Consumer complaint received 2023-10-14
Company: Affirm Holdings, Inc
State: AZ
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
XXXX XX/XX/2023 XXXX XXXX notified me of credit changes, new accounts, and recommented I check XXXX to review the details. 
ALERT TYPE Inquiry ALERT SUB TYPE New Inquiry SOURCE XXXX ALERT DATE XX/XX/2023 INQUIRY DATE XX/XX/2023 NAME XXXX PHONE ( XXXX ) XXXX BUSINESS TYPE XXXX XXXX ADDRESS XXXX XXXX XXXX XXXX XXXX XXXX STATE TX ZIP XXXX Contacted XXXX : XXXX XXXX Contected : XXXX XXXX XXXX XXXX XXXX XXXX XXXX stopped further processing and flagged the activity as FRAUD XXXX will send an Email within 24 to 48 hours. 
XXXX has activated FRAUD ALERT NOTIFICATIONS on ALL Three credit activities. XXXX, XXXX, and XXXX will individually send documentation within three weeks We dicovered discovered several fraudulent activities. 
XXXX XXXX FAUDULENT PHONE PURCHASES CONTACTED XXXX XXXX - XXXX Spoke with XXXX - transfered to XXXX XXXX Customer Care XXXX Order CANCELED Text notification with in 24 hrs Purchase was shipped - Turned over to XXXX XXXX Police Department upon reciept XXXX XXXX XXXX FAUDULENT WATCH PURCHASE - Oder # XXXX CONTACTED XXXX XXXX XXXX - XXXX - was advised that the order was paid for and being securely shipped - Turned over to XXXX XXXX Police Department upon reciept XXXX XX/XX/2023 AFFIRM ( a preditory lending firm ) Notified me that I was in arrears on two accounts ( Fraudulenty established ) Account # XXXX and Account # XXXX. I contacted AFFIRM - XXXX XXXX, Affirm Help Center. I was advised that AFFRIM flagged the suspected unauthorized activity on the ( Fraudulenty established ) accounts and paused credit furnishing on any eligible loans associated with the ( Fraudulenty established ) accounts while they investigate. They advised that investigation may take up to 30 days to complete. Once complete, they would follow up to provide the outcome. 
XXXX XX/XX/2023 AFFIRM ( a preditory lending firm ) began sending over due payment notices and threatening credit actions. which continue to date and have elivated to deragatory credit notices. 
XXXX XX/XX/2023 AFFIRM ( a preditory lending firm ) advised received my claim that fraudulent information may have been used to complete unauthorized activity with Affirm. Based on the available information, thier investigation indicates that I was responsible for the loans and payments associated with the following : Loan ID : XXXX from XXXX for XXXX Date XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Loan ID : XXXX from XXXX XXXX for XXXX XXXX XXXX XXXX XXXX, *NEW* XXXX XXXX XXXX XXXX - XXXX XXXX, XXXX, FEDERAL COST RECOVERY FEE, *NEW* XXXX XXXX XXXX XXXX XXXX - XXXX XXXX, XXXX, 12 MONTH, XXXX PLAN - XXXX XXXX , COUNTY TRANSACT. PRIVILEGE TAX, CITY TRANSACTION PRIVILEGE TAX- XXXX , XXXX XXXX XXXX XXXX XXXX Bundle, *NEW* XXXX XXXX XXXX XXXX XXXX - XXXX, XXXX, FEDERAL COST RECOVERY CHARGE, FEDERAL UNIVERSAL SERVICE FUND , CITY TRANSACTION PRIVILEGE TAX, XXXX XXXX XXXX  XXXX XXXX - Pass it On & Earn Renewal Credit!, XXXX  XXXX XXXX XXXX , Recovery Fee, AZ TRANSACTION PRIVILEGE TAX AFFIRM ( a preditory lending firm ) understands at times that they may be missing information that is not currently available to us. If you have any supporting evidence that will help us make a different decision, they asked that I complete the Affirm Customer Protection Affidavit and provide any supplemental documents to support your claim of the unauthorized activity. Please reply to this email with these materials for our review. This was done, and USPS package was sent to them as well. 

XXXX XX/XX/2023 AFFIRM ( a preditory lending firm ) FINALLY ASSIGNED A CASE # XXXX and promised customer care agent would contact me within 24 hours. Still no response. 

XXXX XX/XX/2023 I requested assistance from XXXX, who passed my issue to XXXX XXXX and was assigned XXXX XXXX XXXX, XXXX XXXX, with my Case # XXXX. 

With the assistance of XXXX XXXX, we have contacted AFFIRM ( a preditory lending firm ) to determine status of these accounts. Each time we contact AFFIRM ( a preditory lending firm ), we have to go through a myriad of unintelligable individuals before we speak with an english speaker. Each time we have to recorrect the information they have. Each time we are advised we will recieve an email response with in 24 hours. We have confirmed finally the correct address and were once again promised a response within 24 hours. 

XXXX XX/XX/2023 XXXX XXXX has now assigned XXXX XXXX XXXX to assist in this matter. With the assistance of XXXX XXXX, we have contacted AFFIRM ( a preditory lending firm ) to determine status of these accounts and as previous attempts have recieved the same promises to resolve and contact me within 24 hours. 

I am requestig the assistance of the CFPB to assist in resoving this clear case of fraud, AFFIRM 's derogatory credit notices.

Company response to consumer: Closed with explanation