Consumer complaint received 2025-03-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Self Financial Inc.
State: NY

Complaint narrative:
I am writing to formally address unresolved issues concerning fraudulent charges on my Self XXXX Card accounts ending in XXXX and XXXX. Despite multiple attempts to rectify these unauthorized transactions, satisfactory resolutions have not been achieved. 

Account Details : Account Holder : XXXX XXXX Account Numbers : Ending in XXXX and XXXX Incident Overview : I traveled to the XXXX XXXX on XX/XX/2024, and remained there until XX/XX/XXXX, XXXX. During this period, I was not present in the XXXX XXXX Additionally, I lost my phone at XXXX XXXX, which had access to my credit cards and checking account. I became aware of this loss XXXX days into my stay in the XXXX XXXX and contacted my telephone carrier on XX/XX/2024, to report the incident. 

Unauthorized Charges : While abroad, I noticed the following unauthorized transactions on my XXXX XXXX XXXX : XXXX. XX/XX/2024 : Charges totaling over {$1000.00} for XXXX, a XXXX XXXX, and XXXX XXXX. 

I do not have a XXXX account. 

I was not in the XXXX XXXX during this time. 



XXXX. XXXX XXXX Payments : Charges totaling over {$600.00} were initially reversed due to fraud but were later reinstated, alleging confirmation of my authorization. Upon returning from the XXXX XXXX, I contacted the merchant, who informed me that they did not contest the dispute and did not respond to it, as they could not find personal information matching my card. Despite the merchant 's lack of response, Self XXXX reversed the charges without proper investigation. 



Attempts to Resolve : Initial Contact : I attempted to reach Self via phone without success. Subsequently, I used the online chat service to report the fraudulent charges. Although my card was deactivated, the dispute was not formally filed. 

Written Communication : I mailed a letter detailing my situation, emphasizing my absence from the XXXX and the loss of my phone, which had unauthorized access to multiple accounts. 

Further Disputes : Upon returning, I sought to reopen these disputes, as I have been unjustly held responsible for these charges. However, the responses have been unsatisfactory, reiterating previous conclusions without proper investigation. 


Additional Concerns : Similar unauthorized transactions occurred on another Self card linked to my account during my absence from XX/XX/2024, to XX/XX/2024. Despite not being in the country, I have not received adequate assistance in resolving these matters. 

Request for Resolution : I kindly request the following actions : 1. A thorough investigation into the unauthorized charges on both Self XXXX Cards during the specified period. 


2. Reversal of all fraudulent charges and correction of any negative impacts on my credit report resulting from these incidents. 


3. Implementation of enhanced security measures to prevent future unauthorized access to my accounts. 



Enclosures : Copies of original travel receipts confirming my absence from the United States. 

Affidavit of Identity Theft. 


As a senior citizen, resolving this issue has been particularly challenging, and I have sought assistance to compile this information. If these matters are not addressed promptly and satisfactorily, I will have no choice but to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ). 

I look forward to your prompt attention to this serious matter and a resolution that rectifies the unauthorized charges and restores my credit standing. 

Sincerely, XXXX XXXX [ Your Contact Information ] [ Enclosures : Copies of original travel receipts, Affidavit of Identity Theft ]

Company response to consumer: Closed with explanation