Consumer complaint received 2022-10-10
Company: Affirm Holdings, Inc
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Company Name : Affirm Loan Number : XXXX How I became a customer : I was in the process of paying for travel on the website expedia.com. I was prompted with an ad to save money on the purchase and applied for credit. I clearly read all the SMALL PRINT before hand and understood that i could prepay card out instead of taking XXXX plus months to pay off that would eliminate the added interest. 

Issues : The bill never came in the mail. I had to download an app to see bill. Next, I tried to pay bill online but was prompted to enter in my banking LOGIN id and password for the bank, that would grant AFFIRM to access all of my banking financials. I did not like this. I tried to call AFFIRM. There is no way to contact them unless you return a call missed from them. Affirm appears to only want to speak with you when you are late paying. Next, I messaged the company. The representative responded to mail in the payment since I was uncomfortable giving the company complete access to my banking. I received a call from AFFIRM of the payment being late. I verified the mailing address and scheduled payment via XXXX to go out to bill pay online. Apparently, the address was incorrect or they did not receive the check. So, I mailed another check. Both checks were mailed to XXXX XXXX, XXXX XXXX, XXXX PA XXXX. 

I still received calls of NO payment. I became frustrated because my credit rating is now being impacted. I CLEARLY EXPRESSED to the company my concerns of them having my bank passwords and log on credentials. Affirm representative responded that others have had the same issue but it was ok. I became rightfully upset and expressed possible security issues and no other company have ever asked for my banking log on and pass word information. Again the female Affirm representative didn't care. I opened up a bank account JUST for AFFIRM to be paid a few days later. When Affirm called again, I gave the female representative the account number 3 times. I also asked before giving the information to her whether or not she was within the XXXX or a commercial office building. She confirmed that she was. At this time, interest had accrued on the account because of the late payment. The bank account had enough funds to cover the current payment, with interest, as well as have a {$100.00} remaining. A month later, Affirm calls wanting payment. I was extremely upset because it was now over 3 months since the payment was first authorized and account unresolved with ongoing issues. I asked the lady calling ( whom sounded like the prior lady ) to refer BACK to the recorded. call to get the bank information. She could not. I asked her to tell me the bank information she has in her system. I was LIVID that she could read ALL the digits from her system instead of just the last XXXX or XXXX digits. Sadly, the last XXXX digits were correct but magically the rest of the information was not. I informed the woman that I was now recording the call and gave her the account information XXXX times over the phone and told her that I would lodge a consumer complaint. Over 30 days have passed, the money was still in my account prior to me submitting this complaint. I went into their app, the account showed unpaid with added interest. I attempted to make screen shots of the loan agreement. The app would not allow me to make screenshot of the loan agreement. I was magically kicked out of the app. I logged back in to see that the account was paid in full but the damage to my credit is not resolved. Companies like this should NOT be allowed to offer products to consumers and companies such as XXXX should share some of the burden to make things right since XXXX is allowing its customers to be solicited. I refuse to do business with XXXX anymore as well as Affirm because it should not be difficult to pay an account off in full when the bill first arrives.

Company response to consumer: Closed with explanation