is on file. I went online to create an account or to set up my new account and I was denied access. On 12/20/2023, I contacted Mariner and spoke to Carly ********, a supervisor who took my payment and apologized profusely about the problem I was having accessing my account online. This was after being hung up on several times by Shane, another worker. Her email to me stated that she was waiting on customer support to help us with this issue. I have not heard from her since. I sent her an email on 1/15/24 and she still has not responded. I have called Mariner again and asked for help with this again and no-one has the competency to help so they just don't do anything. This is a problem for me because I am forced to call every month and deal with no answer or a voice message. This company is purposely not answering/taking my calls and not giving me access online to make me default on my loan. They will not answer any of my calls until it is the 20th of the month and minutes before closing at 5:00pm. I would like for someone from the corporate office to look into this and provide me with online access to my account so that I can make timely payments. The closest office is 40 minutes from my home and that is just not an option for me, when the solution to this problem is so simple. I receive emails not to forget making my payment but I am being refused customer service to ensure payment is received.

  Business response

  02/23/2024

  Thank you for contacting us with Ms. ********** concerns.  Based on our review, Ms. ********** account was successfully updated on February 20, 2024, and she is now able to access her online account to make payments and view loan documents, and we believe her concerns have been resolved.  We respectfully dispute Ms. ********** claims that Mariner would purposely prevent her from making timely payments, as Mariner offers multiple ways to pay, including by mail, phone, in person, and customers always have the option of utilizing their financial institutions bill pay feature to ensure payments are received by the required due date.

  We appreciate the opportunity to address our customer's concerns.  Should Ms. ******** experience additional issues accessing her online account, we encourage  her to contact Mariner's Customer Relations Department at ###-###-####, so that we may assist her. 

  Mariner Finance- Customer Relations

  Customer response

  02/28/2024

  
  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. However, I want to point out that I had to take it this far to get the help that I needed. Neither the supervisor or other staff would follow through with anything that was stated to me. Also, if you do not answer your phone and you hang up repeatedly on customers, then calling in your payment is not an option. I am glad to have the BBB to turn to, because this was not being handled at all. Thank you.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m not liable for this debt with MARINER FINANCE I do not have a contract with the collection agency. They did not provide me with the original contract as I requested.

  Business response

  02/20/2024

  Thank you for contacting us.  Mariner Finance, LLC (“Mariner”) takes customer concerns seriously, and our Customer Relations Department has researched this complaint.
  
  Mr. **** entered into a retail Installment contract with **** ********* ** **** on February 14, 2021, for the purchase of beds and mattresses.  The contract was assigned to Mariner for servicing.  Mr. **** made two payments as contractually agreed before failing to submit additional payments, therefore the defaulted account was sold to *********** ******** *** *************** on September 9, 2022. 
  
  In order to protect the confidential information of our customers, Mariner requires verification of the requestor's identity prior to providing loan or related documents. Mr. **** may visit his local Mariner branch with photo ID to receive a printed copy of the original loan documents, or he may send a copy of his request and government issued photo identification to Mariner Finance, 8211 Town Center Drive, Nottingham, MD 21236.  Mariner has no record of having previously received a request of this nature from MR. ****.
  
  For any additional questions regarding this account or to make a payment, Mr. **** may contact Brightwater at 866-233-6813.  

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: there is no proof of identification. this is identity fraud 
  
  Sincerely,
  
  ******* ****

  Business response

  02/21/2024

  Based on our review, it does not appear that the account was opened fraudulently. However, if Mr. **** would like to pursue her claim of identity theft in relation to his account, he will need to complete the attached Federal Trade Commission Identity Theft Victim’s complaint and Affidavit and return it, along with a copy of his government issued photo identification and police report if available, to Mariner Finance, 8211 Town Center Drive, Nottingham, MD21236. Mr. **** may also provide these documents directly to his local Mariner branch.

  Customer response

  02/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Mariner Finance was already provided a copy of an Identity theft report from CFPB  along with a signed  affidavit in September of 2022
  
  Sincerely,
  
  ******* ****

  Business response

  02/23/2024

  Mr. **** may submit the additional items requested in order to initiate a fraud investigation. Mariner is unable to assist further without a copy of Mr. ****'s government issued identification. 

*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. ↩