Consumer complaint received 2025-10-23 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc
State: NC

Complaint narrative:
Illegal action with Affirm.com. 

I have pending loans with Affirm that amount up to {$2000.00}. I have been on time paying these loans and made payments up until XX/XX/year>. I have also had my Affirm account for several years with no issues whatsoever. 

I was emailed on XX/XX/year> stating, " We've identified suspicious activity on your account, so we've frozen the account to keep it secure. This means you won't be able to use your account until it's unfrozen, and account features like XXXX are also turned off for now. We're here to help and answer any questions you have. To unfreeze your account, please call Affirm at ( XXXX ) XXXX. 
Please know you won't be held responsible for any activity determined to be unauthorized. We're sorry for this inconvenience, and thank you for choosing Affirm. '' I called to get an explanation of what went wrong, but not a single customer service representative could give me an answer. 

I am still receiving emails stating that I am responsible for payments, even though Affirm shut down my account, discontinued my Auto Pay, and promised that I am no longer responsible for the loans. Please also understand I have paid off over XXXX loans with them already, and in no way, shape, or form am I satisfied with not paying my remaining loans off. Affirm has yet to tell me why any of this happened!!! 

I received another e-mail this morning on XX/XX/year> XXXXXXXX XXXX XXXX XXXX XXXX, " Thank you for your patience as we reviewed your request to unlock your account. 
At this time, we're unable to restore your access. We couldnt verify your identity with the information provided. To complete your purchase, please select an alternative payment method. 
If there are any outstanding loans associated with your account, you will no longer be held responsible for them. '' My problem with this is when I call, they authenticate who I am with XXXX personal questions that only I would know, as well as they sent a verification text message to my cell phone, and I was able to verify that code. 

I called them again and they stated that " I will not be able to access my account any longer and that all loans have been satisfied. I then asked if anything would be reported to credit companies due to my inability to access my loans to ensure they are paid, and the representative stated, " No. '' Well, this afternoon, being XX/XX/year>, I received an e-mail from Affirm.com ( not shop.com ) stating the following. 
" Your payment for your XXXX purchase has been past due since XX/XX/year>. Letting this payment linger can have some lasting consequences. '' I called Affirm again, and they stated that it was with XXXX, which is an Affirm affiliate, but I did not use XXXX on the purchase in question. I made the specific purchase through Affirm 's application, and the product was bought on XXXX. 
I need assistance to ensure this doesn't negatively impact my credit, and I need written assurance on what happened to my account. 
I was assured that this wouldn't affect me financially or credit-wise, but Affirm will not disclose anything that has happened over the weekend. I have no proof that the loans are satisfied. I have no proof that I did anything wrong. I can only take what Affirm says over the phone because they state the e-mail that I have pasted earlier in this complaint, I am filing is all they will utilize and reference. 

I have always paid on time, and now they are just shutting my account down with no explanation. This has to be illegal, and there has to be civil action that individuals can take for situations like this. Now I am past due for payments. Affirm will not allow me to pay. I have an account that has always been compliant, which I can no longer access. I was not provided any information on why this even happened. As a loyal consumer, I am being misguided and lied to, and there is nothing Affirm as a company will do for me. I need major help with this, and can provide any other information needed to find a resolution for this matter.

Company response to consumer: Closed with explanation