Self Lender

The customer signed up for a credit builder account on August 14, The customer agreed to all terms and conditions of the account and received copies of all documentation Self Lender has documented communications with this customer since the consummation of the account Since Self Lender is an online based business, Self Lender utilizes SMS messages, email notifications and messages through the online Self Lender portal as its primary source of communication A full copy of the loan documentation is provided in our portal which we show he has logged into since the loan consummation date The customer received numerous messages about payment due dates, late notices and credit bureau reporting.The customer inquired about additional payment options on August 14, which we responded to on August 15, Since this time, the customer has not reached out to inquire directly about this issue Self Lender offers several options for customers who are struggling to pay including closing the account Self Lender takes pride in providing a product and service to help consumers build their credit and save money We encourage the customer to phone us directly for these options and to provide us the opportunity to satisfy the complaint.We tried several times to contact the customer to work out this complaint together, but were unable to reach them

Self Lender is providing multiple options to this customer to receive their payoutThis customer rejected electronic payout options and asked for another check to be sent to their requested addressSelf Lender has contacted the customer multiple times to ensure the customer received their checkWe have not received a response

This customer in question opened their account in October We have accurately reported his payments to the credit bureaus in a timely fashionSelf Lender does not make guarantees to customers that at the completion of their credit builder account their credit score will go upCredit has many variables that may impact a consumer's credit score ie, other accounts, credit inquiries, unpaid medical expenses, and other loan balancesWe have reached out and spoken to the customer to explain the details of his Self Lender Credit Builder Account

Self Lender takes pride in helping our customersCurrently, Self Lender reports to Experian, Equifax and TransUnion once a month at the beginning of every monthPayments will usually appear 30-days from the first due dateReports are compiled at the end of each month and sent out to the credit bureaus early the following monthThe credit bureaus will then decide when to process and post the reportAll payments will appear retroactively when the account is posted to credit reporting.Self Lender has contacted this customer and this reporting issue has been resolvedAll issues have been addressed and this customer is satisfied with the resolution

Self Lender takes pride in servicing our customers with efficient and timely refund processes Self Lender discloses to all customers the refund process will take 10-business days after the customer’s final payment and payout option selection The refund for this customer was issued within this timeframeThe customer did receive their refund and negotiated the instrument

This customer’s payout was mailed on 1/22/to the mailing address that the customer listed on fileOn 2/6/18, the customer contacted Self Lender and related that they recently had an address changeThe customer requested to have another check sent to their P.OBoxSelf Lender verified the P.O box address with the customer and another check was sent to the P.OBoxOn 2/17/18, the customer stated they did not receive the second checkSelf Lender is discussing alternative electronic payout options with the customer and is waiting for a response from the customer

Self Lender takes pride in servicing our customers with efficient and timely refund processes Self Lender discloses to all customers the refund process will take 10-business days after the customer’s final payment and payout option selection This customer completed their final payment on November 3rd, & the refund check was sent on November 15th, 2017, within the refund timeframeThe customer did receive their refund and negotiated the check

Self Lender takes pride in servicing our customers with efficient and timely refund processes Self Lender discloses to all customers that the refund process will take 10-business days after the customer’s final payment as the account and final payoff fully processes This information can be found on the Self Lender website and is also disclosed in several email notificationsThe refund for this customer was issued within this timeframeWe have reached out to this customer to further clarify and discuss this matter

Self Lender takes pride in servicing our customers with efficient and accurate processesSelf Lender discloses to all customers the refund process will take 10-business days after the customer’s final payment and payout option selectionSelf Lender recognizes this particular isolated incident should have been handled more efficientlySelf Lender has evaluated its current refund process to ensure refunds are processed in an efficient and timely mannerThis customer did receive their refund and negotiated the instrument

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 12746751, and find that this resolution is satisfactory to me. Regards, [redacted] ***

Currently, Self Lender reports to TransUnion, Experian and Equifax once a month at the beginning of every monthPayments will usually appear 30-days from the first due dateReports are compiled at the end of each month and sent out to the credit bureaus early the following monthThe credit
bureaus will then decide when to process and post the reportAll payments will appear retroactively when the account is posted to credit reporting.This reporting issue has been resolved and Self Lender has reached out to the customer for further clarification

Self Lender takes pride in helping our customersCurrently, Self Lender reports to Experian, Equifax and TransUnion once a month at the beginning of every monthAccounts are also first reported when a customer completes their first monthly payment by there first monthly due dateThis customer
opened an account on September 2nd, The customer’s first payment was completed on their first due date of October 2ndSince Self Lender reports on a monthly basis, this first payment and all other October payments are reported at the beginning of NovemberSelf Lender was able to verify that all information has been reported accurately to the credit bureaus for this customer at this timeSelf Lender recognizes the importance of having the most the current information reported to the credit bureaus and is striving to enhance reporting proceduresSelf Lender has reached out the customer for further discussion and clarification

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution is somewhat satisfactory to meI received the check, however it was postmarked four days after the check was printedThe post office will postmark mail on the day it's received, worst case, the next dayI still believe they were not truthful regarding when the check was sent outThey belittled my complaint, and my check arrived too late to take care of Christmas needs.
Regards,
*** ***

This customer signed up for a credit builder account on October 13, 2016. The customer agreed to all terms and conditions of the account and received copies of all documentation. Self Lender has documented communications with this customer since the consummation of the account.
Since Self Lender is an online based business, Self Lender utilizes SMS messages (text) and email notifications as its primary source of communication. Self Lender sent numerous messages about payment due dates, failed payment notices and credit bureau reporting.During the investigation Self Lender verified one payment was received on this account. In speaking with the customer on March 22, the customer indicated the email address on file was no longer valid and Self Lender verified the email address was never updated by the customer, therefore; the customer was not receiving communications. Self Lender verified this account is reflected accurately with the credit bureaus as closed. Self Lender has reached out to the customer to discuss this complaint and its resolution

Complaint* ***
I am rejecting this response because: I was told to days
Regards,
*** ***

Self Lender takes pride in best helping their customers and ensuring a timely refund processThis isolated situation was resolved and the customer has received their check

Self Lender takes pride in ensuring an easy and efficient payment, cancelation and refund processThis customer completed a $ACH payment on 2/9/and received an email notification of the successful payment at the time the payment was completedOn 2/10/18, the customer emailed a request to
have their account canceledThe account was canceled on the next business daySince the $payment was completed successfully on 2/9/and the request to close account was made on 2/10/18, the $payment could not be stopped and will be included in the refund issued to this customerA refund has been initiated and will be sent to the customer within 10-business days of account cancelation

The customer in question originally signed up with Self Lender with the incorrect issuesDue to the customer providing the incorrect social originally it caused complications to get the account set upA ticket was placed with our engineering team to get this matter resolvedThe customer as of
12/15/has been able to log into her account and get to their referral linkIf there is additional information that will be required please feel free to let us know

Self Lender takes pride in helping our customersCurrently, Self Lender reports to Experian, Equifax and TransUnion once a month at the beginning of every monthPayments will usually appear 30-days from the first due dateReports are compiled at the end of each month and sent out to the credit
bureaus early the following monthThe credit bureaus will then decide when to process and post the reportAll payments will appear retroactively when the account is posted to credit reporting.Self Lender was able to verify that all information has been reported accurately to the credit bureaus for this customer at this timeSelf Lender has reached out to the customer to clarify this matter

Self Lender takes pride in helping our customersCurrently, Self Lender reports to Experian, Equifax and TransUnion once a month at the beginning of every monthPayments will usually appear 30-days from the first due dateReports are compiled at the end of each month and sent out to the credit
bureaus early the following monthThe credit bureaus will then decide when to process and post the report.This customer opened their account on December 15, and their first due date was January 15th, Self Lender was able to verify that all information has been reported accurately to the credit bureaus for this customer at this timeSince payments typically take 30-days to appear on reporting from their first due date, this customer is still within the standard reporting timeframeSelf Lender has reached out the customer for further discussion and clarification