Consumer complaint received 2023-12-07
Company: Affirm Holdings, Inc
State: WI
Product: Debt collection
Sub-product: I do not know
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
On XX/XX/XXXX, I received a text message saying that my payment for XXXX is due on the XXXX. I was confused about it so I logged into my affirm account and seen the loan from XXXX was approved and processed on XX/XX/XXXX. Before I got in contact with Affirm, I looked at my XXXX account ; and only two orders were in XXXX : one order was paid with a EBT card and the other was for {$62.00} before I returned two of the items in that order. I called Affirm on XX/XX/XXXX and explained what was going on and was told that an official investigation will be done and that they will need any evidence I had. I went back to my XXXX account and took screenshots of my orders ; I figured since the loan was processed on XX/XX/XXXX yet my very last order from XXXX was done on XX/XX/XXXX and the payment was made with a EBT card, this whole thing would be to solve right away. I called Affirm again the next day explaining my situation again because I sent in proof but didn't know I had to put down all the details and the person I talked to didn't officially flag my account. On XX/XX/XXXX, my account was officially flagged and I resent my proof as well as stated the official loan ID ( XXXX ), the original amount and interest ( {$430.00} + {$110.00} ), and the last time I used my XXXX account XXXX XX/XX/XXXX ). On XX/XX/XXXX, Affirm sent me an email stating that after looking at my evidence I am responsible for the loan and to make payments right away, if it's a mistake ; fill out the affidavit form and add any other evidence. I called Affirm again and was told that the investigation was still pending and if I fill out the affidavit it'll make everything go faster. I filled out the affidavit, sent in the screenshots of my XXXX account, and decided to take a screen recording of me logging into my account and going to my orders ; all of that was sent to Affirm the same day ( XX/XX/XXXX ). XX/XX/XXXX I called to see if it was received and was told yes. On the dates of XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX, and the XXXX ; I've called Affirm to see if there were any updates on the investigation, why am I getting emails that consistently states that if I don't make a payment my credit score will drop, why am I getting multiple calls every day from different numbers, etc. And all I was told throughout those entire times was that the investigation was still ongoing, the only way to stop the emails is to make payments, they will send me something in the mail ( whichthey never did ), and the the calls isn't coming from them ; they're scams. On XX/XX/XXXX, I received another email from Affirm saying that the investigation is done and I had to pay the loan. I called Affirm AGAIN asking how did they come to that conclusion even after I showed them evidence ; she didn't have an answer and told me that there's a separate part in Affirm that deals with this. I was transferred to her manager and explained everything AGAIN and was told that she will do another investigation and mark it as urgent.I haven't heard anything back from them since.

Company response to consumer: Closed with explanation