Consumer complaint received 2021-01-11
Company: Self Financial Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I am being retaliated against and have been unlawfully declined access to my Self credit account. 
XXXX XXXX advertises themselves as a great company to start building credit or get your credit back on track. Unfortunately, their true colors are overwhelmingly bright and rather unscrupulous. I opened an account with Self Inc.com approximately XXXX of 2020. The account is referred to as a " XXXX XXXX '' account, which essentially is a security deposit. Upon payment completion of the security deposit, you may apply and be granted the Self Visa credit card. I did complete the security deposit and was granted the self visa. However, after using the credit card and paying the monthly installments for 5 months, as directed, I contacted Self via telephone with inquiries into how I successfully increase the limit on my credit card. 
This is where Self fails the consumer. I specifically called Self to gain knowledge about the proper procedure as to how I increase my credit card limit. I was directed, by Self, to open an additional " credit builder '' account and this account would then be applied to my credit card to increase my limit. I questioned the process asking about qualifications or any special or specific steps I would need to obtain the limit increase. I was reassured that the only actions required by me would be to open the new " credit builder '' account and since I am already owner of the visa account, the new " credit builder '' account would automatically apply to my visa to increase the limit. This was a lie. 
I trusted Self to provide me accurate and honest information to help get my credit back to the XXXX I achieved before an unfortunate layoff. I believed that Self. Inc was a business that assisted and guided their consumers towards credit success. I did raise my score, but this was my responsible payment regimen and had zero to do with Self. 
Self actually lied to me about the credit limit increase process in order to ensure I would open an additional credit builder account. Unwittingly, at the time, I did open an additional account at the latter of XXXX, 2020, with aspirations to increase my limit and move forward with increasing my overall credit portfolio. But after opening this new " credit builder '' account, I urgently needed to increase my limit. Therefore, I paid off the account on XX/XX/2020 believing the new " credit builder '' account would automatically apply to my credit limit increase. But again, this was a lie. Because I saw no change to my credit limit, I called Self on XX/XX/XXXX, to inquire about the process. In reply to my inquiry, I was told I could not increase my limit. I was informed that the account, once paid in full, automatically closes. I expressed to the Self associate that my only purpose for the new and additional account is to increase my credit limit. The associate again stated there was nothing I could do and the funds would be returned to me XXXX weeks later. I was furious! I explained that I had contacted Self specifically in regards to increasing my limit and how to do so. I stressed that I was frustrated because I had been misled with dishonest information. Only then, did the associate attempt to offer an alternative to increase my limit. This unbelievable alternative I was presented, was to continuously monitor my account to try and catch a tiny window of opportunity. I was informed that there is a very small window for which my completed {$720.00} payment could be applied to my credit card account and that I would need to monitor my account from XX/XX/XXXX - XX/XX/XXXX and attempt to apply the increase provided I catch this window. 
I have never heard of such shenanigans. But needing to increase my limit I monitor my account all weekend. Checking 3/4 times daily, I do not see any way to apply this new, but now involuntarily closed, " credit builder '' account to increase my limit. Then suddenly, on the final day, XX/XX/XXXX, I attempt to check my account again to catch this miniscule window of opportunity to increase my credit card limit. But, LOW & behold, upon logging into my account, I am declined access to my account. I am prompted to " refer to the email I received to upload the requested documents to verify my identity. '' First, I check my emails. I have not received any such email requesting that I verify my identity. Then, I call Self ; and for the first time since I have opened an account with self, I am declined phone access. Self has blocked me from person to person contact and has prompted an automation that, '' if I have been asked to supply documents, then I must contact Self through email only. '' And even as I have attempted to supply my D.L., chosen from the list presented upon login, my documents are declined. This is absolute retaliation for me sending an email to the customer service department expressing my displeasure for how Self misled me to believe I was following the proper protocol for the credit line increase. This is an absolute thuggish bullying in attempts to silence me and make me pay for speaking out against their sales tactics. Self is proving themselves to be of a deplorable culture which is undeniable, and unlawful. It is my right as a consumer to express my thoughts to a company who takes advantage of those attempting to improve their quality of life. It is absolutely incredulous to believe Self observes the consumer as priority. Not only has Self intentionally blocked access to my account on the final day to increase my limit, the prompt states, " to continue use of this account, these documents must be submitted. '' Yet, Self has blocked any way for me to submit such documents and has blocked any way for me to communicate with them directly. Self has overtly disregarded ethical and lawful guidelines en lieu of personal gratification. This is ABSOLUTELY UNACCEPTABLE. Subsequently, I implore the FTC/CFPB to investigate into the perfunctory actions by which Self.Inc has chosen to operate. It is my firm belief that such reckless, inconsiderate, and bullying tactics must be rectified immediately.

Company response to consumer: Closed with explanation