Consumer complaint received 2023-03-12
Company: Affirm Holdings, Inc
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
As of XX/XX/2022, I was offered financing for a purchase from XXXX for a Motorcycle seat. This was provided by a financial company named AFFIRM , Inc. upon credit approval. The AFFIRM company pays the online Merchant and then sets the buyer up with a payment schedule for the purchase. For a {$380.00} loan, I pay 12 monthly payments of {$32.00}, with an APR of 27.77 % for the purchase of the seat. For approval, I had to submit Checking account information, full S.S. number, email address, and phone number. All had to be verified. My credit score is GOOD and I expected no problems with the approval. At first, everything was fine. I actually ordered 2 more items with AFFIRM financing after the initial purchase. Another from XXXX and one from XXXX. I was making my monthly payments without failure. Then, there were issues with other things involving my personal email addresses that made me suspect that someone was hacking my personal information. I decided to change my phone number as a precaution. That's when the problems began with AFFIRM , Inc . 
Upon attempting to update my phone number with them, they informed me that I would be required to provide transmitted photos of my personal I.D . such as Driver License, Passport, etc. and also a photo of myself. 
At first, I actually tried to comply. I provided a photo of my Military Identification which is for V.A. medical services. However, when I attempted to take a photo of myself, the process failed to complete. I have been in repeated contact with AFFIRM personnel via phone calls and email correspondence. They actually verified my phone number multiple times during conversation by texting a 4-digit code number to my new number. I provided the code number for verification multiple times. Even though it was verified in their system, when attempting to log into my online AFFIRM account, I would provide my phone number as the required information on their website, and a 4-digit code would be automatically sent to my cell phone. Normally, that would allow me access to my online account. However, it would not grant me access to my account. I have tried to resolve this issue since the problems began weeks ago. I can not monitor my accounts with AFFIRM or conduct any functions regarding the 2 remaining accounts ( One has already been paid as agreed ). AFFIRM personnel continue to demand photos of my personal identification and of myself in order to regain account access. I have decided some time ago that I do not feel comfortable providing these photos due to suspicion of I.D . theft. I have even attempted to pay the full remaining balance owed by Credit Card payment and they told me Credit Card payments were not accepted and it had to be a Debit Card or authorization of automatic deduction from my Checking account. I have provided formal complaints with the California Dept. of Financial Protection & Innovation and also with the office of XXXX XXXX ( CA Attorney General ), PUBLIC INQUIRY UNIT. I have received documents from both, and also an email from Congressman XXXX XXXX who provided me with the link to file a complaint here. All I want is to be able to access my account in order to have the control of my payments as I'm supposed to be able to do. Furthermore, I do feel that these people need to be investigated because of their unnecessary methods of verification, and the way they continue to demand that crucial personal information be provided in the form of photos ( I.D . and a personal image ). I am permanently XXXX under Federal requirements and I certainly don't need this unnecessary stress and worry regarding my financial matters. I don't appreciate the way these people at AFFIRM, Inc. have treated me throughout my efforts to resume payments in good faith as I agreed to, simply because they keep me locked out of my online account.

Company response to consumer: Closed with explanation