Consumer complaint received 2023-11-08
Company: Affirm Holdings, Inc
State: MA
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I've used Affirm in the past for many purchases, I've been using them since XXXX or XXXX with no problem at all. If I was unable to make the payment on that date, I would call up the company and inform them that my payment would be paid the following week. My payments have never went over a month or even two weeks. 

Affirm has a glitchy system that's in dire need of a face lift. You're able to do quite a bit through the app but it does come with some consequences. One of the options that you're given is to change your monthly payment date. In order to change the date, your payments have to be set on autopay. This particular loan that I changed the date on was for the XXXX of each calendar month. When I first got the loan, it was on the XXXX of each calendar month. As long as it was autopay, I would think that one would not have a problem, was I wrong. 

Faithfully on the XXXX of each calendar month, it would remind me that my payment was due..side eye. Each day after the XXXX all the way until the XXXX of each calendar month, I would receive, your account needs attention, please make a payment. Then, magically on the XXXX of each calendar month, the payment was automatically deducted from my bank account. This has been like this for more than a year with this loan and this is why I decided to file a complaint. 

Just because I have great credit, credit cards and a very decent paying job, I still want to take advantage of using services like Affirm. I have a husband that I'm trying to get to the US, we have a family that I'm trying to hold down the fort with and I use services like these to help stretch out other money for other uses. This is very misleading when you already have a plan in place to pay and it puts a strain on your credit as well as a trust system that you've established with the company. 

One of my loans is due on the XXXX of each calendar month and it comes out religiously. Instead of Affirm addressing why they have a serious glitch in there system, they're making it seem as though people like myself aren't keeping up with they're loan contract and until they can do that, no more loans will be approved. This is far from the truth. CFPB, ask for loan transcripts, conversations, calls, whatever you need to do so that I'm not looking fictional here. I've brought this to Affirms attention in the past and they didn't do anything about it. 

Either fix your glitchy, sketchy and ratchet system that you have or hire a tech team that will. To deny a customer that has a great history with you all due to there mistakes is extremely wild. I have such XXXX XXXXXXXX  regarding this matter, trust me I do. I rely on this service for international ticket purchases ONLY. To know that I have to possible go another route other than the one that I'm used to is causing me to worry about my ticket purchases past this complaint. 

I've paid way to many loans on time, way to much interest and to be a valued customer, for there system to sabotage my purchasing history with Affirm is ridiculous.

Company response to consumer: Closed with explanation