Consumer complaint received 2022-08-20
Company: Affirm Holdings, Inc
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I received a text message on XX/XX/XXXX from Affirm stating that a first payment was going to come out on the XXXX of XXXX. I hadnt ordered anything form Affirm since XX/XX/2022, so I was a little confused. I accessed my app and saw a charge from XXXX for {$130.00}. I havent ordered anything from XXXX that is for that amount or equals that amount nor is there anything on my XXXX order history that equals that amount. I have never nor was I aware you could purchase items on XXXX and use Affirm, Ive never been given the option. I contacted Affirm on XX/XX/XXXX at XXXX CST and explained my situation, my call lasted 11 minutes and 3seconds asked the representative if he knew what was ordered and he said no that I could find out through XXXX but I explained there are no orders for that amount on my XXXX account. He said he would send it up to get researched and I should get an email in a few days confirming my claim. I received the email from Affirm that same day at XXXX CST stating they take claims seriously and asked me to be patient and they should have a follow up regarding the outcome of my claim in 3-5 business days. On XX/XX/XXXX I called Affirm at XXXX XXXX and spoke to a representative for 5 minutes and 23 seconds to ask about the texts and emails I was receiving about Affirm not receiving payment and I was concerned about the fact that there was a claim going on and I didnt want my credit affected. He assured me that they were aware of the claim and to just ignore the messages because they are automatic and cant be stopped. On XX/XX/XXXX at XXXX CST I emailed Affirm ( I responded to the 3-5 days email from before ) and explained it had been well over 3-5 days since their email and I hadnt heard anything and requested and update. I never received a response. I then emailed again on XX/XX/XXXX at XXXX CST explaining I still hadnt received an update on the claim, and I was being bombarded with text messages and emails saying my credit would be affected if I didnt pay. I still didnt get a response. I decided to call Affirm on XX/XX/XXXX at XXXX XXXX and spoke to a representative for 6 minutes and 47 seconds and explained everything over again and they assured I would get a follow up regarding my claim. On XX/XX/XXXX at XXXX CST I received an email from Affirm that stated I was responsible for the charges and needed to pay for XXXX XXXX ID XXXX ( Affirm can not tell me what this is and XXXX has confirmed I havent used Affirm for any purchases. ). On the email was a way to fill out an Affirm Affidavit to further the claim/investigation. On XX/XX/XXXX at XXXX XXXX I filled out the affidavit and attached a copy of my ID my police report from the XXXX XXXX Police Department XXXX case # XXXX ) for review. On XX/XX/XXXX at XXXX CST I received an email from Affirm again denying my claim. I do not want my credit affected because I was a victim of Fraud. I reached out to XXXX today at XXXX CST and spoke to a lady named XXXX and asked her if she could check the XXXX XXXX number Affirm had, she stated she could not only Affirm can tell me. I explained they told me only XXXX can. I expressed my frustration and asked if she could please review my account and see if I had made ANY purchases using Affirm. She put me on hold and came back and said I had not, she asked if Id like an email stating the fact ( she is the first person at XXXX to help me with this ). I said yes to her offer for an email, so I just got an email from XXXX stating that fact. I did not make this purchase, nor did I authorize anyone to use my Affirm account to make any purchases. Thank you for your time.

Company response to consumer: Closed with explanation