Consumer complaint received 2023-05-25
Company: Self Financial Inc.
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I had several XXXX XXXX  accounts and from those I was able to transfer money to a Credit Card Account. I paid a lump sum amount to bring the balance to XXXX, to close out my amount. After the amount processed I called in to close the account and then was asked to submit documents to keep my account going. I advised the representative I was no longer looking to keep the account active, hence me paying it in full and waiting for confirmation of the transaction processing. He stated ok, the submission of those documents would not apply to me and he proceeded to close my account and advised me I would receive a confirmation email. Once the email was received confirming my account closure and advising how long it would take to process I thought everything was ok. I also had a XXXX XXXX account that I paid off to close out and received a letter advising of the exact date to expect the funds from that account ( which I will submit a complaint about as well ). Once that date came and the funds were not deposited I called in to see why and was advised because someone in the company put a block on my account stating the documents were still needed. I advised them of my conversation with the first representative and that I was told they were not needed. I asked to speak to a supervisor and was told none was available. I called back received a supervisor who was not only rude but said that the funds from both accounts would not be released until the documents were provided. So I asked why and how were they going to now link both accounts together to keep my money after I received emails stating my find would be released. He was rude and snappy and I advised him I would be reaching out to my lawyer. I called my XXXX XXXX law firm and advised them of my issues. The representative was provided the emails I had received and then received the follow up email from the rude supervisor that came after I talked to them. Due to the company being in another state I was advised they needed me to speak with a lawyer in that state. Once I talked with them they advised me as an option to submit my complaint here. I have also done my reviews for both accounts and advised of how I have recommended the Self amounts to other people but after this experience would no longer and wouldn't return in the future. I then received an email back stating that my closed accounts were now under internal review with no timeframe being available to be provided as to how long the review would be. I called back to ask if they were telling me they were going to hold my money indefinitely and was basically told yes. I have gathered all emails so that I could submit these complaints properly. I even advised them I had the money and could've kept it but have XXXX kids in the process of graduating, a son who just left for XXXX XXXXXXXX and things going on in my life that required cash and a card could not be used. In order to ensure I was making good financial decisions I took care of my accounts first so that I could receive the cash funds deposited back to my account and would still be able to do what I needed but would no longer have to worry about those bills.

Company response to consumer: Closed with explanation