Consumer complaint received 2024-06-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Self Financial Inc.
State: MD

Complaint narrative:
Self Financial appeared on my credit report on XX/XX/24 as a new account opened XX/XX/24. I called the company at the number on the credit report, XXXX, I received the message, " If you are calling to dispute an account on your credit report, contact your credit bureau. We do not process disputes over the phone ''. I submitted a dispute for the account with XXXX on XX/XX/24. On XX/XX/24, the results were, Self Financial confirmed the account and it remains on my report. I called XXXX and after answering several questions, the dispute was updated to a fraud dispute. The XXXX rep directed me to call Self Financial again to request the statements they have on file because the credit bureaus do not receive any documentation from the companies during dispute process. I called Self Financial again and followed the prompts as a current customer. The rep could not find my account with the last 4 digits of my actual social, phone number or address. I gave her ( XXXX ) the account number on my credit report and the last 4 digits of the " variation SSN '' now on my credit report. With this information, she pulled up the account ( ultimately proving its not mine ) but refused to send me the statement, promissory note ( ID used, signature ) address or phone number on file that I could send to the credit bureaus. I asked how the company Self Financial was able to verify this was my account to the credit bureau if none of the info matched the info on my credit report besides my name? I also asked where the company was located, XXXX stated they were in " off-shore XXXX '' XXXX A Kansas address is listed on my credit report and a Texas address is listed on XXXX I requested a supervisor multiple times and was transferred to XXXX ( ID XXXX ). She claimed to send me the statement via email while on the call, she did not. She sent a claim number ( XXXX ), claiming each new email had the statement attached. On XX/XX/24 at XXXX ( ET ), I received the following email from Self Financial as a result of their " investigation '' after ending our call at XXXX ( ET ) and XX/XX/24 XXXX their time : " Self Financial XXXX XXXX, Account : XXXX [ XXXX ] We received your notification of potential identity theft and have reviewed the account ( s ) with Self that you stated should not be associated with you and/or should not appear on your credit bureau report ( s ) .

We have completed the investigation into your claim and have determined that the account ( s ) is valid and is reporting correctly. 

This decision was based on a thorough review of public records and/or activity on the account including but not limited to log-ins, related accounts, payment methods, calls, chats, and emails. 

If you have additional information and/or documentation that you feel supports your claim, you may supply it by replying to this email. We will thoroughly review any additional details, however we can not guarantee that it will change the outcome. You will receive a reply via email. 

Thank you, Self Fraud Investigation Team '' I sent the following reply at XXXX ( ET ) : " Send copy of the promissory note, including ID and signature used to open this account, email address on file associated with this account, billing statement, address and phone number associated with this account. '' Self Financial replied : " Self Financial XXXX XXXX, Account : XXXX [ XXXX ] We received your notification of potential identity theft and have reviewed the account ( s ) with Self that you stated should not be associated with you and/or should not appear on your credit bureau report ( s ).

We have completed the investigation into your claim and have determined that the account ( s ) is valid and is reporting correctly.

This decision was based on a thorough review of public records and/or activity on the account including but not limited to log-ins, related accounts, payment methods, calls, chats, and emails. 

If you have additional information and/or documentation that you feel supports your claim, you may supply it by replying to this email. We will thoroughly review any additional details, however we can not guarantee that it will change the outcome. You will receive a reply via email. 

Thank you, Self Fraud Investigation Team ''

Company response to consumer: Closed with explanation