Consumer complaint received 2025-11-06 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: FL

Complaint narrative:
I am filing this complaint against Self Financial and Lead Bank because they furnished inaccurate and incomplete information about my Self Credit Builder Account # XXXX. 

In late XXXX and early XXXX three months prior to account being negatively reported. During Pandemic, I was XXXX XXXX XXXX  and suffered serious financial hardship. During this period, I contacted Self Financial several times, explained my illness, and specifically requested that my Credit Builder account be closed to avoid further charges or delinquency. Despite this, Self never closed the account. Months later, they reported the account as 60 days late to XXXX XXXX, and XXXX. 

The account in question was a secured credit builder loan, backed by a certificate of deposit, and was not a traditional unsecured loan. The purpose of the product was to help consumers build credit, not to cause additional damage during a national health emergency. 

On XX/XX/XXXX, I spoke with a Self Financial representative who was unprofessional and told me, under the FCRA, we did everything right. This is inaccurate and dismissive of the laws that apply. Under the CARES Act Section 4021, FCRA Section 623 ( a ) ( 1 ) ( A ) and ( a ) ( 2 ), and CFPB Regulation V Section 1022.43 ( e ), furnishers must report credit data that is complete and fair and must update records when a consumer reports a XXXX hardship or requests an accommodation. During that call Self Financial stated that they had no record of any of my prior calls or closure requests from late XXXX or early XXXX. That is unacceptable because I spoke with customer-service agents several times while I was XXXX XXXX XXXXXXXX and clearly explained my hardship and request for closure. A company that furnishes credit information has a duty to maintain accurate account records and review all relevant consumer communications. Failing to retain or review those call records means Self Financial did not conduct a reasonable investigation as required by FCRA 623 ( b ) and CFPB Reg V 1022.43 ( e ).

I also asked Self Financial to confirm that my account was closed when I reported my hospitalization and to explain why it was later reported late. They have refused to provide this information or to correct the reporting. My credit reports now include the note consumer disputes this account information ; meets FCRA requirements, which is misleading because Selfs investigation ignored my XXXX hardship and closure request. 

I am requesting that Self Financial and Lead Bank be directed to : Conduct a new reasonable investigation under FCRA Section 623 ( b ) ; Review their internal call logs and correspondence from late XXXX and XXXX ; Remove the 60-day late payment and the dispute notation from all credit bureaus ; and Update the account to show Closed at consumers request during XXXX hardship. 

I am attaching my XX/XX/XXXX statement showing Selfs hardship assistance message, my current credit report excerpt, and my certified letter sent XX/XX/XXXX. I can provide hospital records upon request.

Company response to consumer: Closed with explanation