Consumer complaint received 2022-07-24
Company: Affirm Holdings, Inc
State: AZ
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
PLEASE NOTE : This loan is in my intellectually XXXX daughter 's name. ( XXXX XXXX XXXX. ) I am her XXXX XXXX. I was unaware she took out this loan. My first problem was attempting to pay off loan ahead of schedule to avoid additional interest. I can not get a copy of what she signed. Customer Service ( overseas ) claims to not have access to the information, and says we must set up online account. We have been unable to do so. Original loan was set up under her boyfriends ' email and phone number ( she could not remember her XXXX password ) and we have made at least 4 attempts to change that information by phone. We were told we would receive an email " within 3-5 business days '' allowing us to set up online. We received that email ONCE out of four requests. This is what it said : " This is a single-use link that expires in 3 days.... Once submitted, please allow 4 business days for your documents to be reviewed and, if approved, updated. You'll be notified via email on the outcome of your request. '' ( Copy of full email attached. ) When I attempted to use that link, I was " thrown out '' from their page, and the link was no longer usable. So, after over a month of repeated phone calls, we got one link, it expired in 3 days, it was single use, it did not work. In at least 6, probably more, phone calls, we were passed to other representatives, disconnected, told by a supervisor that there was no one else who could assist us, and told repeatedly we would receive emails that never came. I estimate we spent around 3-5 hours trying to resolve issues by phone. 

In frustration, I attempted to use the original email and phone ( boyfriend 's ) to set up online. After 50 minutes of repeatedly uploading ID, picture of daughter, picture of daughter holding ID, literally dozens of times, I received an error message saying there was a problem. I then tried again for another 5 minutes of uploading documents several times, message was " we can not set up your account at this time. '' ( Screen shots attached. ) A legitimate financial company can access your information when you call. It will allow you to correct errors or update information immediately. It will allow you to set up online. It will provide you with a copy of documents signed. It will normally allow you to pay off a loan that is amortized monthly early, without having to pay the interest for the entire term of the loan. I can not confirm what the terms were because I can not get a copy of them. 

I have already paid most of this off, as much as I could estimate with no information provided. I will make a final payment to satisfy what I feel is the appropriate balance amortized at the rate told to me, 27.95 %. If I can get something that my daughter signed that allows for a full year of interest despite early payment, I will pay the balance. I can not believe this company is abiding by US laws on financial disclosure. It should be shut down in the US.

Company response to consumer: Closed with explanation