Consumer complaint received 2023-05-26
Company: Affirm Holdings, Inc
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I reached out to the company through XXXX dispute process multiple times. I informed them that the information that they are reporting is incorrect. They came back stating that the account was verified. I filed a formal complaint on XXXX and began to work directly with Affirm. I disputed 3 Affirm accounts as inaccurate. Account : XXXX Account : XXXX Account : XXXX No payments were late or missed prior to the deferment. The company granted a deferment therefore the payment schedule was off but they payments were not considered late. The payments were paid as agreed. XXXX is also listing this account with Affirm as the account holder. The lender is actually XXXX XXXX XXXX. To date they have been unable to provide me proof or is lacking proof that the alleged payments were in fact late although they were deferred. Ive asked that the payment history on the account be updated to paid as agreed never late ( PAANL ) OR at minimum the late payments removed. The company should have provided this information within 15 days after receiving my follow-up dispute sent in with additional information. 

Customer Service is a representative of the company. The arrangement agreed upon with that department should be honored by the company. The direct complaint filed with Affirm hasnt had a satisfactory resolution. The rep reviewing the complaint provided me a list of dates of payments. This is not helpful. Ive acknowledged that the payment schedule changed but they were paid as agreed upon by their representative according to the deferment that was granted. This is the gist of my issue. The late payments should be removed based on the agreement that their customer service representative agreed to approve. Next steps are to file a complaint with the XXXX XXXX XXXX XXXX. 


Ive listed the Affirm direct complaint information below. 

I was having some financial hardships at the time. I called into Affirms customer service department in order to request a loan/payment deferment. The customer service reps advised me that this was ok. I agreed to make the payments going forward prior to the XXXX of every month until the loans were paid in full. I also mentioned that I would make multiple payments in the months that I could to offset the deferment and avoid extending the time of the loans. Again, per your customer service this was ok and my request due to extenuating circumstances was granted. I upheld my end of the bargain as agreed however Affirm has not. The loans are being reported on my credit report as late. Loans and/or payments that are in deferment can not and should not be reported to credit bureaus as late. Can this please be corrected as soon as possible? Although the accounts have now been paid in full, I am being negatively impacted by the incorrect information being reported. Per the consumer finance laws in the State of Texas, I have the right to have the late payments removed. Please update the accounts to only a paid status without any late payments OR please update the accounts to paid in full never late since deferred payments can not be considered late payments. Thank you. I appreciate your speedy resolution of this matter. Please feel free to reach out with any questions to anything that wasnt addressed in this correspondence. For the sake of clarity, Im not contesting that the payments were made outside of the payment schedule. What Im affirming is prior to the payments being late I reached out to your customer service department and spoke with them about deferring the payments. This was agreed upon on both ends. Deferred payments are not considered late payments. The information being reported is inaccurate.

Company response to consumer: Closed with explanation