Consumer complaint received 2025-06-24 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Self Financial Inc.
State: MO

Complaint narrative:
In XXXX, I signed up with Self Inc. for their Credit Builder Account program. This program was marketed to help individuals improve their credit scores by making monthly payments that would be reported to the major credit bureaus. I agreed to the terms, created the account under my legal name ( XXXX XXXX ), and began making consistent monthly payments of {$25.00} over the course of an entire year. 

Despite meeting all payment obligations on time and in full, I later discovered that not a single payment from this account was reported to any of the three major credit bureaus. When I contacted Self Inc. to address the issue, they claimed that due to an inconsistency in the last two digits of my Social Security Number, they were unable to report my account to the credit bureaus. 

This explanation is deeply flawed and unacceptable for several reasons, both legally and ethically. 



Key Violations and Concerns 1. Negligent Identity Verification Self stated in writing that they are required to collect and verify Social Security information during the application process. However, their system failed to detect a mismatch in my SSN at the time of account creation. This represents clear negligence : If they had followed proper verification procedures, they would have rejected or flagged the application. 
Instead, they allowed the account to remain active for over a year, collecting payments while knowingly failing to fulfill the core promise of credit reporting. 

2. Breach of Contract The entire purpose of the Credit Builder Account is to build credit. I entered into the agreement with the understanding that my responsible financial behavior would be reported to credit agencies. 
I received none of the benefits promised. 
Self retained my money while failing to deliver the primary service. 
This constitutes a material breach of contract and unjust enrichment. 

3. Contradictory and Misleading Credit Reporting Self told me they could not report due to an incorrect SSN yet I later found a Self-related tradeline reported on my credit report, as well as a payment from the Self Visa card. 
This contradiction implies that Self either : Did report under the correct SSN, making their explanation false ; or Reported under the wrong SSN, which constitutes a misrepresentation of identity and may have merged my financial data with someone elses credit profile. 
Either case reflects a violation of the Fair Credit Reporting Act ( FCRA ) and could expose me to financial harm or identity confusion. 

4. Refusal to Refund Funds Collected Under a Faulty Account Self refused to refund the funds I paid over the year, claiming the account does not belong to me because of the SSN mismatch even though : It was created in my name. 
It was tied to my email. 
I was the one making the payments. 
They maintained contact with me and confirmed the account history. 

This results in a highly disturbing contradiction : Self took money from me for a service they say they couldnt provide, and then claimed Im not entitled to reimbursement because of their own verification error. 


Personal and Financial Impact This experience has caused me severe emotional distress, as well as real and measurable financial harm : I entered this program specifically to improve my credit score in preparation for major life goals such as securing business credit, auto financing, and potentially homeownership. 
After a full year of paying diligently, I discovered zero progress on my credit due to Selfs internal failure. 
I was denied opportunities because of a credit score that should have improved under this program. 
I now have the additional burden of pursuing legal action and filing regulatory complaints just to reclaim funds and ensure my credit report is clean and accurate. 
I also have audio recordings of Selfs support team confirming the verification failure, which supports my claim. 


Requested Action I am requesting that the CFPB compel Self Inc. to : 1. Provide a full refund of all funds paid into the Credit Builder Account.

2. Acknowledge in writing their verification failure and contradictory reporting behavior.

3. Permanently correct or remove any false or partial credit entries from my report.

4. Provide fair financial compensation for the harm caused, including opportunity cost and emotional distress.

5. Open an internal audit to ensure this does not happen to other consumers as I believe this may reflect a larger pattern of systemic negligence or mismanagement.

Conclusion Self Inc. has acted in clear violation of consumer protection standards, and their practices may also put other consumers at risk. I trusted this company to help improve my financial future, and instead, I was misled, financially harmed, and then gaslighted with contradictory explanations about my identity and credit reporting.

I respectfully request the CFPB to take this matter seriously and hold Self Inc. accountable for their violations. 

Sincerely, XXXX XXXX XXXX  XXXX, XXXX

Company response to consumer: Closed with explanation