Consumer complaint received 2026-03-06 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Affirm Holdings, Inc
State: NY

Complaint narrative:
I am submitting this complaint regarding inconsistent account servicing, unclear identity verification handling, and an unexplained disruption of established account eligibility patterns with Affirm. I have maintained an Affirm account for approximately XXXX years with a perfect payment history. I have never missed or made a late payment and have never requested a payment extension. Over this period, my purchasing power increased steadily and predictably in response to consistent on-time payments and responsible account use, creating a stable pattern tied to demonstrated repayment behavior. During a recent purchase attempt on XX/XX/year>, I received a can not verify identity denial without any explanation of what information could not be verified or what corrective action was required. Shortly afterward, a loan was approved on the same account without any additional verification, updated personal information, or confirmation that my identity status had changed. This created uncertainty regarding whether my identity was considered verified and how verification determinations are applied. Immediately following these events, my purchasing power dropped overnight from more than {$11000.00} to approximately {$750.00} a reduction exceeding {$10000.00}. This was not a gradual adjustment or proportional change related to spending or repayment activity, but a sudden deviation from a two-year pattern of stable and increasing eligibility despite a flawless payment record and no negative credit events. A change of this magnitude reasonably appears to be a red flag requiring explanation rather than a normal fluctuation. When I contacted customer support, a supervisor stated there were no flags or restrictions on my account and advised waiting approximately XXXX days for the system to recalculate naturally. I followed this guidance ; however, after the full period elapsed, purchasing power increased by only about {$20.00}, confirming that the change was not a temporary recalculation as described. In attempting to obtain clarification, I was repeatedly transferred between representatives and departments with no clear escalation path or ownership of the matter. I was initially told identity verification could be requested, but later representatives including a supervisor stated verification was not required and therefore could not be initiated. At another point I was told my email required verification, yet subsequent representatives could not confirm or resolve this. No representative could clearly explain my verification status or the reason for the sudden eligibility change. I have since learned that other consumers have reported similar situations in which significant purchasing power reductions following identity-related denials were resolved through identity verification. Despite this, I have been unable to obtain verification or a clear explanation of my account status. My concern is that Affirms servicing practices provide inconsistent and conflicting information regarding identity verification and eligibility determinations, leaving consumers unable to understand significant account changes that directly affect financial decision-making. I am requesting : XXXX. Written clarification of my identity verification status. XXXX. A clear explanation for the sudden reduction of more than {$10000.00} in purchasing power. XXXX. Confirmation of whether any internal identity or risk review occurred. XXXX. Restoration of purchasing power consistent with my established account history if no adverse information or unresolved verification issue exists. XXXX. Clarification of Affirms escalation procedures when customer support can not resolve account-status concerns.

Company response to consumer: Closed with explanation