Consumer complaint received 2025-04-07 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Self Financial Inc.
State: CO

Complaint narrative:
XXXX'I closed an account with a credit-building company named SELF Inc. in XXXX XXXX They didn\'t close it but instead charged me a XXXX$ annual fee for those years. I had to put 500$ into this credit-building account to finance the card. They have been charging me that XXXX$ annual fee and have been taking it out of my initial 500$. Then last month, I got an email, that I\'ve never gotten before stating that I owe SELF income XXXX$ annual fee. Tried to contact them repeatedly and was never able to get through a person that would be able to help. They would transfer me to customer service and someone would hang up. The XXXX XXXX XXXX phone that is on their website claiming it was customer service, was not, it was a fraud department. I bagged to be transferred to that department and one person who answered on that line said: I can\'t transfer you to customer service and we can\'t help you when they didn\'t hang up the line. I had to call and call repeatedly for them to put me on hold, one time for more than 30 minutes, to then hang up on me. They all claimed that this was the fraud department and they couldn\'t help me, but the phone was the customer service phone that appeared on their website. This happened plenty within that time I had to take off from work to attend to this issue. It took me weeks to get a hold of someone, for them to hang up on me. Finally, I got through the Spanish line for another 30 minutes to talk to the customer service representative on the line, that call ended 38 minutes later. She told me, her name was XXXX employee number XXXX, ( she said she wasn\'t able to give me her last name, most likely because that is not her real name from another country with a heavy accent trying to sound more American), she stated that I\'ve been charged since XXXX  every year for an annual fee of XXXX$. And that she used the XXXX$ from the initial 500$ I used to fund the card. So if I add them up it would be XXXX  years of XXXX$ annual fee that would amount to 100$. But she claims that I only owe her XXXX$ from XXXX, she said, I have paid already for the years prior to XXXX  and after I officially closed the account in XXXX XXXX She wasn\'t able to answer me that didn\'t make sense. I didn\'t want to pay for the XXXX$ annual fee just for XXXX  which has been reported to the credit bureau as unpaid as of last month, XXXX XXXX. She wasn\'t able to give me any explanation about that, she just stayed quiet and changed the subject once I asked her to explain that to me.... that immediately made me think of a scam. She wasn\'t able to give me any kind of information, and I struggled to get them to answer anything or talk to customer service claiming they were the fraud department and they couldn\'t help and got hung up plenty when transferred to customer service. Then this representative "XXXX" was not able to give me any reason why the annual fee wasn\'t charged until XXXX  and that is the reason why they reported me to the credit bureau. She wasn\'t able to give me any reason why the numbers didn\'t add up and what mistake they made, she still wanted me to pay the XXXX$. In the end, she closed my account which should have been closed in XXXX XXXX, and gave me 500$ I used to fund the initial card minus the XXXX$ annual fee for XXXX. Just to be clear, she didn\'t charge me XXXX$ annual fee for XXXX and XXXX  and just charged me the XXXX annual fee for XXXX. When asked she couldn\'t give me any response as to why that happened and when I refused to pay she said she would charge me the XXXX$ annual fee until the original 500$ that I put to fund the card initially would depleted and I would still have to keep on paying until my account was closed.'

Company response to consumer: Closed with explanation