Consumer complaint received 2024-08-15 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Affirm Holdings, Inc
State: FL

Complaint narrative:
My credit account was established in XXXX during the pandemic when online shopping was expanding and necessary. I started with an expensive mattress I bought for my new home and a credit limit of {$1800.00}. From XXXX until XXXX, I paid on the mattress, sometimes twice a month, and ended up paying it off early. I have paid successfully on this account for years, so my credit limit XXXX to over {$6100.00}. 
I utilized this account quite often for large purchases and when I did not have established credit. It allowed me to buy now and pay later. Now, I can place any hotel stays, flights, or other travel expenses here rather than using the credit cards I have finally acquired. The Affirm card allowed me to build credit and make purchases without dropping my scores. 
I received a physical card for the stores because I have an outstanding payment history. I had not used it, because I rather enjoy shopping online. Recently, I tried to purchase a phone for my non-profit business to better connect with the sponsors for my XXXX program. I tried to use my Affirm account because the phone was a {$1800.00} purchase. At that time, I had thousands of dollars available to cover the phone. The purchase was declined, and I was demanded to " verify my identity. '' This struck me as odd because I never took pictures of myself nor sent them my identification from the first day I had this card, so it did not make sense. They actually made me scan my face and my sides. How could they use this to verify information they never had? Another reason this did not seem legitimate was that they wanted an outside company to verify again for elements that they never initially had. They disabled my account online, stating that I had to submit a verification picture of my state identification and a scanned image of my face. 
I contacted Affirm several times to state that it did not seem safe, yet they continued to require this element. I even went inside XXXX XXXX, XXXX of their approved stores, to purchase the phone with the physical Affirm card and driver 's license so they could verify that I was making the purchase. Despite all of this, I was denied. I contacted Affirm and was told they would escalate the matter to salvage the purchase. 
Weeks and XXXX declines later, I still could not purchase the phone. The account was still XXXX. I finally relented as they claimed it would go through Affirm for the verification and not the outside firm. I relented because I needed the phone and was trying to rectify ( reinstate ) my account because I needed it for business travel. Even with my compliance, my account is still deactivated. I have asked for supervisor assistance, made complaints, and been told it would be escalated and handled, yet there is no change. 
After all of this, I received an email stating that they had been cyber-attacked and that my information had been compromised, which I was afraid of from day XXXX. I kept repeating that I did not think I should send them what they requested, yet they insisted and knew they were being attacked when they required this.

Company response to consumer: Closed with explanation