Consumer complaint received 2025-06-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Affirm Holdings, Inc
State: CO

Complaint narrative:
This complaint concerns the credit company Affirm. I had initially filed a complaint against them several weeks ago but withdrew it in order to include further information I have since found out about this company. 
In XXXX I took out a short- term, pay-in-3 payments loan with Affirm on a {$550.00} purchase from XXXX. There were to be 3 monthly payments on automatic payment from my checking account at XXXX XXXX XXXX XXXX, an account I've had for over 10 years. I have utilized Affirm 's services multiple times over the past 4 or 5 years using this same checking account with the same routing number with no problems. The first payment in XXXX of {$190.00} processed with no problems. Unbeknownst to me, both the XXXX and XXXX payments were never processed and I was never informed that payment was not received by Affirm. I did not bother to check the payments as that's the beauty of auto pay. 
I finally received a text from Affirm in late XXXX telling me my account was past due. I went on to their site and attempted multiple times over the next few weeks to submit payment with the same checking account information that they acquired the first payment with in XXXX. At no time did I have insufficient funds for either {$190.00} payment, and at no time did XXXX XXXX return an ACH request or issue a charge back to Affirm on my behalf. 
On XXXX XXXX XXXX I phoned Affirm and attempted to make payment over the phone. I was told by the agent that Affirm definitely has glitches in their system and that my problem trying to pay the loan online was common. I believed the issue was resolved as the agent took the full payment of {$380.00} over the phone. 
I was notified days later that again the payment did not go through. I phoned Affirm again on XX/XX/XXXXXXXX XXXX  and spoke with a male supervisor who was rude and condescending, implying that the glitch was not on his company 's behalf, but rather that I had insufficient funds to cover the bill. I did not get his name and lost my cool. I believe this agent then reported me to the credit reporting agencies as 30 days past due out of spite.

On XXXX XXXX XXXX, I again called Affirm and spoke with Supervisor XXXX, who also confirmed that she has heard of many others who had the same issue as I did trying to pay off their loans. While I had XXXX on the phone, I conference- called my bank, XXXX XXXX XXXX XXXX XXXX and they explained with all certainty to her that a request for payment had not been received on my account from Affirm since XXXX, and that no ACH was returned. I again attempted to clear the account with XXXX. 
The next business day, Monday, a representative from my bank 's ACH department phoned me and told me that I should contact Affirm and request a 15- digit Trace Number which they should be able to present had they ever at any time requested payment. I told her I had again received a text from Affirm earlier notifying me that once again, payment did not go through. She told me that since payment was submitted on Saturday it was impossible that they could've already declined payment, that a request for ACH would not even be processed until that evening. In other words Affirm was never even contacting my bank for payment. 
I went online and made payment with my business account, same bank, same routing number, and payment went through. 
I had received an email from XXXX XXXX on XX/XX/XXXX from Affirm with investigation (? ) # XXXX as being resolved and the case closed. He stated if I want to reopen the case to reply to his email, which I did. I requested the 15 digit Trace Number from any attempt to get payment on my personal checking account, and asked if Affirm had reported negative information to any credit reporting agency. If so, I wanted the information to be retracted as I had done nothing wrong, it was a mistake on the part of his company. I received no response. 
Affirm did report my account as over 30 days past due to both XXXX and XXXX XXXX. I have excellent credit, but this negative and fraudulent reporting caused my Credit Rating to drop from Very Good to Good. This is devastating! I want Affirm to fix this as again, I did nothing wrong and always had sufficient funds and well meaning to pay this account. I pay my bills always, and always on time. 
Please help fix this. A drop in credit rating because of they're glitch will cost me thousands of dollars in higher payments on my new mortgage as I am looking for new employment and hope to purchase a new home this Fall. 
The timing on this could not come at a worse time. Affirm did nothing to attempt to correct the problem on their end concerning my account number or this would never have advanced to this horrible state. They reported that I did not meet my end of the deal, and this is untrue. They messed up and I'm paying a steep price. 
Please help me.

Company response to consumer: Closed with explanation