Complaints

This profile includes complaints for Lead Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lead Bank

  1801 Main Street Kansas City, MO 64108

• 

  Lead Bank

  9019 MO-7 Lee's Summit, MO 64064

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Inaccurate Credit Reporting by Lead Bank Dear Sir or Madam, I am writing to file a formal complaint against Lead Bank regarding the continued negative reporting of a closed account that was charged off in the amount of $330. Although the account has been closed and charged off, Lead Bank continues to report it as a negative item on my credit report. This outdated and inaccurate reporting is unfairly impacting my credit standing and may be in violation of the Fair Credit Reporting Act (FCRA), which requires that all information furnished to credit reporting agencies be accurate and up to date. I have attempted to resolve this issue directly with Lead Bank, but unfortunately, my efforts have not led to a resolution. Therefore, I am seeking the assistance of the Better Business Bureau to investigate this matter and urge Lead Bank to either correct the information or remove the account from my credit report if it cannot be verified accurately

  Business Response

  Date: 05/07/2025

  May 7 , 2025
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112
  RE: BBB  #********
  Dear ****** *******, 
  This letter is in response to the correspondence received by the BBB dated April 29, 2025 involving issues with your Lead Bank Self Secured Credit Card serviced through Self Financial. 
  A Self Secured Credit Card (SCC) was opened on 12/03/2022 using funds paid into a Credit Builder Account. The last successful payment credited to the SCC posted on 09/21/2023 in the amount of $31.00 using ACH ending in 2713. The SCC was first reported delinquent to the credit reporting agencies on 03/23/2024 as a result of missing your previous month’s minimum payment due. On 01/09/2024 the SCC was closed as a result of becoming 80 days past due. At this time a credit from your security deposit in the amount of $1,500.00 was applied to your outstanding balance of $1,670.30. A balance of $170.30 remained due at that time. Between the dates of 01/23/2024 and 11/02/2024 additional late fees and statement interest charges were applied to your SCC balance. The remaining balance was still required to be paid, and the final balance of $330.25 was reported as charged off at 180 days past due on 11/22/2024. You agreed to the terms and conditions of the SCC per the cardmember agreement that you electronically signed. See Exhibit A for more information. 
  Self cannot update or delete accurate credit reporting. The accounts you have opened with Self and Lead Bank have all been reported accurately and within the guidelines set forth by the Fair Credit Reporting Act. Prior to all late reporting, you received statements advising of due dates and the minimum payment amount. Self also sent emails for missed payments and advised that if the account went 30+ days past due, it would be reported to the credit reporting agencies. You can view all statements by logging into your account via Self’s website or mobile app.
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Customer Success team by telephone (************), email (****************), or live chat.
  Sincerely,
  Compliance Team
  Lead Bank
  Attachments: Exhibit A - Card Member Agreement 
  
  

  Customer Answer

  Date: 05/12/2025

  I am formally requesting the assistance of the Better Business Bureau in resolving an ongoing issue with Lead Bank, regarding their continued reporting of inaccurate and unverified information to the credit reporting agencies.
  I affirm that I am the affected party and that I authorize the submission of this complaint.
  
  Nature of Complaint:
  I submitted a written dispute to Lead Bank regarding an account they are furnishing on my credit report (Account #: ********************). In accordance with my rights under the Fair Credit Reporting Act (FCRA), Section 611(a)(7), I formally requested that they provide:
  The method of verification used to determine the accuracy and completeness of the reported information;
  Legally binding documentation showing that I owe a contractual obligation for the reported debt;
  A record of how my alleged “signature” was generated or executed as part of any agreement.
  Despite this, Lead Bank has failed to respond with any of the requested documentation or a legally compliant verification method.
  According to the Federal Trade Commission’s opinion letter by Attorney John F. LeFevre, merely providing a copy of a bill or statement does not constitute sufficient verification. My good faith request for proper verification has been ignored, yet Lead Bank continues to furnish this information to the credit bureaus, which is causing ongoing damage to my credit profile.
  This constitutes a violation of my rights under federal law, specifically under FCRA §§ 611(a)(1), 611(a)(7), and 623(b).
  
  Requested Resolution:
  That Lead Bank provide a full and legally compliant method of verification used to substantiate the information;
  That they produce contractual documents showing my liability, including any record of a signature or authorization;
  That they immediately remove the account from my credit report if they cannot verify the debt;
  That they cease furnishing any inaccurate, incomplete, or unverifiable data in the future.

• Initial Complaint

  Date:04/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with lead bank. I do not have a a contract with lead bank. They did not provide me with the original contract requested.

  Business Response

  Date: 04/21/2025

  April 21, 2025
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112
  RE: BBB  #********
  Dear ********** ******* 
  This letter is in response to the correspondence received by the BBB dated April 15, 2025 involving issues with your Lead Bank Credit Builder Account serviced through Self Financial . 
  A Credit Builder Account (CBA) was opened on 02/15/2024 with a loan agreement electronically signed by ********** ****** that stated 24 monthly payments of $25.00 were due beginning on 03/15/2024, please see Exhibit A - Loan Agreement attached. There were 4 successful payments credited to the account. The last successful payment was posted on 06/15/2024 in the amount of $25.00 using a debit card ending in 7014. The CBA was closed 10/04/2024 as a result of becoming 80 days past due. 
  The personal information recorded on the CBA has been verified as associated with ********** ******. The email address on file matches what is on the CFPB complaint. All correspondence from Self has been sent to that email address on file since the account origination. The successful payments credited to the account have not been charged back by the financial institution for suspicion of fraud or unauthorized activity. Our research based on the information provided and available does not reflect the account to have been opened fraudulently. If you have new information to support the account being opened by someone other than yourself please contact Self at one of the methods below.
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone (************), email (****************), or live chat.
  Sincerely,
  Compliance Team
  Lead Bank
  Attachments: Exhibit A - Loan Agreement
  
  

• Initial Complaint

  Date:04/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Lead Bank, I do not have a contract with Lead Bank, they did not provide me with the original contract as i requested

  Business Response

  Date: 04/14/2025

  April 14 , 2025

  
  BBB
  ***** * ******
  Omaha, NE 68137

  
  RE: BBB  #********

  
  Dear ****** ******** 

  
  We are in receipt of your recent complaint filed through the Better Business Bureau (BBB)
  expressing your concerns regarding late payments reported on your credit report. Upon receipt of your complaint a thorough investigation was completed into this matter. Please find below a summary of what transpired and our findings regarding your account.
  A Credit Builder Account (CBA) was opened on 07/04/2022 with a loan agreement electronically signed by you, ****** *******, that stated 24 monthly payments of $35.00 were due beginning on 08/04/2022 and concluding on 07/04/2024. No successful payments were credited to the account. As a result, the Credit Builder Account was reported as delinquent to the credit reporting agencies due to noncompliance with the terms and conditions outlined in the loan agreement. Please refer to Exhibit A for further details regarding the terms of the agreement. The CBA was closed on 10/24/2022 as a result of non-payment.
  The accounts you have opened with Self Financial, Inc. have all been reported accurately and within the guidelines set forth by the Fair Credit Reporting Act. Prior to all late reporting you received statements advising of due dates and the minimum payment amount. We also sent emails advising you of missed payments and stating if the account went 30+ days past due it would be reported to the credit reporting agencies. You can view all statements by logging into your account via our website or mobile app.
  At this time, the Bank considered this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone **************, email ******************, or live chat. 

  
  Sincerely,
  Compliance Team
  Lead Bank
  Enclosure: Exhibit A
  

  
  

  Customer Answer

  Date: 04/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/16/2025

  *** ******* responded with, "I am rejecting this response because:
  
  Sincerely,
  
  ****** *******"

  =================

  
  Would you be able to obtain additional details from *** ******* regarding why he is rejecting our response because there was no reason provided?  Thank you.

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a dispute letter to this company over 30 days ago, notifying them of inaccurate reporting and requesting the removal of this account due to FCRA violations. However, I have not received any response. Self/Lead Bank has a pattern of closing CFPB complaints by falsely claiming their reporting is accurate, despite clear errors. I will not accept a generic response when I have provided proof of their blatant inaccuracies, illegal practices, and FCRA violations. The date last active is inconsistent across bureaus, with clear re-aging. There are contradictory late payments, charge-offs, and "OK" notations between Experian, TransUnion, and Equifax. Additionally, unfair interest has been applied, and there are discrepancies in balances and reporting dates. I have attached a copy of my dated and time-stamped dispute letter along with documentation for account *********, highlighting the erroneous reporting. I am demanding that this account be removed from my credit report within 14 days due to its misleading and inaccurate information.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112
  RE: BBB  *********
  Dear ******** ******
  This letter is in response to the correspondence received by the BBB dated March 10, 2025 involving issues with your Lead Bank Self Secured Credit Card serviced through Self Financial. 
  A Self Secured Credit Card (SCC) was opened on 08/18/2020 using funds that were paid into a Credit Builder Account. The secured credit limit as of 11/22/2022 was $750.00. You agreed to the terms and conditions of the SCC per the cardmember agreement. Please see the attachment for more details.
  Self Secured Credit Card Details:
  SCC Limit: $750.00
  Open Date: 08/18/2020
  Last Payment Date: 07/22/2022
  Dates the account was reported delinquent: 10/31/2022, 02/28/2023, 03/31/2023,
  04/30/2023, 05/31/2023, 06/30/2023.
  Charge off date: 07/31/2023
  Close Date: 11/22/2022
  Remaining SCC balance: $223.32
  Upon the closure of the SCC, a credit of $750.00 from your security deposit was applied to the outstanding balance, leaving a remaining amount of $125.73. Between 12/08/2022, and 06/18/2023, additional late fees and statement interest charges were assessed. As of 03/07/2025, the current balance is $223.32. 
  We have thoroughly reviewed your dispute regarding the reporting of the SCC listed above and can confirm that there are no inaccuracies in the reported payment history. Self’s records reflect that all information furnished to the credit reporting agencies is accurate, compliant with the Fair Credit Reporting Act (FCRA).
  
  Your account’s payment history, including all balances, late payments, and reporting dates, has been consistently and correctly reported across all credit bureaus. Variations in how information appears on different credit reports may be due to the individual reporting methods used by each bureau, which is beyond our control. Additionally, all applicable interest charges and fees were assessed in accordance with the terms of your agreement. When a company responds to credit inquiries or disputes, the credit reporting agencies may update the reporting date or reflect the response as "new" information, even if the actual account details remain unchanged. This can sometimes give the impression of re-aging or changes in reporting when, in reality, the underlying account information has not been modified. 
  The Self Credit Card annual fee is $25. The annual fee gets charged to your card(s) once every 12 months. The first annual fee will show up on your first credit card statement with Self and is due with your first credit card payment. Other fees associated with your SCC are as follows:
  Late fee of up to $15 per late payment
  Return fee of up to $15 per failed payment from a bank account Interest if you don’t pay the full statement balance each month by the due date
  Expedited payment fee if paying by debit card
  All fees are detailed in the cardmember agreement. 
  Please see the transaction summary attached for details on fees that have been applied to your SCC as of 03/10/2025.
  Self nor Lead Bank are able to delete or update accurate credit reporting. Prior to all late reporting you received statements advising of due dates and the minimum payment amount. Self has also sent emails for missed payments and advising if the account went 30+ days past due it would be reported to the credit reporting agencies. You can view all statements by logging into your account via Self’s website or mobile app.
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone (************) or live chat.
  Sincerely,
  Compliance Team
  Lead Bank
  Attachments: Card Member Agreement; Transaction Summary
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They will not cancel my payment and issue a refund

  Business Response

  Date: 02/20/2025

  February 20, 2025
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112
  RE: BBB *********
  Dear ***** ********** 
  This letter is in response to the correspondence received by the BBB dated February 12, 2025 involving issues with your Lead Bank Credit Builder Account serviced through Self Financial. 
  A Credit Builder Account was opened on 01/11/2025 with a loan agreement electronically signed by ***** ********* that stated 24 monthly payments of $35.00 were due beginning on 02/11/2025. There was one successful payment made to the account for $35.00 on 02/11/2025. 
  After reviewing your request, we regret to inform you that Self is unable to cancel the payment or issue a refund. If you wish to close your CBA you can close the account via Self’s automated phone system.
  To use the automated phone system:
  Call ************ and choose option 1. Please note, if you call from a number that is not on file with Self, you will need to verify your identity prior to receiving the option to cancel your account.
  You will then be prompted to verify your account information. Once the system locates your account, choose option 4 to close your account. Simply follow the prompts to hear information regarding reporting and payout information.
  Your account will close at 11 PM CST on the same day. A payout tracker will appear in your dashboard within 24 hours so you can check your payment status and know when to expect your money. 
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone (************), email (****************), or live chat.
  Sincerely,
  Compliance Team
  Lead Bank
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not reliable for this debt with **** ************** **** I do not have a contract with the collection agency trying to collect and reporting this to my credit report. They did not provide me with the original contract as I requested

  Business Response

  Date: 01/22/2025

  January 22, 2025

  
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112

  
  RE: BBB *********

  
  Dear ****** *********

  
  This letter is in response to the correspondence received by the BBB dated January 15, 2025 involving issues with your Lead Bank Credit Builder account serviced through Self Financial. 
  A Credit Builder Account (CBA) was opened on 03/19/2021 with a loan agreement electronically signed by ****** ******** that stated 24 monthly payments of $25.00 were due beginning on 04/19/2021. There were four successful payments made to the account on the following dates: 03/19/2021 $10.00, 03/20/2021 $5.00 and 04/19/2021 $10.00. There was one failed payment attempt on 05/19/2021 in the amount of $25.00 using a Visa debit card ending in 4305. No additional payments were made after this. Your CBA was closed on 08/08/2021 due to non-payment. For your convenience we have attached a copy of your loan agreement with this response. See Exhibit A for more information.

  
  The personal information associated with the Credit Builder Account has been verified and matches that of ****** ********. Additionally, the email address provided is consistent with the one listed in the BBB complaint. All correspondence from Self has been sent to that email address since the account was opened, and there is no record of any response from you regarding the inquiries about the account's authenticity. The successful payments credited to the CBA have not been charged back or returned by the financial institution for fraud or other suspicious activity as of 01/22/2025. Our research indicates that this account was not opened fraudulently. 
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone (************), email (****************), or live chat.

  
  Sincerely,
  Compliance Team
  Lead Bank

  
  Enclosure
  

  
  

  Customer Answer

  Date: 01/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I’ve disputed a self lender/lead bank account with account number ********* on my credit report multiple times which is very much hurting my credit score . Again this account was open as a result of fraud and not by myself nor do I have any knowledge of who did open it , it was 6 years ago as I was very young and not aware of credit at the time ..I keep getting a response that A Self secured credit card (SCC) was opened on 03/14/2020 using funds that were paid into your Credit Builder Account. There were 16 successful payments credited to the SCC with the last payment posting on 05/28/2021 in the amount of $36.00 using a debit card ending in ****. The SCC was closed on 09/17/2021 due to becoming 80 days past due. The personal information on the SCC has been verified as associated with ***** ******. Payment methods used to pay on the Credit Builder Account were also used to pay on the SCC. We have not received any disputed payments from your financial institution or payments returned for suspicion of fraudulent activity.…… AGAIN I HAVE NO KNOWLEDGE OF ANY ACCOUNTS OR ANY PAYMENT METHOD ENDING IN **** nor did I open it .. please remove this account from my credit report, I’ve sent all supporting documents which you should have on file proving my identity and also my ftc report

  Business Response

  Date: 12/22/2024

  December 22, 2024
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112
  RE: BBB  *********
  Dear ***** ******,
  This letter is in response to the correspondence received by the BBB dated December 20, 2024 involving issues with your Lead BankSelf secured credit card serviced through Self Financial. 
  A Self secured credit card (SCC) was opened on 03/14/2020 using funds that were paid into your Credit Builder Account. There were 16 successful payments credited to the SCC with the last payment posting on 05/28/2021 in the amount of $36.00 using a debit card ending in ****. The SCC was closed on 09/17/2021 due to becoming 80 days past due.
  The personal information on the SCC has been verified as associated with ***** ******. Payment methods used to pay on the Credit Builder Account were also used to pay on the SCC. Self has not received any disputed payments from your financial institution or payments returned for suspicion of fraudulent activity. The debit card ending in **** used to make payments on the SCC is the same debit card used to make payments toward your Credit Builder Account which doesn’t appear to have been related to your Identity Theft complaint.
  Self’s research indicates that this account was not opened fraudulently. If you have new
  information to support the account being opened by someone other than yourself, please contact them using one of the methods below. At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone (877.883.0999), email ******************, or live chat.
  Sincerely,
  Compliance Team
  Lead Bank
  
  

  Business Response

  Date: 01/06/2025

  January 6 , 2025

  
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112

  
  RE: BBB *********

  
  Dear ***** ******,
  
  This letter is in response to the additional information request received from the BBB dated January 6, 2025 related to issues with your Lead Bank Self secured credit card serviced through Self Financial. Thank you for your continued communication with us regarding the account associated with your name. We understand your concerns, and we would like to provide further clarification regarding the investigation we have conducted.

  
  As part of our review, we have confirmed that a Self Secured Credit Card (SCC) was indeed opened on March 14, 2020, using funds from your Credit Builder Account. The card was activated with a debit card ending in ****, which is issued by *** ******* ****  in your name. In addition, we have identified several payments made to the account from this same debit card.

  
  Our investigation has not found any signs of fraudulent activity linked to the opening or use of this account. Given that the debit card ending in **** is registered under the name ***** ******, we believe the account was opened using a valid payment method associated with your identity.
  We recommend contacting Bancorp directly for more detailed assistance regarding the debit card ending in ****. At this point, based on the information available to us, Lead Bank does not have evidence to support that this account was opened fraudulently. We suggest reaching out to *** ******* **** and/or Self’s Customer Success team by telephone *************), email ******************, or live chat.

  
  Sincerely,

  
  Compliance Team
  Lead Bank
  

  
  

  Customer Answer

  Date: 01/06/2025

  
  Complaint: ********
  
  I am rejecting this response once again because: I’m clearly telling you I have never owned or opened any account ending in **** you referring to , there is no need to contact anyone because your the only one reporting this fraudulent account on my credit report 
  , any others fraud will be addressed separately but I’m currently addressing this one with lead bank and it needs to be removed from my credit report
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ******* , I don’t have a contract with them, they did not provide me with the original contract as I requested .

  Business Response

  Date: 12/17/2024

  December 17, 2024
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112
  RE: BBB  *********
  Dea* ******* ****, 
  This letter is in response to the correspondence received by the BBB dated December 12, 2024 involving issues with your Lead Bank Credit Builder Account (CBA) serviced through Self Financial. 
  We have initiated an investigation into the details of your Credit Builder Account (CBA) opened 11/03/2023. Based on our review, aside from the payment of the administrative fee required to open your CBA account, no additional payments have been received on your account leading up to it being reported as delinquent. This information is reflected in the attached account statements, which have been provided in real time to the email address associated with your complaint.
  Your complaint also references inaccurate reporting related to ******* ****. However, Lead Bank is a separate financial institution from ******* ****, and as such, we are unable to speak to the history or details of your account with them. If your concern is related to an account with ******* ****, we kindly suggest that you redirect your inquiry to them directly.
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone(************), email (*************), or live chat.
  Sincerely,
  Compliance Team
  Lead Bank
  Attachments: Statements (4)
  
  

  Customer Answer

  Date: 12/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I didn't use a 3rd party to write my response or send information so I don't understand why it can't be solved 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 12/23/2024

  December 23, 2024
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112
  RE: BBB *********
  Dea* ******* ****,
  This letter is in response to the correspondence received by the BBB dated December 23, 2024 involving issues with your Lead Bank Credit Builder Account (CBA) serviced through Self Financial.
  As we mentioned previously, we are unable to provide specific information regarding your ******* **** account, as Lead Bank and ******* **** are separate financial institutions. If your concern pertains to an account with ******* ****, we recommend reaching out to them directly for assistance.
  Regarding the Lead Bank Credit Builder Account (CBA) you opened on 11/03/2023, we confirmed that aside from the administrative fee required to open the CBA account, no further payments were received. As a result, the account was reported as delinquent and subsequently closed on 02/22/2024. This information is accurately reflected in the account statements that have been provided to your email. Please see the attached Loan Agreement for your CBA. 
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone*************), email **************), or live chat.
  Sincerely,
  Compliance Team
  Lead Bank
  Attachment: Loan Agreement
  
  

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lead Bank owns Revolut Business a financial service platform. Since 11/21/24 I’ve told them to close my account and have the funds sent to my address on file as a check. They locked me out my account for no reason about a month ago. I’ve reached out numerous times but they keep asking me to join anonymous chat which I already did 11/21/24 when I told them l want my account closed and funds sent in a check to address on file. They are ignoring me and they changed my email and phone number after INITIATING ANONYMOUS CHAT. I want my Revolut Business Acount closed immediately and funds sent in a form of a check to my address on file. I’ve reached out and tried to resolve this for about a month now. I think they are stealing my money

  Customer Answer

  Date: 12/05/2024

  They told me if I got authorities involved that it would take a long time before they released my Funds in a threatening way this morning

  Business Response

  Date: 12/19/2024

  December 19, 2024
  BBB of KC- Disputes Resolution
  1000 W 46th St.
  Kansas City, MO 64112
  RE: BBB  *********
  Dear ****** *********, 
  This letter is in response to the correspondence received by the BBB dated December 5,  2024 involving issues with your personal and business Revolut Prepaid Visa Card Accounts issued by Lead Bank.
  Between November 20, 2024 and December 2, 2024, you contacted Revolut a number of times for assistance in unlocking your account in order to transfer out funds and close your account. 
  Please be advised that both your personal and business accounts are currently unlocked and accessible to you. In order to close your Revolut accounts, the balance must be $0.00. In order for you to bring your account balance to $0.00, please do one of the following:
  Add funds to your account to bring your balance to the minimum transfer amount and initiate the transfer yourself; or
  Provide Revolut with the external transfer details of the account you wish to transfer the current balance to and Revolut can initiate a transfer.
  Once the Revolut account balance is $0.00, you may close the account through the Revolut app or by logging into your account through an online browser. If you require further assistance, or wish to have Revolut initiate the transfer of the current balance, you may contact Revolut’s in-app chat for support.
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Revolut by email at *************@revolut.com or through Revolut’s in-app chat.
  Sincerely,
  Compliance Team
  Lead Bank
  
  

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This account was paid and full.

  Business Response

  Date: 12/06/2024

  December 6, 2024

  
  BBB of KC- Disputes Resolution
  **** * **** ***
  Kansas City, MO 64112

  
  RE: BBB  #22603015

  
  Dear ****** ***********
  This letter is in response to the correspondence received by the BBB dated November 26, 2024 involving issues with your Lead Bank Self secured credit card serviced through Self Financial. 
  A Self secured credit card (SCC) was opened on 04/19/2021 using funds that were paid into a Credit Builder Account. The last successful payment credited to the SCC posted on 06/06/2023 in the amount of $40.00 using an ACH ending in ****. The SCC was first reported delinquent to the credit reporting agencies on 10/31/2022 as a result of missing your previous month’s minimum payment due. The SCC was closed on 11/23/2022 and the security deposit in the amount of $650.00 was applied to your SCC balance of $736.86 leaving a remaining balance of $86.86. Between the dates of 12/09/2022 and 05/19/2023 additional late fees and statement interest charges were applied to your SCC balance. The final payment that was posted to the SCC on 06/06/2023 resolved the outstanding balance, please see attached statements for additional information.
  Although Self Financial Inc. no longer reports on closed accounts they can remain on your credit report for 7-10 years after the account has closed. What this means is that the account history related to your SCC is still visible on your credit report despite the account being paid off with a $0.00 balance. You can reach out to the credit reporting agencies directly for more guidance on how closed accounts are reported and when they will be removed. 
  The accounts you have opened with Self Financial, Inc and Lead Bank. have all been reported accurately and within the guidelines set forth by the Fair Credit Reporting Act. Prior to all late reporting you received statements advising of due dates and the minimum payment amount. Self also sent emails advising you of missed payments and stating if the account went 30+ days past due it would be reported to the credit reporting agencies.
  At this time, the Bank considers this matter resolved. If you need additional information or have additional questions, please contact Self’s Customer Success team by telephone (877.883.0999), email ([email protected]), or live chat.

  
  Sincerely,
  Compliance Team
  Lead Bank

  
  Attachments: SCC Statements (4)