Consumer complaint received 2025-07-27 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: TX

Complaint narrative:
Affirm Loans Request for Final Written Resolution and Legal Assurance ( Case XXXX : XXXX, XXXX, XXXX, XXXX ) Complaint Text : I am writing to formally supplement my existing complaint against Affirm due to unresolved concerns regarding deleted loans, conflicting communications, and ongoing system-generated messages that contradict prior written assurances from Affirm personnel. Despite multiple confirmations that I am no longer liable for the disputed loans, I continue to receive notifications implying otherwise, and have yet to receive any conclusive documentation affirming my status. 

On XX/XX/year>, I received internal written communication from Affirm under Case ID XXXX, in which a representative, XXXX XXXX, stated : We assure you that you will not receive any calls from collections or third-party collections. The deletion of the loans has already been completed. So be risk assured about it. 

This was further reinforced through Affirms internal chat service by agent XXXX XXXX, who confirmed the following between XXXX PM and XXXX PM XXXX : There should not be any sort of reports, nor payments, to be in place towards those loans. 
There would not be any collection call or tactic associated to those loans. 
You can rest assured there is no payment to be collected on any of those loans, nor any reports that should be due towards loans. 
That communication sent today basically points at a full review, and to please disregard any additional communications being sent by our system. 

Despite these assurances, I have continued to receive internal notifications warning of outstanding balances and restrictions on account closure. One such system notice explicitly stated : You currently have outstanding payments To close your Affirm account, please complete any payments and try again after 30 days This directly contradicts Affirms prior written statements and suggests that either the loans were not properly resolved within Affirms system or that internal updates have not been completed. 

Of particular concern is the fact that my Affirm account was recently reactivated using the same personal and identifying information previously provided during the original identity verification process. If the initial inability to access the account was due to an alleged security or authorization issueas previously suggestedit is unclear why the same credentials are now deemed acceptable. This raises serious procedural questions and further supports my request for a clear and final resolution. 

Please note the following active Affirm case IDs remain unresolved or inadequately addressed : XXXX primary dispute and loan deletion confirmation XXXX secondary escalation with no written follow-up XXXX opened XX/XX/year>, with no acknowledgment to date XXXX automated response only, sent XX/XX/year>, no further contact I have attempted to resolve any concerns tied to the account and even attempted to make payments on these loans before their deletion. However, the Affirm system would not allow payment submission at the time. Despite this, I have acted in good faith at every steprepeatedly reaching out through chat, phone, and emailand have received conflicting and incomplete information.

Company response to consumer: Closed with explanation