Consumer complaint received 2025-03-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Affirm Holdings, Inc
State: CA

Complaint narrative:
My Affirm account was locked due to suspected fraudulent activity, specifically a fraudulent purchase through XXXX, which I learned about on XX/XX/XXXX. Simultaneously, my default payment card was temporarily locked due to being misplaced. Due to the account being locked, I was unable to access my account or make any payments. 

I immediately contacted Affirm customer service on XX/XX/XXXX and XXXX to resolve this issue and attempted to make a payment. However, I was consistently informed that no payments could be processed while the account was locked. Customer service representatives repeatedly stated they could only open a ticket for the fraud department to investigate. I asked them to do so and they stated it would take up to XXXX  days for me to receive an email with what steps were next, an email I did not receive. 

The account remained locked, and I was unable to make a payment before the XXXX delinquency mark, despite my proactive attempts. Furthermore, during the period in which these XXXX payments were missed due to the account lock, I successfully made the other XXXX payments due on my Affirm account. This clearly demonstrates my consistent payment history and my intention to fulfill all my financial obligations with Affirm. Additionally, during the month of XXXX, I experienced a medical emergency that required multiple hospital visits, resulting in time away from my job and making it significantly more challenging to manage my financial obligations. This medical emergency should also be taken into consideration when reviewing this dispute. 

On XX/XX/XXXX, I finally regained access to my account and was able to make payments. During this call, I requested to dispute the unfair credit reporting. I was told that Affirm could not remove the reporting and that I would need to contact the credit agencies directly. 

I promptly opened a dispute with XXXX on XX/XX/XXXX. On XX/XX/XXXX, I received notice from XXXX that they had contacted Affirm. XXXX informed me that Affirm does have the ability to correct this incorrect information but had refused to do so, and that I would need to file a dispute directly with Affirm. 

On XX/XX/XXXX, I called Affirm again to inquire about the dispute process and received confirmation that the entire issue stemmed from the fraudulent XXXX purchase. I once again requested a dispute of the inaccurate credit reporting. The agent stated they would initiate a new dispute investigation, which I believe was opened on XX/XX/XXXX. As I have received no update regarding this investigation, on XX/XX/XXXX I submitted a dispute stating the following : I am now submitting this formal written dispute. 

In my previous communications, I provided clear documentation demonstrating that : My Affirm account was locked due to fraudulent activity, preventing me from making payments. 

Affirms own customer service representatives confirmed that payments could not be processed while the account was locked. 

Despite my proactive attempts to resolve the issue, my credit was negatively impacted through no fault of my own. 

XXXX has confirmed that Affirm has the ability to correct this reporting, yet Affirm has refused to do so. 

In response, I received a vague reply stating that Affirm is " in no position to assist me '' without any substantive explanation. This response fails to confirm whether my formal dispute letter, dated XX/XX/2025, was reviewed and does not address my requests for : A detailed explanation of why Affirm refuses to remove the late payment reporting, despite clear evidence that I was unable to make a payment due to an Affirm-imposed account lock. 

Written confirmation of whether my formal dispute letter and supporting documents were reviewed. 

An escalation of this dispute to a senior dispute specialist for proper reconsideration. 

Given Affirm 's responsibility under the Fair Credit Reporting Act ( FCRA ) to report only accurate information, I request that this matter be thoroughly reviewed at a higher level. If Affirm maintains that it is in " no position to assist, '' I request a written explanation detailing the specific reasons why. 

Please confirm receipt of this request and provide an update as soon as possible. I appreciate your prompt attention to this matter.

Company response to consumer: Closed with explanation