Consumer complaint received 2025-11-25 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Affirm Holdings, Inc
State: NJ

Complaint narrative:
Company : Affirm.com Product : Installment loan / Buy Now Pay Later Issue : Unauthorized loan, identity theft, failure to investigate, failure to provide documentation What Happened : On XX/XX/year>, I received an email from Affirm at XXXX PM stating that a new loan had been created on my Affirm account for a purchase allegedly made through XXXX. I did not authorize this loan or any related purchase. 
I immediately called Affirm at XXXX PM the same day to report the loan as fraudulent. This was reported within XXXX hours of receiving the notification. 
Details of My Attempts to Resolve the Issue XXXX. Affirm refuses to acknowledge the true timeline. 
Affirm repeatedly claims I waited a significant amount of time to report the issue, which is false. I reported it the same day, within XXXX minutes of the email. 
XXXX. I do not have an XXXX account linked to Affirm. 
I do not have a personal XXXX account in my name. 
I sometimes use my mothers XXXX account, and both she and XXXX confirmed that no order was placed and no transaction matching this loan exists. 
XXXX. Affirm refuses to tell me what was purchased. 
Across multiple calls, Affirm representatives refused or were unable to provide : What was purchased Where it was shipped The delivery address The XXXX A tracking number An XXXX XXXX ID Affirm is claiming I am liable for a loan but will not provide any evidence showing that a legitimate purchase occurred. 
XXXX. Affirm only now claims the item was delivered. 
This claim was never mentioned during my XXXX previous phone calls. 
Affirm raised it for the first time in a BBB response and still provided no proof, no tracking number, and no documentation. 
XXXX. I never received any item. 
No package, no delivery attempt, no notice, nothing. 
I still have no idea what the alleged item is. 
XXXX. Affirm closed my dispute without providing evidence. 
Even after submitting screenshots, timelines, and explanations, Affirm denied the claim and refused to reopen it. 
Why I Am Filing With the CFPB Affirm took out a loan in my name without my authorization, and their investigation : Contradicts documented facts Fails to follow identity theft procedures Refuses to provide legally required loan/purchase documentation Provides inconsistent and changing explanations Holds me financially responsible without proof that any purchase occurred I am unable to verify, dispute, or defend myself because Affirm refuses to disclose basic transaction details. 
What I Am Requesting I am requesting that the CFPB require Affirm to provide verifiable documentation, including : What item was purchased The exact delivery address The XXXX & tracking number The XXXX order ID associated with the loan Any IP address, device data, or authentication logs used to authorize the loan Any evidence that ties the transaction to me If Affirm can not provide this documentation, I am requesting that : The loan be removed from my account My identity theft dispute be honored Any related negative reporting or financial obligations be removed Impact on Me This unauthorized loan has caused ongoing stress, financial anxiety, and fear of additional identity theft. I have limited income at this time and can not afford to be held liable for a fraudulent loan that I did not authorize, can not verify, and for which Affirm has provided no proof of delivery or purchase.

Company response to consumer: Closed with explanation