Consumer complaint received 2023-07-02
Company: Affirm Holdings, Inc
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Received a loan you didn't apply for

Complaint:
I believe I am a victim of fraud and identity theft, and the personal loan account from Affrim INC was not opened by me. 

On XX/XX/2023, I encountered an ID theft and I reported the case at the XXXX Police Department with report number XXXX on the same day. Here 's how everything unfolded. 

I woke up in the morning of XX/XX/XXXX and find out that my mobile phone had no signal. I use XXXX XXXX as my mobile phone carrier. I also discovered that the passwords of my frequently used personal mailbox and its recovery email had been changed. This made me realize that there was a significant problem, and I immediately contacted XXXX XXXX from another phone to report the issue. Unfortunately, they were unable to take immediate action, and it took them three business days to send me a new XXXX card. I received the new XXXX card on XX/XX/XXXX and reactivated my mobile number. 
However, on XX/XX/XXXX, my personal email setting ( including all services related to my XXXX account ) was changed again. The recovery mobile phone number was changed from my number to XXXX, a number I do not recognize. As a result, I was unable to retrieve my password and access my XXXX account. 

On XX/XX/XXXX, I received a notification on my XXXX mobile app that someone had changed my password. I quickly logged in using FACE ID and changed the password again, but it was changed again by someone after a while. So, I immediately rushed to the XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX, CA XXXX, and spoke to a banker. I explained that my mobile phone had been ported out, and I could not access my email that associated with my XXXX online banking. I requested that my account be locked. The banker assisted me by modifying the mobile phone number to my wifes number and changed the associated email in my account but informed me that they could not lock the account since no abnormal behavior had been detected so far. However, they offered to lock my online banking so that no one could log in without visiting the bank before unlocking it. Since XX/XX/XXXX, I have been unable to log in to my online banking and haven't received any information regarding accounts activities. On XX/XX/XXXX, after retrieving my mobile phone number, I visited the bank again to unlock my online banking. Upon logging in, I discovered that from XX/XX/XXXX to XX/XX/XXXX, a total of 6 transactions had been made, transferring a total of {$5900.00} from my checking and savings accounts to XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX bank accounts, which were opened in my name. I had not opened accounts in these banks, but my identity information was used by criminals to open them. I contacted these banks and suspended these accounts. I then contacted XXXX at the XXXXXXXX XXXX and applied to reverse these transactions. 
Since I retrieved my mobile phone number, I have been able to receive text messages. However, I discovered that in addition to those banks mentioned above, the criminals also used my personal information to apply for credit cards and personal loans in financial institutions such as XXXX, XXXX, and Affirm. Some applications were blocked after I contacted them, while others were approved and already been used by the criminals. Moreover, I realized that my personal XXXX XXXX XXXX had been stolen and used by the criminals at XXXX in FL. 

On XX/XX/XXXX, I received a call from XXXX XXXX XXXX informing me that all my cash back, amounting to more than {$800.00}, had been redeemed to a XXXX account on XX/XX/XXXX. The bank blocked this transaction after confirming that it had occurred without my knowledge. Consequently, I requested a new credit card to be mailed to me. 

Until today, all accounts that were not opened by me have been closed or resolved, with the exception of the loan account from Affirm Inc . I have been in contact with them for nearly two months, but they have been unable to resolve the issue and continue to state that it is under investigation. I have also raised a dispute with XXXX to have this matter removed from my credit report. However, when XXXX reached out to Affirm, they confirmed that the information provided was accurate and that their processing of my dispute did not result in any changes. I kindly request that Affirm expedite the investigation and resolve my issue more promptly.

Company response to consumer: Closed with explanation