Consumer complaint received 2024-06-16
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc (DE)

I have been paying this loan ( XXXX ) the same way, through my online bill pay. After having problems with payment not being applied in XXXX, I was told by the agent that I needed to change the payment details. I did that and my XXXX payment, sent through my online bill pay service was successfully applied. Note, I had XXXX loans at the time that I was paying on, the above referenced loan for {$68.00} and another loan for {$100.00}. 

My bank sent my XXXX payment for loan XXXX for {$68.00} via XXXX, XXXX like they did in XXXX. My account was debited by Affirm on XX/XX/year>. However, Affirm claims they did not receive payment. Interestingly, I sent payment of {$100.00} for the other loan, which was the last payment, and my account was debited on XX/XX/year>. Affirm did credit this amount to my account. The instructions for the payment were identical to the instructions for the other loan, other than a different loan number ( XXXX ). 

After numerous emails ( the only way to talk to the people who can see the details of my account ) I was told to reverse payment. I contacted my bank, XXXX, and they informed me that there is no way to reverse an ACH transaction. In the meantime, I sent XXXX 's payment, and it debited my account on XX/XX/year> ; however, Affirm claims they did not receive my payment. 

My bank sent the details of the XXXX payment to Affirm on XX/XX/year>. Rather than credit my account for the XXXX payment that Affirm has been holding since XX/XX/year>, they refunded the payment on XX/XX/year>. This means, I appear to be delinquent since XXXX, despite Affirm having the payment, with the correct payment instructions. 

Furthermore, Affirm has not credited the XXXX payment, which means they are holding my payment, again, and not crediting to my account. Having received what I believe to be XXXX 's payment, I submitted payment through their website for XXXX. I have also opened a ticket with my bank to have them send XXXX proof, in the hopes of receiving credit or a refund. 

My complaint is as follows : XXXX. Affirm is dishonest in that I am making payments that they are not applying, despite crediting prior payments send the same way. Given how long Affirm held my payment without crediting, then was finally forced to refund, Affirm should be paying me interest. 
XXXX. Affirm is damaging my credit by not crediting payments. All I was told was to send payment, as nothing was reflected on my account. 
XXXX. Affirm has no way for customers to work with them, as they don't have onshore resources who have access to customer accounts to see details. We are told to send emails, which yields not results. Even my bank, XXXX struggled to resolve the issue with the XXXX payment as Affirm refused to talk to them initially, when I called and had them on the line. Fortunately, the second time contacting them with the bank yielding results, but it took XXXX minutes for my bank asking Affirm repeatedly for a FAX number or email address to send the XXXX transaction details. The agent kept saying, the customer needs to send it, but this is confidential information I can not have. 

Thank you.