Consumer complaint received 2025-12-26 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Unauthorized withdrawals or charges — 
Company: Affirm Holdings, Inc
State: LA

Complaint narrative:
Summary : I obtained a loan via AFFIRM for a cell phone through XXXX  I was approved and issued approximately {$1000.00} for the phone I subsequently placed the account on auto pay and never missed a payment My personal information was presented to AFFIRM and corresponding info to Visible What happened following is quite disturbing. I receive an email that a change in my information had been requested and to notify AFFIRM if it was not me. I phoned and emailed them immediately, however a representative had already changed the information and therefore could not verify my own account. I was treated like the fraudster despite giving them all of my info ( the original info from my initial loan ). 

I eventually learned of a fraud alert was placed on my legitimate loan, and the fraudster involved had been issued an electronic AFFIRM card a physical card was shipped to them. 

What followed was 100 's of customer care calls, all representative were located in XXXX, XXXX XXXX, XXXX, and XXXX. I managed to learn a little each call until a kind XXXX man finally HELPED. I then managed to glean the email and address of the perpetrator located in another state with an address at a XXXX XXXX. 

Through disciplined persistence I managed to convince a defiant and dishonest AFFIRM representative to correct the madness and shut the card down and none of the charges were paid ( all declined ) It did not stop there as AFFIRM refused to close the AFFIRM card at my request and repeatedly insisted on replacing my card ( THAT I NEVER ASKED FOR OR WANDED ). 

I have thus far spent nearly 4 months receiving policies and demands in order to sever ALL ties with AFFIRM. It is and continues to be considerable deceit and harassment. 

As of today the original loan has been paid off, the fraudulent card locked, fraud alerts on my social security number and full credit locks by all 3 reporting agencies, yet refuse to close my AFFIRM account. 

Currently, after 3 months, at least 1000 calls to foreigners in " customer care '', handing out personal identifying information to all just to discuss my issue, and be transferred to multiple foreigners only to be told I'd be transferred to a dedicated team to assist with my matter. Only to find it was merely the next foreigner in the Customer " don't '' care crew. 

I just wanted my account closed. Finally today I received a call from AFFIRM from the customer care headquarters in XXXX. This followed my online complaint on XXXX. Apparently, that had an effect on how much they care? 

Once again, AFFIRM XXXX  insisted once all accounts were confirmed and no longer active, they would close the account in 30 days per company procedure. I explained my situation with the card that was not mine and they were at best deceived into issuing precipitated early and full prepayment of my original loan and had been assured once paid the account would be closed. 

I hung up, called back and requested a customer service rep IN AMERICA. I had 3 or 4 from XXXX, 1 from XXXX, and finally settled on one from XXXX XXXX. 

He promised he'd get the account closed today and then insisted I open the app to close the AFFIRM card. It was still not closed after several months despite my request and proving the fraud, I followed through closing the card. At that time I was told I must wait for that to process in order for the AFFIRM account to be closed. I was told once everything was paid their policy was to wait 30 days for them to close the account. 

First, the card closure that is currently processing was NEVER MINE And NEVER IN MY NAME, and no attempted charges in 90 days as verified by several CS reps. Further, the payoff transaction of the legitimate loan had been verified on my bank, receipt of AFFIRM, and my online account. 

refusal to cooperate, deceptive practices, harm caused by having to suspend and protect my own credit, and failure to provide verification information pertaining to the issuance of the UNREQUESTED AFFIRM CARD application. 

I

Company response to consumer: Closed with explanation