Consumer complaint received 2026-02-03 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Affirm Holdings, Inc
State: CA

Complaint narrative:
On XX/XX/year>, I received a suspicious phone-call from someone pretending to be Affirm, requesting details pertaining to my personal Affirm account. For concern that my account was compromised, I reached out to Affirm customer care, asking them to take me through any requisite steps to secure my account. They recommended I change my account PIN as Affirm does not use a password to secure user accounts. 

Four days later on XX/XX/year>, I received an email notification that a loan for {$190.00} USD ( Loan ID : XXXX ) was taken out using my Affirm account and details. I did not take out this loan, making it an unauthorized, fraudulent transaction. 

Again, I contacted Affirm support this same day to report the unauthorized activity & loan on my account. They dismissed my concern as the loan was still under 'pending ' status, stating that I am not responsible for making payments on the loan until it was 'confirmed ' by Affirm. This, as opposed to taking steps to clear the loan from my account. 

A day later, on XX/XX/year>, the loan had completed processing and was now 'confirmed ', meaning I had to reach out once more. I reported the unauthorized activity, and a case was opened. Within 2 hours, the case was closed. Affirm asserted that " After a thorough review, our investigation found that the activity was associated with your account, and the loan remains your responsibility. '' This investigation was remarkably hasty and its follow-up didn't care to provide any information regarding how Affirm had come to this conclusion, such as supporting information tying myself to the purchase ( IP address, billing address ). It was only said that my account was " associated with my account '', a rather obvious fact given that my account was compromised.

Instead, Affirm directed me to a 'webform affidavit ' to complete that apparently existed on their website. I quickly came to the realization that this document not actually exist.

The steps to access the affidavit ( provided by Affirm on multiple ocassions ) were misleading, as they did not match the language present on the webpage provided. Still, accommodating the new format, when I followed Affirm 's directions to the best of my ability, the instructions were revealed to be obsolete. I was led to a dead-end webpage that was stuck loading endlessly ; the affidavit did not actually exist. 

Later, this same-day ( of the XXXX ), I called Affirm once more and was on the phone with various departments and supervisors for nearly XXXX hours. Finally, I reached a supervisor within the fraud department, XXXX. I notified him of the account being compromised, the fraudulent loan in question, and my experience/frustration with Affirm and its broken dispute process. 

XXXX informed me that my complaints were taken seriously & an investigation into my case would be re-opened. He also informed that additional documentation such as an affidavit or police report attached within would not be required at this time. 

A day later, on XX/XX/year>, I received an email, again, asking me to complete the same nonexistent affidavit. I communicated to Affirm that the webform was inaccessible & obsolete, providing a screen-recording as evidence. My response was later ignored and in return I was sent a response asking for the same affidavit with the exact same instructions. 

On XX/XX/year>, I finally received a call-back from Affirm ( at XXXX AM ) pertaining to the webform. This was accompanied, same day, with the response mentioned directly above. Upon calling Affirm back, the customer service representative notified me they will be sending me the affidavit in some other accessible form. Additionally, during this call, I had a supervisor tell me the same thing. 

Most recently, on XX/XX/year>, I received another email pertaining to the re-investigation. This email, following the prior investigation e-mail verbatim, also stated that " After a thorough review, our investigation found that the activity was associated with your account, and the loan remains your responsibility. '' Again, instructions were included to complete the inaccessible affidavit. 

It is now Tuesday, XX/XX/XXXX, and I have not received any update or communication from Affirm ; it seems they are complacent with this outcome. My case was never resolved ; Affirm never sent the affidavit they had promised. 

At this time, according to the latest update by Affirm above, they have delegated responsibility of this loan to me while failing to provide any information that proves I had taken it out ; or personally tying me to the loan. 

I am a victim of identity theft and Affirm, obviously, has zero concern for its clientele that are affected by fraud, scams, and unauthorized activity on their account. 

I have taken out thousands of dollars through Affirm, never made a late payment, never taken out a plan with interest ( as was this transaction in question ), and never shopped at the merchant pertaining to this fraudulent transaction. 

Affirm has been affected by data breaches in the past, and it is likely that I'm going through this draining ordeal, paying the price as a customer as a consequence of their negligence in protecting their clients.

Company response to consumer: Closed with explanation