Consumer complaint received 2021-09-27
Company: Self Financial Inc.
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
My XXXX XXXX XXXX debit card was compromised at XXXX XXXX XXXX XXXX store, located at XXXX XXXX XXXX, XXXX, XXXX XXXX, on XXXX XXXX, XXXX. 

Chain of events : I arrived at XXXX XXXX XXXX XXXX store on XX/XX/XXXX, to pick up a few items. At checkout, I noticed there wasnt a point-of-sale terminal at the checkout counter, the terminal was behind the cashiers counter, behind the glass partition. I was reluctant, however, I proceeded to hand the attendant my debit card to pay for my goods. 

When I arrived home. I noticed XXXX XXXX XXXXXXXX sent me a notification/alert indicating my debit card had indeed been compromised, transaction ( s ) had been made to an online money transfer app called XXXX XXXX. 

I immediately went back to XXXX XXXX XXXX XXXX XXXX to address the issue and immediately confronted the attendant, which he obviously denied any wrongdoing. In addition, I talked to XXXX  XXXX XXXX fraud division, and they immediately locked all access to my bank account and cancelled my debit card, which was linked to my bank account. As a result, I didnt have access to my funds and the XXXX XXXX XXXXXXXX account was my only bank account. 
XXXX XXXX XXXXXXXX also indicated I wouldnt have access to my bank account until after their initial investigation was complete ( regarding the fraudulent activity ). Armed with this information, I reached-out to Self Lender ( Self Financial , Inc ) and the rest of my creditors to inform them of my current situation. 

Fast-forward, I finally gained access to my bank account and received my new debit card and immediately, reconnecting all my accounts. I received a notification from my credit monitoring service, indicating Self Lender ( Self Financial , Inc ) reported a 30-day late payment to the consumer reporting agencies. 
Its important to note, I have never had any late payments added to any of my trade line accounts, before this fraudulent activity occurred ( resulting in my bank account being frozen ). 

The attachments will show ongoing communication with Self Lender ( Self Financial , Inc., from the beginning. The attachments will also, show how I asked Self Lender ( Self Financial , Inc ) for an alternative payment method ( Self payments are only deducted from a debit card, linked to your bank checking account ). 

I also, asked for a one-time good will adjustment to remove the 30-day late payment, due to the fact, it was a result of the fraud that occurred against me ( I have never been late with any prior monthly payments with this account, or any other account ). 

Self Lender ( Self Financial , Inc. ) unwillingness to remove the late payment has caused my perfect credit score to take a nose dive, and I am currently unable to receive any new credit from potential new accounts and or gain an increase in my current trade line with XXXX XXXX as a result, because of the recent 30-day late payment notification. 

XXXXAn email from Self Lender ( Self Financial , Inc ) on XX/XX/XXXX states : Note you must have an active payment method, before you can remove one ( see the highlighted attachment from Self Lender ( Self Financial, Inc ) marked Exhibit 1a ). 
XXXXOn XXXX XXXX, XXXX, I emailed Self Lender ( Self Financial , Inc ) to see if I could pay with another card and to also let me know what my options are ( see highlighted email attachment, marked Exhibit 1b ).

*Self also indicated there was no payment to your credit card account from XX/XX/XXXX, XXXX XXXX, 2021. ( see highlighted email attachment, marked Exhibit 2 ). 

*However, I did start making payments to my account once my bank account was unlocked and my debit card arrived on XXXX XXXX, XXXX. ( see highlighted email attachment, marked Exhibits 3a, 3b, 3c ). 

* Self Lender ( Self Financial , Inc ) claims, unfortunately, we are unable to remove the factual payment history we are reporting. ( see highlighted email attachment Exhibit 4 ).

In closing, Self Lender ( Self Financial , Inc ) is hindering my ability to obtain credit due to their recent 30-day late payment reporting activity, which has now been added to my consumer credit file. Self is reporting a 30-day late payment, which resulted in me not have access to my Bank account , even after XXXX XXXX XXXXXXXX sent me a summary of my bank statement and made remarks regarding the status of my bank account, being on hold. ( see highlighted attachment Exhibit 5 ). 

Self Lender ( Self Financial , Inc ) unwillingness to remove the 30-day late payment and reverse their action, is a clear indication, that my consumer credit file is not reporting accurately and is misleading. In addition, due to my account being on hold and frozen, resulting from the fraud, Self Lender ( Self Financial, Inc ) had no concerns whatsoever, about my situation and the stress it caused me, their action and unwillingness to remove the 30-day late payment is a true indication!

My overall resolve is to have the 30-day late payment and negative action taken against me, removed from all three consumer reporting agencies. 

Best regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation