Self Financial Reviews (%countItem)
Self Financial Rating
Address: 515 Congress Ave Ste 2200, Austin, Texas, United States, 78701-3560
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I have completed my loan payment in full and Self won't release my funds. First they e mailed me stating that they would mail me a check on March 3 2020. Now they have blocked me from accessing my account online. And they keep asking me for more information to verify my funding which I have done. It seems they are trying to keep my money. I think they don't like it when you pay your total balance early
Because they don't make as much money when you do that. I basically decided I didn't want to be tied up for 12 months with this lender and I paid my account in full so I can be done with them. But they seem like they want to keep my money. Even though they have been paid in full!!
To Whom it May Concern,
Self Financial takes pride in getting all owed customer funds back to them in 10-14 business days per the timeline on our website. Mr. Johnson’s account was started on January 6, 2020, and was closed on February 18, 2020 when he paid the account off in full. Once the loan is paid in full the account is completed and Self starts the process to issue the customer’s refund. Prior to Mr. Johnson’s refund being sent to him two of the submitted payments were disputed by the account owner meaning two of his payments failed creating an outstanding balance owed to Self. Looking at his account, this is what I’m showing for the payments:
? Administration Fee - $9.00 – Successful – January 6, 2020
? Payment - $25.00 – Successful – January 22, 2020
? Payment - $500.00 – Failed due to chargeback, $15 returned item fee assessed – February 17, 2020
? Payment - $7.03 – Failed due to chargeback, $15 returned item fee assessed – February 18, 2020 The interest due on the account totals $8.49, returned item fees total $30.00 along with an early account closure fee of $0.13.
The total amount outstanding on Mr. Johnson’s account is $38.62. The one successful payment of $25 was applied to the $38.62 owed to Self Financial by our customer. Due to the final two payments submitted to his account failing a remaining balance of $13.62.
Asked for a refund. Self claims they issued it to the original form of payment a debit card with Citibank. Citibank said it has never come thru. *** from Self said to check with the bank sent a screen shot of an inner company line with refund but doesn’t show entire debit card no. They could have made a typo. Minimum 15 minutes on hold couldn’t get thru. The amount is $103.00. I can forward the email chain at least 7. Thus ya ridiculous.
Self Lender takes pride in ensuring all owed customer funds back to them in an expedientmatter.
This customer reached out via email on February 21, 2020 to request that the payment for $100made on February 20, 2020 be voided. We responded to Ms. via email on February 29,2020 that we could honor the request to void her payment and sent the request to our team toinitiate the refund.
Ms. reached out again via email on March 5, 2020 to follow up on her refund at whichtime we began an investigation to verify the refund status. Due to an isolated error the voidedpayment was not returned to the customer yet. We made an immediate correction andinitiated an entry to process the requested return of funds. The refunded funds were sent onMarch 16, 2020. We apologize for the inconvenience we caused Ms..
BEWARE not use Self...They not answer phone calls,,They switched from Selflender to Self and Self shut off my autopay.. After they where the ones that shut off the autopay they reported it late. and ruined my credit.
All type of payment are not accept other than bank account ach withdrawal tried to contact support to see what other payment they accept but dont accept any other than bank debit card and ach checking also form state closed during advertised open hours
Self Lender takes pride in being transparent with our product and company information. Thecustomer reached out on February 27, 2020 asking to make a payment with Western Union orMoneygram which we informed him we are unable to process.
We are unable to accept check or paper currency as a form of payment as the Credit BuilderAccount and Self Visa card are online programs where all payments do need to be processedthrough our secure online server with a personal debit card or checking account.
The customer emailed in December asking how to add a new debit card at which time weresponded with the requested instruction in less than 12 hours. Per the desired settlement onhis complaint we have reached out to the customer on March 2, 2020 with instructions to closehis account.
I paid a monthly installment by debit card and was charged extra for processing. This company still tried to charge my other account then charged me a return check fee for a payment that was already collected.
Self Lender takes pride in being
transparent with our product and company information. This customer made
payments from a checking account during the months of September 2019 – December
2019. On December 21, 2019 he made his first payment with a debit card.Customers who pay directly with their checking account (via ACH)
are not charged any additional fees. However, for payments by debit card, there
is a 3% + $0.30 transaction fee. This fee breakdown is displayed on the payment
page which is used by the customer to send in any payment. Payments can be
switched to ACH, payments made with a checking account, at any time to save
themselves the debit card processing fee.Two payments were submitted from the debit card on December 21,
2019 and January 10, 2020 with a failed payment from the same debit card was
submitted on December 25, 2019. On February 21, 2020 the customer’s automatic
payment drafted from his banking account and was returned to us by his banking
institution and failed. Any time an ACH payment fails, there is a $15 return
item fee per the account terms and conditions agreed upon at account creation. As mentioned in his statement of his problem the customer reached
out to close his account which we honored within 24 hours of his request.
Self lender allowed me to sign up and pay monthly for a 24 month CD which was to be deposited last month after completion of the 24th payment. Somehow self sent my money to an old bank account number even though they had no problem pulling payments from the new account every month. I use the same bank now just a different account number after two weeks of waiting I called my bank and questioned what happened and they actually saw the payment being returned due to the old account being closed. Self said via chat it would take 3-5 business days if that was the case and they sent payment January 23rd. Self has not sent my money to the correct account often times going one week between returning emails or not returning contact at all. They have my current address which is where they have been authorized to send the check. I've requested managers to contact me but "there on vacation", your trying to tell me you have one single manager for an entire finance company and he's on vacation? They will do anything not to pay you and find every reason to take your money in fees.
Self Financial takes pride in getting all owed customer funds back to them in a timely manner. The customer’s account, started on January 17, 2108 was closed on January 17, 2020, and we have issued the funds owed to him for the successful payments submitted via the payout preference selected by the customer.The customer reached out to state that he had not received his deposit, so a check was mailed on February 27, 2020 to the confirmed address provided by the customer. We apologize for the delay with the post office as all our checks are sent USPS first-class but promptly sent a check to ensure customer receipt.
on 12/19 I sent an email requesting to close my accounts. On 12/20 I received a response stating I had a balance of $9.89 to pay in order to close the accounts. I submitted payment the same day and sent another email. on 12/23 I received a response stating that they needed a second confirmation requesting to close. I completed that step within minutes. on 1/19 I received an email stating I had a payment due. I logged into the account to see a fee incurred on 12/26, AFTER I completed all required steps to close the account. I have gone back and forth with Self since then to get it corrected. They are still saying I need to pay the fees. I did everything I needed to do on my end, so these fees are their error. The account should have been closed prior to any fees being incurred.
Self Lender takes pride in being transparent with our products and company information. Withthe release of our Self Visa secured credit card we have experienced an increase in volume fromcustomers reaching out to our Customer Success team. To meet the demands of our customers,Self is aggressively hiring and growing our support team to handle the increased volume andlower the telephone hold times. We also offer live chat and email assistance during ourbusiness hours to assist customers and avoid the call hold time.
Payments submitted to the secured card take 2-4 business days to settle while funds aretransferred from the customer’s banking institution and applied to their account.
Due to an oversight, the customer’s Credit Builder Account was closed rather than just her SelfVisa secured card as requested. We did use this situation internally as a training opportunity forour team to ensure this isolated situation does not occur again. We have reached out to thecustomer to apologize for the oversight and offer possible resolutions. To date, we have notheard back from the customer.
Complaint: ***
I am rejecting this response because:I have not heard from self since the day before I filed this complaint. I responded to every email that was sent, stating my concerns along with screenshots. I paid via debit card and it posted to my account immediately, so the explanation of it taking time to post just isn’t true. Also, in all the correspondence between myself and the company, this is the first I’m hearing of that. Also, my credit builder account was not closed in error. I requested BOTH accounts be closed. The error, again, is due to the delay in action on their part.
Regards
There’s no customer service at this company there’s no communication between the customer and them but automated emails no customer service what so ever you call and your on hold over 30 minutes no one answers I been contacting them to close my credit account and they close my builder account for no reason and not answering me abot closing the credit card I made a payment and it’s not posting I just want all my money back from this company I feel like they don’t care and don’t have enough staff
Self Lender takes pride in being transparent with our products and company information. Withthe release of our Self Visa secured credit card we have experienced an increase in volume fromcustomers reaching out to our Customer Success team. To meet the demands of our customers,Self is aggressively hiring and growing our support team to handle the increased volume andlower the telephone hold times. We also offer live chat and email assistance during ourbusiness hours to assist customers and avoid the call hold time.
Payments submitted to the secured card take 2-4 business days to settle while funds aretransferred from the customer’s banking institution and applied to their account.
Due to an oversight, the customer’s Credit Builder Account was closed rather than just her SelfVisa secured card as requested. We did use this situation internally as a training opportunity forour team to ensure this isolated situation does not occur again. We have reached out to thecustomer to apologize for the oversight and offer possible resolutions. To date, we have notheard back from the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I open my account with self lender in 10/2019 agreeing to pay $150 per month. October, November payments were processed fine...December‘s payments were made before the due date plus I made two payments in advance and my statements reflected if no pay was made by January 22nd I would than get a late fee assessed. This was my statement for the month of December.,which I paid in advance for December and January because I know January is slow for my business as I don’t need to get a late because the new year I’m buying a home so I thought. After putting my 5k in escrow
For my new home afterwards my credit score dropped by 56 points.
My lender contacted me and informed my if I don’t get my score correct I could lose my deposit as my credit score no longer qualified for my home. I then contacted self lender numerous times throughout the day and due to the lack of employees very little customer service representative support is available and any employees you reach the wait time is at least 45 minutes to an hour until you can speak with a representative. Finally my call was taken! I begged and I pleaded with the customer service rep to please keep me in contact with a supervisor or someone that could help me resolve this issue but he couldn’t the only thing he said is they were a call center and that I had to email Support to help me in order to try and resolve the issue I did composed an email explaining my situation to self lender asking them to give me a goodwill correction not even pleading my case that I’m not late but just saying please correct this as it is going to cost me $5000 and also going to cause me to lose my home in escrow. Self-lender replied back their basic reply stating we follow report guidelines and good will deletions is a case by case situation. I than replied this is your mistake I need you to correct it or I have no choice but to take you guys to court and file a lawsuit regarding my 5k loss Stress and anxiety due to your errors. I explained I feel that you guys take our money to build your wealth on the consumer’s hard earned my money, while claiming to help us build credit. Typically if a consumer is 60 days behind then they will receive a 30 day late on their report in my instance I wasn’t even behind and you guys still reported a 30 day late on my report.,, I pleaded please correct this error, They still replied the very same message.
Here I am going through the process to file my complaints as I move forward in failing my lawsuit against this company. Guys take your business elsewhere as these people are worse than dealing with a real bank getting a prepaid card is better than their services. They’re constantly advertising for new customers but yet do not have enough staff support to handle their current customers that’s why your wait time is 45 minutes to an hour long before you can even speak to a representative and hopefully that representative can speak English and can help you. I urge all take business elsewhere.
Self Financial takes pride in remaining compliant and ensuring accurate reporting for each customer. To help our customers avoid negative reporting, we send customers emails at 1 day, 10 days, 15 days, 30 days, 60 and 75 days past due to make them aware of their account status. The customer opened an account with Self Financial on October 7, 2019 and entered into a contractual agreement to make a monthly payment of $150.00. Self Financial takes pride in ensuring accurate reporting for all customers and offers our customers a grace period of 15 days before a late fee is assessed on their account, and payments are reported to the Credit Bureaus when it is 30 days overdue. The customer submitted the administration fee of $15.00 successfully on October 7, 2019 successfully to open the Credit Builder Account. The customer made her November payment prior to reaching 30 days past due but there were no successful payments made during the month of December 2019 or January 2020.
We have reviewed this customer’s account and confirmed that account statuses were accurately reported based on their payment history with Self Financial. Customers can chat/call/email at any time to cancel their Credit Builder Account for any reason prior to reaching 30 days past due, however, we do need to receive the request directly from the customer which we did not receive prior to them being 30+ days past due.
We apologize for the long phone wait times and are continually adding staff to our support team as well as staffing email and chat correspondence for quicker response times for our customers.
Complaint: ***
I am rejecting this response because: their portal has deficiencies which locked me out and I was not able to make my payment this is not my fault their portal does not work all the time nor do they offer any other options to make payment. I also tried to make payment via check and my check was returned back to me saying all payments must be made through the portal. I have stated the process of filing my lawsuit because of their unfair reporting efforts I now lose my down payment I deposited into escrow and do not qualify for my onced approved mortgage.
Regards
Self Financial, Inc. strives to ensure accurate reporting for each customer in accordance with its obligations. To help our customers avoid negative reporting for missed payments, we send customers emails at 1 day, 10 days, 15 days, 30 days, 60 days and 75 days past due to make them aware of their account status. Below are the dates the past due emails were sent.1. 11/17/2019: 10 days past due email was sent for the 11/07 payment2. 11/23/2019: 15 days past due email was sent for the 11/07 payment3. 12/08/2020: 1 day past due email was sent for the 12/07 payment4. 12/17/2020: 10 days past due email was sent for the 12/07 payment5. 12/23/2020: 15 days past due email was sent for the 12/07 payment6. 01/06/2020: 30 days past due email was sent for the 12/07 payment7. 01/08/2020: 1 day past due email was sent for the 01/07 payment8. 01/17/2020: 10 days past due email was sent for the 01/07 payment9. 01/23/2020: 15 days past due email was sent for the 01/07 payment10. 02/05/2020: 60 days past due email was sent for the 12/07 payment11. 02/08/2020: 1 day past due email was sent for the 02/07 payment12. 03/08/2020: 1 day past due email was sent for the 03/07 paymentA review of your records indicates that a Credit Builder Account with Self Financial was opened in your name on October 7, 2019 with an agreement to make a monthly payment of $150.00 for 12 months. The monthly due date for this account is on the 7th. Self Financial offers our customers a grace period of 15 days before a late fee is assessed on their account, and payments are reported to the Credit Bureaus when 30 days past due. Below is the payment history we show on your account:10/07/2019: $15.00 – Payment for Administration Fee - Successful11/07/2019: $150.00 – Monthly Payment - Failed due to insufficient funds11/25/2019: $172.50 – Monthly Payment - Successful12/26/2019: $157.50 – Monthly Payment - Failed due to insufficient funds02/05/2020: $330.00 – Monthly Payment - Successful02/14/2020: $150.00 – Monthly Payment - SuccessfulEmails were also sent on 11/13/2019 and 01/03/2020 notifying you that the payments made on 11/07/2019 and 12/26/2019 had failed. According to our records, no successful payments were made in December 2019 or January 2020. We reviewed the account history and confirmed that account statuses were accurately reported to the credit bureaus based on the payment history. Our records show on 12/26/2019 that there were three failed login attempts and that the password was successfully reset. The next failed login attempt was 02/08/2020 and the password was then successfully reset on 02/26/2020. Customers are able to communicate with our Customer Success team by online chat, telephone or email. Credit Builder Accounts can be closed for any reason at any time. We apologize for the long phone wait times and are continually adding staff to our support team as well as staffing email and chat correspondence for quicker response times for our customers.
Complaint: ***
I am rejecting this response because: because it does not matter how many days past the due date you show I was behind because your failing to understand I could not log into your portal which is negligent on your behalf. Now I have a 30 day late on my credit and I;m losing 5k from my earnest money deposit. I Thought self.lender was in the business of helping it clients not hurting them. Please consider giving me a goodwill adjustment I will pay my account in full and close my account, and claims. I would rather have a happy satisfied client apposed to an unsatisfied one.
Regards
Self Inc. They offered me a credit card after I used there credit builder account. I made my payment of $50.00 a month for 6 months straight then they offered me a secured $175.00 credit card which they funded from my proceeds. I made my payments on the credit card but being on the west coast I made them after the cut off time. The payments due on the 17th were credited on the 18th. Subsequently, they reported to Experian a 30 day late payment.. I called and explained the way credit works and technically I can not be reported 30 days late until after 30 days a payment was not made from the due date. They said they have every right to report me since they are a secured card and they make there own rules!!! Please proceed with caution with this company.
I also paid off my credit builder account and they never sent me my refund.
I accepted the terms of the credit card as the company did assist with the bond account that did help with my credit score.
The positive experience ended there.
Fast forward to today, it is February, I signed for the card in September, and still have not received the card.
To make matters worse, I now have a late payment posted to my credit report, for this card, that I have not received, nor activated.
Despite several emails, and chat messages, the company has not contacted me regarding this complaint.
Of course I’ve receive the email notification to make a payment towards a card, I do not have, nor have inactivated.
Of course, I’ve received the automated emails that they had received my message, and someone will be contacting me....
However, not once has this happened, and now my credit score is effected.
To think that I paid for this service...
I applied and paid for a secured card with Self. After paying my first bill in full I was told that the hold would drop off. Why there was a hold I still don’t really know. They say it’s because I met or exceeded my limit. That’s odd why was the hold out on when I paid the bill not when the credit limit was “exceeded”. I can now no longer pay anything on the card. Any attempted purchases automatically get declined and now I’m out double the money I paid for it without any of the benefits.
Self Lender takes pride in being transparent with our product and company information. When a customer reaches maximum utilization on their Self Secured Card it becomes “locked” and no further purchases can be made until the customer makes a payment to bring down their balance.When a transaction occurs, there is a processing time between when the purchase is made and when the merchant completes the transaction at which time the funds are “on hold” on the card until they are fully transferred to the merchant for a purchase. We have reached out to the customer via email on February 2, 2020 to follow up on his complaint and offer to cancel his accounts per his request in this complaint. To date, the customer has not responded.
I opened a Self builder account in December of 2018. I have completed the account as of December 2019. I was to be issued a check in the amount of $247.55. I did receive the check, an went to deposit it via the ATM at my bank. I later found out that my bank withdrew the amount from my account as they state that the name on the check is not an account owner. I have not been able to retrieve the check from the bank, only a carbon copy. I reached out to Self customer service with this dilemma and they advised that I have my bank contact them. *** did not do so. I reached back out to Self and asked on numerous occassions if the check could just be reissued as I am sure they can put a tracer on the check that was issued to me and can see that it has not been cashed or at least it should not have been cashed, at least not by me. They informed me this is not their policy. Okay, so now the money that I deposited into my Self account, I still have not received. I have been back and forth with my bank and Self Customer Service to try and resolve this issue and have not reached an agreeable solution.occasions
Self Lender takes pride in being transparent with our product and company information. The customer reached out on January 29, 2020 asking about there payout. We did not see any issues with the check that was sent for the payout. We have reached out to the customer again to ask the best way to send her the funds. We are currently waiting for a reply from the customer.
I opened my account and everything went fine. However, when I went to make my first payment they no longer accepted my card. It was not an availability of funds issue. After trying to resolve this issue I finally closed out the account after 2 months. I contacted customer service to fix this issue to no avail. I contacted them again after they showed up on my report as 60 days late. They will not fix it.
It is unfair for a company to make you late because they stopped accepting my card issuer.
Self Financial takes pride in remaining compliant and ensuring accurate reporting for each customer. We have received the customer’s request to review her late reporting and our compliance team has honored her request to remove the late reporting for her closed Credit Builder Account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
They do not report to all 3 credit bureaus...and when they do report its not on time. Tried contacting them but got nowhere.
BEWARE *** BEWARE *** BEWARE *** BEWARE *** BEWARE ***
I stumbled across this company and obviously accidentally signed up for this but it was a huge mistake. These people will hurt your credit not help build it! These people have reported me to the credit bureau twice for money I never borrowed or received. I've never heard of anything like this. The ABSOLUTE worse experience ever!!! DO NOT DEAL WITH THESE PEOPLE IF YOU ARE TRYING TO REBUILD YOUR CREDIT. THEY WILL TOTALLY MESS YOU UP. This is a word to the wise before you make the same mistake that I did!!!
*** BEWARE *** BEWARE *** BEWARE *** BEWARE *** BEWARE
My credit builder account was closed and I was supposed to receive a check for my balance, I never received it, they stated they mailed it to a former address, I provided my current address and still haven’t received this check and it’s been over a year. I am at the point where I am going to file a small claims petition.
Self Financial takes pride in getting all owed customer funds back to them in a timely manner. The customer’s account, started on March 12th, 2018, was closed on January 17, 2019, and we have issued the funds owed to her for the successful payments submitted. This customer’s refund was sent via check to the current address on file entered by the customer.The customer reached out to state that she had not received her check, so a duplicate was mailed to her on January 31, 2020 to the updated and confirmed address provided by the customer. We apologize for the delay with the post office as all our checks are sent USPS first-class but promptly sent a duplicate to ensure customer receipt of the check.
I had an account with Self Lender back in March-May 2019. At 35 days past due I had spoken with their chat support requesting an extension to my payment and was advised they do not do extensions and the best thing would be to cancel my account. I was told by the chat representative that I had to request to cancel in two separate forms one being the chat and the 2nd form I requested cancelation by email which was done on 5/21/19. My account was never canceled and was left open until July 2019 and my credit report not only was dinged with the 30day late that was my fault, but it also now shows 2 60day late payments for June and July 2019 (after I had requested a cancelation on 5/21/10). I have tried many times to work with this company to get this resolved but you are never allowed to speak with anyone they just tell you no managers are on-site and that you have to wait 3 days for a response from the email, and the only people that can help you are in the compliant department yet you can not speak by phone to anyone in the complaint department. I would like to get this resolved without having to reach out to the Consumer Financial Protection Bureau.
"Self Financial takes pride in remaining compliant and ensuring accurate reporting for each customer. Based on the agreement signed to open a Credit Builder Account, late payments are subject to be reported to the Credit Bureaus when it reaches 30+ days overdue. To help our customers avoid this reporting, we send customers emails at 1 day, 10 days, 15 days, 30 days, 60 and 75 days past due to make them aware of their account status.
The customer sent an email requesting to close his account on May 21, 2019 and his account has been updated to reflect this. The customer’s late reporting has been updated to reflect only one 30 day late report on the customer’s credit report as the customer was more than 30 days past due on 5/21/2019."
I made several payments to pay down my balance to a 29% credit utilization approx. 5 days before any minimum payment was due. These payments did not appear or credit to my account. In haste, and with the deadline approaching, I contacting customer service several times asking where my credits were. The money had been taken from my checking account without issue. The agent indicated that it can take up to 3 business days for payments to credit to my balance, and to not worry, as the payments would go through before the statement close date. I confirmed this with another agent as well. I was satisfied with that answer. However, my payments did not credit to my account. Before my statement for the month ended, I paid down my balance to $29. This is reflected in my statement. However, Self reported that my balance was $50. This took my credit score down from 719 to 694. The incorrect balance has greatly impacted my credit score. I have been using Self for over a year, and have never had an issue. I pay on time, and have not even had to pay any interest because of how quickly I pay. Due to what appears to be a computer error or human error on the part or Self, my credit took a hit. This is completely unacceptable.
Self Financial takes pride in remaining compliant and ensuring accurate reporting for each customer. Per Self Financial’s reporting schedule reports are compiled at the end of the month and sent out to the credit bureaus early the following month. The balances that Self Financial reports to the bureaus include any payments successfully submitted and settled to a customer’s secured credit card from day 1 of the month to the last day of the month.
A final December payment of $5, submitted at 11:39 CT on December 31, 2019, was not included in the balance data provided to all three bureaus due to the time of payment submission. When the $5 payment was submitted the customer’s balance updated to reflect a remaining balance on her Self Visa card of $45.23. Self has issued an update to the customer’s credit report to accurately reflect an end of month balance of $45.23 for December 2019.
I started with one of their credit builder loans and that experience was good. No real issues other than delayed reporting to Transunion. That's why when they launched their credit card I decided to get it. I regret that now. They claim to want to help people get their credit back on track but in reality they act worse than regular credit card companies. They charge stupid fees for stuff like a returned automatic payment or if you want to make a payment with your debit card. Also when they report to the credit bureaus they actually specify that the card is a secured card. No other secured cards get reported that way. My advice is not to bother with their credit card as its nothing more than a way to nickel and dime people who can least afford it.