ComplaintsforSelf Financial, Inc.
Current Alerts For This Business
BBB files indicate Self Financial Inc. has a pattern of complaints concerning contract and credit reporting issues. Specifically, consumer complaints allege objections about debts listed on their credit report including questions regarding liability for debts from Self Financial and/or Lead Bank. Some consumers allege they do not have a contract with Self Financial or in some instances have not received a copy of their original contract when they requested it from Self Financial Inc.
On October 12, 2023, Self Financial Inc. responded that their products report under the Fair Credit Reporting Act (FCRA) requirements resulting in both positive and negative information being supplied to the Credit Bureaus based on the actions of the consumer. Self Financial Inc. replied if their customer attempts to have negative history removed it is often an action recommended in social media circles, but consumers agree to Self Financial Inc.’s 1) Terms and Conditions which outlines the terms of the accounts Self Financial Inc. offers 2) Loan Documents in which the customer agree to the loan terms during onboarding and is provided a copy in their dashboard. 3) Cardmember Agreement (Secured card)-The customer agrees to the cardmember agreement and terms during their onboarding. The agreement is also provided in the customer’s dashboard. Self Financial’s response also detailed accounts cannot be created without a customer agreeing to it and other items during onboarding of both the Credit Builder and Secured Credit Card accounts.
BBB files also indicate that Self Financial Inc. has a pattern of complaints concerning consumers unaware of a personal loan or credit card opened in their name with Self Financial Inc.
Self Financial Inc. responded they have a robust practice of verifying the identity of their consumers during the onboarding process. BBB provided examples of complaints with these concerns and Self Financial Inc. responded claiming of ID theft continues to be a tactic promoted in social media circles as a method to remove delinquent tradelines; Self Financial Inc. responded the examples BBB referenced fit this narrative. Self investigated the complaints into possible ID theft and confirmed the customers agreed to the accounts in question and provided a response reflecting their findings.
BBB determined Self Financial Inc.’s response did not reflect a summary of actions to work on addressing or eliminating the underlying pattern of complaint concerns.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I closed my account with Self the second week of November 2021. I received an email acknowledgement that my account was closed. The email stated that I would receive a refund via check. I contacted Self on 11/22 to report that I had not received my check. I was told that a direct deposit would be processed. In the meantime, received the my heck on 12/2/2021. I contacted Self to report that I finally received my check and asked if I could deposit the check into my account. I received a message from a Self representative that said that I could cash the check or deposit the check into my bank and that they were happy to hear that I received my refund. I deposited the check and Self had placed a stop payment on the check. This caused me to incur an returned check fee of $20.06 on 12/2/21. My refund check was for $18.56. Self reached out to me and asked that I send them a screen shot of the returned check fee. I sent them the screenshot. I've asked for an update on this and no one from Self is responding. For every day that my account remains over drafted, I run the risk of incurring additional overdraft fees.Business response
12/17/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamInitial Complaint
12/08/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I put monet in as loan to help my credit they made a mistake lowered my score 100 points I lost out on a condo I was getting. I have been trying to call them I go on hold for hours. I email them they send generic message they can't make outgoing calls. I never complain about anything but this company has no real people to talk to. I send emails begging to talk to them. They say go to online chat all that is is a generic message also. I have not slept at night over this I even got one message saying they only have few workers. I don't want anyone to have to deal with this. They ruined my life my score is ruined for years base on thier error. ************Business response
12/16/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamCustomer response
12/17/2021
Complaint: 16342830
I am rejecting this response because:
Regards,
*************************Initial Complaint
12/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I used Self credit builder for 8-9 months and loved it. Earlier this year I became homeless and had to cancel my account. My credit limit was around $385 and had always been in good standing. Upon closing my account I was shown multiple pages claiming that I owed $0.00 to them because my credit builder payments covered the balance and that there would be no additional fees. I would even be sent a check of a little over $7.80 because I had extra from the credit builder payments after paying off the account. Fast forward to about 10 months later, Im finally able to get my own place and was looking forward to opening another account since I had an amazing experience. HOWEVER after being denied an account I dug around on my credit report and Self has been charging me monthly late fees claiming I owed them like $2 when I closed my account. That amount is now I believe $94.26 that I apparently owe them. Never got the check for the extra I was supposed to receive. All I have is a large amount of derogatory marks on my credit report. My credit was almost to 700s thanks to credit builder now its around 520. I closed my account so that I would avoid hurting my credit. Why lie and say I owed nothing and allow me to close my account and then keep charging me? And ruining my credit report for what? A supposed $2.00 that I did not actually owe. Ive tried emailing many times, Ive waited on hold for 2+ hours three different times and finally just hung up. No one will answer why this has been done to me. I loved this company so much and was looking forward to building credit again now that Im on my feet again.Business response
12/14/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamInitial Complaint
12/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.1. SELFINC/LEAD bal. $117.00 Acct # *********Business response
12/14/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamInitial Complaint
12/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was checking my credit report and I don't recall going through y'all for anything so I would greatly appreciate you to fix it and make it right and take my social security number off of whatever you have it on bc I don't owe y'all any money at all.Business response
12/14/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamInitial Complaint
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I've started paying Self Credit Builder $48 a month for a year 11/17/20- 11/17/21, because it helped build credit & said they would give all the money I've spent with them back. Which is $576 & they only gave back $137. I have pics of the screen stating pay $48, get back $576. You can't screenshot the page...I guess that's to protect them from saying it isn't trueBusiness response
12/17/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamInitial Complaint
11/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ever since the pandemic started, Self Financial has used this as an opportunity to scam clients with their payments. I made a payment 9 days ago and they would like to me believe that this payment is still processing and better yet that there is nothing they can do to find any information as to why it is processing. They routinely update the bureaus late, making false claims about missing payments and when you call you get the run around. This company wasnt a scam until the pandemic started, then they tweaked all of their policies to oppress their customers more like the pandemic isnt taking enough toll. They were clear about their terms. Processing times and guarantees were posted on their website, they were transparent. Now they are using the pandemic as a way to oppress customers and make our lives h*** There has to be an explanation for why our payments, still after 2 years in this pandemic, are still having trouble going through. What is SELF Financial doing with our deposited funds that they are not allowing us access to our deposited funds? The smallest of unknown banks have a 5 day processing time maximum. This is outrageous. I am fuming. This has ruined my family vacation. We havent been able to do anything but sit in our hotel because of this. I am shocked and appalled. They scammed me out of my money. I didnt think that SELF would develop to be one of those red flag companies to lookout for, but here we are.Business response
12/10/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamInitial Complaint
11/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They have locked my credit card , and all of a sudden they are citing all these new requirements but I've had this credit card for years. I haven't been able to use my credit card since before Thanksgiving which was last week and now they requested pictures of my debit card and bank statement. I sent that to them and now they're saying I still have to wait this is totally unfair this isn't the way to do business I do not agree with this and I do not subscribe to this and I also did not sign any documents agreeing that they could do this. When I talk to customer representative on the phone they are very brief they don't take my information and they hang up on me, they are also very rude I have documented the names **** and ***. Two extremely unprofessional individuals who don't need a customer service. They don't know how to talk to people nor do they have the empathy to understand where customers are coming from they are simply remote phone attendant no trainingBusiness response
12/14/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamInitial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every month I pay my self ******** credit card off in full. Every month self *** locks me out of my account. This month it has been six days. This is a card that is secured with my money. There is no logical reason to lock me out of my money when my payment transaction cleared digitally over five days ago. The company will not take a calls or allow me to chat with them. Until recently I was able to chat online. This is not an option now. I believe their standard business practice is to freeze all accounts and bank off that interest for every billing cycle. They are violating their own card agreement as they have effectively reduced the active use and availability of my card for each billing cycle as much as thirty percent. This is heinous and should be considered fraud of some sort. Please conv***e them to unlock my (credit) account in a timely manner that is payed in full.Business response
12/10/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial TeamInitial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I closed both accounts with Self Financial in writing. I paid off both accounts to a zero balance and still havent received my money back yet. They have NO customer service. You call and it just says there open during the week and hangs up. I have been patient waiting for two weeks. I have sent a email. And just a automated reply. I am a single mother and was trying to work on my credit. Also what it advertised it does not do. I paid on time and all your doing is paying interest for them to save your money. They put in the disclosures that a payment tracker will appear when you close accounts but nothing has appeared. I just want my money from the accounts. It is supposed to be issued within ten days and nothing has been issued and no communication. It should be direct deposited into my bank but it has not been.Business response
12/14/2021
Hello,
Thank you for your recent inquiry addressed to Self Financial, Inc., which was forwarded to us from the Better Business Bureau of *************. To ensure the most efficient handling, this correspondence was forwarded to Self Financial's Customer Satisfaction Team to investigate and respond. Providing an exceptional experience is our goal and we regret that our handling did not meet your needs. Self Financial recognizes the importance of remaining compliant and ensuring accurate reporting for each customer. Customers are able to communicate with our Customer Success team by telephone, email, or live chat.
Kind Regards,
Self Financial Team
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Customer Complaints Summary
1,352 total complaints in the last 3 years.
446 complaints closed in the last 12 months.