Consumer complaint received 2023-09-17
Company: Affirm Holdings, Inc
State: CA
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: Their investigation did not fix an error on your report

Complaint:
The issue is in regards to AFFIRM. 

In XXXX XXXX, XXXX, I encountered difficulties accessing my Affirm accountmy name was spelled wrong in their system -- which ultimately impeded me from making a payment in a timely manner. The primary issue was that there appeared to be an error in the name associated with my account, which prevented me from successfully logging in. As a responsible borrower, I was deeply concerned about making my payments on time and took several proactive steps to resolve this issue and fulfill my financial obligations. 

I have attached documentation ( please find enclosed ) that confirms my efforts to rectify this situation. These attachments include : 1. **Email Correspondence : ** Copies of emails I sent to Affirm requesting assistance and guidance on how to proceed with my payment, along with the responses I received ( or lack thereof ).

2. **Text message attempts to make the payment** A record of my efforts to make an online payment through various means, despite the technical issues I faced.

I want to emphasize that I made every reasonable effort to resolve this matter in good faith and in a timely manner. It is of great concern to me that a 30-day late payment was reported to the credit bureaus as a result of this situation, which could have a detrimental impact on my creditworthiness.

With the evidence provided, it is clear that the delay in payment was solely attributable to the technical issues I encountered with my account and my subsequent attempts to seek assistance. Given these circumstances, I kindly requested that Affirm, Inc. take immediate action to remove the 30-day late payment notation from my credit report. I believe this is a fair resolution to a situation that was beyond my control.

I received a secure message from Affirm in my account, but I haven't been able to access it. I got an email notification that said, " Affirm has sent you a secured message, please log in to view the message. '' I called Affirm on Sunday, XX/XX/XXXX, and I encountered the same issues I've been facing for months. I asked to speak to a supervisor, and when I did, they told me that the 30 day derogatory remark couldn't be removed because I had a legal obligation to make payments by mail or phone instead of using the internet. I tried to explain to the supervisor that these methods were insecure when I couldn't even be sure that I had access to my account. 

I made two attempts to make a payment via text, sent two emails to Affirm about the problems, and called them five times, all because I couldn't access my account. I emphasized that the late paymentdid n't reflect irresponsibility on my part. The root of the issue was that Affirm had my name spelled incorrectly in their records, which was preventing me from accessing my account.

The supervisor then revealed that not only was my name misspelled, but someone had also tried to create another account using my phone number, which had " unlinked '' my phone number from my original account. I tried to explain that this wasn't my fault. However, the supervisor insisted that I had a legal obligation to make payments by phone or mail if my account wasn't working, and therefore, the 30-day derogatory remark on my account would remain.

I reiterated that if my account was displaying incorrect information, how could I be sure that any payment I made would be credited to the correct account? Furthermore, I never use those payment methods due to security concerns. The supervisor informed that my complaints notwithstanding, the derogatory remarks would remain.

The late payment was a mere {$60.00} that most individuals could make seamlessly. But due to the account issues, which were notably on Affirms purview, the payments did not go through and therefore were late. You will find attachments below of my attempts to make phone payments and emails to affirm about may account status -- these efforts are not indicative of a irresponsible borrower and so I do not believe that 30-day derogatory remark correctly coalesces with my situation.

I value my financial responsibility and my commitment to meeting my obligations. I trusted that Affirm , Inc. would understand the unique circumstances surrounding this matter and will take the necessary steps to correct this error promptly, but that did not eventuate.

Company response to consumer: Closed with explanation