Consumer complaint received 2023-09-07
Company: Affirm Holdings, Inc
State: MD
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Personal line of credit
Issue: Getting a line of credit

Complaint:
I have had multiple loans with this company that I have successfully paid-off in the past so I applied on XX/XX/2023 to know what my purchasing power was with this company again and got declined because their system was " unable to verify my identity ''. 

I spoke with a customer service representative on XX/XX/2023 who assured me that the issue had been escalated to the proper department. On XX/XX/2023 XXXX at Affirm replied, " After an additional review of your account, we were able to verify your identity and no further steps are necessary. If you'd like to continue with a loan application, you're welcome to do so now ''. 

Moments after receiving this resolution, I attempted to apply again on XX/XX/2023 but to my surprise, I was declined yet again because they were " unable to verify my identity ''. Thinking this was odd, I proceeded to call back and alerted a customer service rep of this faulty resolution and alerted them that the original issue had not been resolved; contrary to XXXXXXXX XXXX message. This rep insisted that it needed to be escalated again as they could not help me directly so I agreed. I also decided to send a message to them directly on their Help Center that read, " This issue had not been resolved. I am still getting declined because the system can not verify my identity. Please correct this ASAP ''. 


The next day on XX/XX/2023, I received another message from XXXX at Affirm that read exactly the same as XXXX 's previous message ; " After an additional review of your account, we were able to verify your identity and no further steps are necessary. If you'd like to continue with a loan application, you're welcome to do so now ''. I decided to give it another go and was declined for the same reason as before ; they were " unable to verify my identity ''. Later that same day I had received an email requesting that I upload a picture of my driver 's license and a picture of my face and I had done so hoping that this would resolve the issue. I received confirmation that it had been uploaded successfully so I decided to apply yet again. To my surprise, I was declined once again for the same reason and decided to immediately call. I spoke to a different rep this time who attempted to walk me through the application process on both the app and the website. Each time we tried, I received the same declination message as before, affirming that the mentioned issue and lack of proper resolution was indeed substantiated. I again asked the rep to please notate that this has been a reoccurring issue and that the escalation team 's resolutions were unsuccessful. The rep assured me that the escalation team would be the only ones to resolve this issue and that they would know to try something different because their notes were more detailed. 

Today on XX/XX/2023, I received the same resolution message for the 3rd time but this time from XXXX that read, " After an additional review of your account, we were able to verify your identity and no further steps are necessary. If you'd like to continue with a loan application, you're welcome to do so now ''. Irritated, I called Affirm yet again. I expressed my displeasure and was transferred to a " supervisor ''. I attempted to apply again 5 more times while on the phone with this " supervisor '' and got declined all 5 times for the same reason. This individuals ultimate resolution was to escalate the issue to the same department as they all have before. 

After applying 17 TIMES, being rejected for the same reason each time, escalating to the " appropriate department '', receiving multiple messages stating that the issue has been resolved, and uninstalling/reinstalling logging in and out, this company has failed to provide me with any resolution let alone any details pertaining to what the issue is. I have received the same automated robotic replies from the " escalation team '' each time and no one on the customer service side of the company has been able to provide me with any explanations either.

Company response to consumer: Closed with explanation