Consumer complaint received 2021-02-10
Company: Self Financial Inc.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I am writing because my most recent credit report contains a late payment of {$7.00}. Reported on XX/XX/2021. I want to make it clear that I understand my financial obligations with any creditor. If it weren't for me not being aware of autopay being disabled automatically after XXXX XXXX MATURED and turned off automatically by SELF LENDER INC notifying or advertising this. I would not have a late payment on my credit report and would not process a claim at CFPB reporting this issue, and after many attempts to solve this issue with them directly. I was unaware of this and assumed autopay would stay on. I'd have an excellent repayment record. I fell behind with that specific payment because of autopay being disabled automatically without my consent. Since then, I have turned on autopay again.

Since then, I've had a spotless record of on-time payments with over 40 creditors, including auto loans. I'm planning to apply for a mortgage, and it's come to my attention that the missed payment on my record because of an action this company took on my account will hurt my ability to qualify for any future loans. I truly believe that it doesn't reflect my creditworthiness and commitment to repaying my debts. 

After making numerous attempts to contact Self lender over the phone, having customer service agents disconnect the call purposely after listening to my circumstances and poor customer service skills. I sent an email to the dispute team at Self Lender, and this is their response ; On Tue, XX/XX/2021 at XXXX XXXX Disputes XXXX wrote XXXX Hello *********, Thank you for your request, all goodwill adjustments are reviewed and individually verified. Unfortunately, we will not be able to honor your request to alter reporting at this time. Self Financial, Inc ( Self. ) is required by federal regulation to maintain accurate & factual reporting. Therefore, we can not remove any accurate reporting that has occurred. 

We offer our customers a 15-day grace period before a late fee is assessed on your account, and payments will be reported to the Credit Bureaus when it is 30 days overdue. 

We send all communications electronically to the email address on file to alert you when your account payment is due, 1 day past due, 15 days past due, and 30 days past due, as well as any failed payment alerts, etc., please ensure that your email address on file is up to date to receive these notifications. 

If you are ever having difficulties making payments due to extenuating circumstances, please give us a call before your account reaches 30 days past due XXXX, XXXX Central at XXXX, so the support team can provide you with account options at that time. 

Please let me know if you have any other questions. 

Best, XXXX How would you rate my reply? 
Great Okay, Not Good -- XXXX XXXX Get answers to common questions : https : //help.self.inc Disclaimer : The information provided by Self Financial and accompanying material is for informational purposes only. It should not be considered legal or financial advice. You should consult with an attorney or other professional to determine what may be best for your individual needs.

Please do not write sensitive information such as your account information, social security number, or payment information in the body of this email communication. If you need to submit the requested documentation, please include the document as an attachment. 


************************************* Self Financial, Inc ( Self. ) is required by federal regulation to maintain accurate & factual reporting ; therefore, we can not remove any accurate reporting that has occurred???

Sounds like a generated email to me and did not took time to investigate and look over issues from their end.

Federal Regulation rules are made to control how something is done or the way people behave. It regulates activity or process, usually through rules. So this can be implied to them as well. Now under my circumstances, turning off my autopay after a XXXX XXXX MATURED and not notifying or even advertising this action in their websites, or " fine print '' is not business tactics that are proper to the consumer. I use my autopay for all my bills for a reason, mainly because I am a service member!

Company response to consumer: Closed with explanation