Self Lender

Complaint: ***
I am rejecting this response because: This is not accurateI'm very disappointed that they gave a standard rebutalThey obviously don't take the complaints seriouslyThis doesn't explain what happened at all, and the way they report has nothing to do with anythingI was contacted by *** (a *** at self lender) and he apologizedHe admitted that they handeled everything wrong, and also admitted they have been having a major problem working with the Bank and the Credit Reporting agencies, and that nothing was being reportedHe mentioned it has been going on for a while, and they are working to get it resolvedI addressed my frustration that they don't just tell people that, and instead try and give you the same generic rebutal about how they report, and that it takes to days, etc etcHe said he doesn't know when the reporting will be fixed, but said it may take up to daysIt still isn't showing up on all credit reports, and to this point nothing was resolved except for the *** calling me and saying it is 100% their faultBut then they respond to the Revdex.com with a generic reply saying the same thing (that they clearly copy and paste for every complaint, just look at other complaints and view the business response.) instead of admiting they were wrong, they have an IN HOUSE PROBLEM, and it has nothing to do with the reportingThe Revdex.com should hold this company accountable as they don't seem to want to address the issue, and just admit that yes they are having problemsThey simply copy and paste the same reply to every complaint they get, say they resolved the issue when they didn't, and somehow keep their A rating??? I have the whole call recorded and can supply it to you upon request! Nothing was resolved, and I want the company to ADMIT on the Revdex.com that they have an in house problem, and that is why it is not reportingPlease spare me the standard copy and paste rebutal!
Regards,
*** ***

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
You disregard this complaint they handle the issue
Regards,
*** ***

Complaint:
I am rejecting this response because: This is correct however why is it taking so long to receive my pay outIt is now March still NO checkI have tried to set up *** to NO Avail. I don't have Pay Pal even though they mailed a check on 1/22/I did put in a change of address formStill NO check another check mailed outStill NO Check I have never been through so much back/forth to recieve a refund that is due to me.
Regards,
*** ***

*** ***
I am rejecting this response because:
Regards,
*** ***

We sent out the customer's refund check on December 14th We have spoken to the customer and confirmed that she has received her full refund checkThe customer states all issues have been resolved

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 processesThis information can
be found on the Self Lender website and is also disclosed in several email notificationsWe have reached out to this customer to further clarify and discuss this matter

At Self-Lender, we strive to service every customer to best of our abilitiesIn this current situation, the customer set up with an original checking account an attempted to set up with another accountAfter careful research, we cam to the conclusion that the information that the customer imputed
was no validWe contacted the customer and provided her the option of using another checking account or closing out her self-lender accountThe customer opted to have her account closed and we are issuing a full refund back to the customer

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 10-14 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 notifications. The refund for this customer was issued within this timeframe. We have reached out to this customer to further clarify and discuss this matter.

The customer clicked on a link that opens a separate new web browser page & redirected the customer to a third-party personal loan provider, unaffiliated with [redacted]. The URL, [redacted], does not advertise or mention any information about...

"impact" on a credit score (see attached). However, once the customer clicked on one of the links on the [redacted] URL, Self Lender cannot guarantee and Self Lender does not control any language on third-party partner websites (e.g. [redacted], etc.). Therefore, the customer applied for a product that is not on the Self Lender website, and contains no information relevant to Self Lender or its processes. Additionally, you can read more about Self Lender’s advertising & private policy at [redacted].   Any questions regarding credit inquiries or credit reporting would need to be directed to the third-party that housed the customer's loan application. Our customer success representative, [redacted], responded accurately that Self Lender does not perform a "hard" credit decision or "hard" inquiry on your Experian, TransUnion or Equifax credit report as a means to determine credit builder account approval. The only consumer report Self Lender utilizes is a consumer report from ChexSystems that tracks retail banking history. We have contacted the customer for further clarification and no response has been completed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you [redacted] you were very admit and helpful.
Regards,
[redacted]

Self Lender takes pride in ensuring a timely and efficient refund process. This customer was sent their refund on 1/2/18. On 1/19/18- the customer notified Self Lender that they still had not received their check. Self Lender researched the refund check and confirmed it was sent to the correct...

address. After completing research, another check was sent to the same preferred address. On 1/26/18, we received a check back with the message “address undeliverable.” After discussing this matter with the customer, the customer noted that they appeared to be having difficulties receiving their mail. The customer opted to receive their refund by electronic payment. This customer confirmed they received the refund and this matter is resolved.

Self Lender takes pride in helping our customers. Currently, Self Lender reports to Experian, Equifax and TransUnion once a month at the beginning of every month. Payments will usually appear 30-60 days from the first due date. Reports are compiled at the end of each month and sent out to the credit...

bureaus early the following month. The credit bureaus will then decide when to process and post the report. All payments will appear retroactively when the account is posted to credit reporting.Self Lender has contacted this customer and this reporting issue has been resolved. All issues have been addressed and this customer is satisfied with the resolution.

This customer in question opened their account in October 2016. We have accurately reported his payments to the credit bureaus in a timely fashion. Self Lender does not make guarantees to customers that at the completion of their credit builder account their credit score will go up. Credit has many...

variables that may impact a consumer's credit score ie, other accounts, credit inquiries, unpaid medical expenses, and other loan balances. We have reached out and spoken to the customer to explain the details of his Self Lender Credit Builder Account.

This customer’s payout was mailed on 1/22/18 to the mailing address that the customer listed on file. On 2/6/18, the customer contacted Self Lender and related that they recently had an address change. The customer requested to have another check sent to their P.O. Box. Self Lender verified the P.O....

box address with the customer and another check was sent to the P.O. Box. On 2/17/18, the customer stated they did not receive the second check. Self Lender is discussing alternative electronic payout options with the customer and is waiting for a response from the customer.

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]

Self Lender has verified that this matter has been resolved and contacted the customer to confirm. The customer confirmed and is satisfied with the resolution.

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

This customer signed up for a credit builder account on November 30, 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 and email notifications as its primary source of communication.  The customer received numerous messages about payment due dates, failed payment notices and credit bureau reporting.   Self Lender started receiving chargeback disputes on several of the payments made on this account.  During the investigative process it was identified that the accounts used to make these payments did not match the name of our customer.  Self Lender made numerous attempts to contact the customer without success.  Self Lender refunded any money paid to our account back to the account the payment came from.  Self Lender also removed any credit reporting concerning this customer when the account was closed.

Self Lender takes pride in helping our customers. Currently, Self Lender reports to Experian, Equifax and TransUnion once a month at the beginning of every month. Payments will usually appear 30-60 days from the first due date. Reports are compiled at the end of each month and sent out to the credit...

bureaus early the following month. The credit bureaus will then decide when to process and post the report. All 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 time. Self Lender has reached out the customer for further discussion and clarification.

Self Lender takes pride in quickly researching and investigating unrecognized charges. The first communication Self Lender received from this individual and their financial institution was on January 26th, 2018. Self Lender worked with their financial institution to research such charges and this...

matter was resolved on the same business day.