Consumer complaint received 2022-08-22 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Trouble using your card — Can't use card to make purchases
Company: Affirm Holdings, Inc
State: NJ

Complaint narrative:
On XXXX XXXX, I attempted to use Affirm to pay for a XXXX rental, and was denied. 
I have an account with Affirm. Payments are current, and past loans have been paid off. No payments have been delinquent. A pre-approved loan amount for {$5000.00} was indicated for my account. The XXXX total rental amount is well below the pre-approved amount. Additionally, I uploaded all four ID photos requested by Affirm ( face, front of driver 's license, back of driver 's license, and driver 's license next to my face ), despite being an account holder already. I received the email below from them. I immediately called Affirm ( XXXX ) twice about this issue and spoke with two representatives. I was told by both representatives that the issue was going to be addressed expeditiously by Affirm, and that I would be contacted in 3 to 5 business days. I told each representative that the XXXX rental had to be confirmed immediately to hold the rental. Further, as indicated in the email, " ... decision was based in whole or in part on information obtained from an affiliate or from an outside source other than a consumer reporting agency. Under the Fair Credit Reporting Act, you have the right to make a written request, no later than 60 days after you receive this notice, for the disclosure of the nature of this information. '' When I asked the representatives who the " affiliate or ... outside source '' was, I was not given the company 's name. I was told again that the issue would be expedited and I would receive notification within 3 to 5 business days. When I asked for the name of a supervisor, I was told that there is no supervisor. I've copied and pasted the email for your reference as I was not able to attach it as a document or pdf. 
Email received : XX/XX/22 XXXXX, Thank you for your interest in a loan through Affirm issued by Affirm Loan Services, XXXX XXXX XXXX XXXX XXXX, CA XXXX USA. Affirm Loan Services can't approve the loan you requested because we couldn't verify your identity based on the information we received. 

Further, our decision was based in whole or in part on information obtained from an affiliate or from an outside source other than a consumer reporting agency. Under the Fair Credit Reporting Act, you have the right to make a written request, no later than 60 days after you receive this notice, for the disclosure of the nature of this information. 

If you have any questions regarding this letter, you should contact us at : Affirm , Inc . 
XXXX XXXX XXXX, XXXX  XXXX XXXX, PA XXXX NOTICE : The federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, age ( provided the applicant has the capacity to enter into a binding contract ) ; because all or part of the applicant 's income derives from any public assistance program ; or because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. The federal agency that administers compliance with this law concerning this creditor is the Federal Trade Commission, Equal Credit Opportunity, Washington , DC XXXX

Company response to consumer: Closed with explanation