Consumer complaint received 2025-07-02 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Affirm Holdings, Inc
State: FL

Complaint narrative:
Subject : XXXX XXXX XXXX Affirm , Inc . 

Dear Consumer Financial Protection Bureau, I am filing a formal complaint against Affirm , Inc., located at : Affirm , Inc . 
XXXX XXXX XXXX, XXXX Floor XXXX XXXX, CA XXXX This complaint concerns an update of my new phone number I experienced with Affirm. 

Details of the Issue : On XX/XX/year>, I had an issue regarding updating my phone number as per instructions on the app. Upon updating my new number and error accrued stating my new number was invalid. I called Affirm and they attempted to update, and they received the same error. They escalated to another team. The team emailed me and asked me to submit a driver 's license and facial recognition. I proceeded taking a picture of my driver 's license front/back but, the " facial recognition '' part was coming out faulty on my phone. The facial recognition wouldn't line up properly and kept coming out blurry which was weird to me. It kept on denying my upload of the picture. I have an XXXX XXXX phone. I called and explained to them the issue I was having. They tried again. I requested that they contact IT department to let them something isn't right with their facial recognition app. 

Then they proceeded to send me an email with a link. When I open the link, it leads me to the app and put in my phone number. When I put in the number it is sending a link for verification to my " old number ''. Basically, I can't get into the app to read messages because they'll be sending the verification to my old number because I don't have my new number updated with them. It's so frustrating because it seems like no one is listening or having problem solving skills. I even spoke with supervisor/management, and they were no help. They continue sending the same information over and over again like they're robots. It's not targeting my main issue. The main issue is that my new phone number is coming up invalid that was provided to me by XXXX & XXXX XXXX and their facial recognition app is faulty. 

Despite my efforts to resolve the issue directly with Affirm, including contacting their support on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX ( 2025 ) the company has failed to provide a satisfactory response or resolution. I can't get into my account to see upcoming payments or pay off what I owe early. I had no issues updating my new number to other companies like XXXX, XXXX, XXXX. 

Desired Resolution : I respectfully request that the CFPB investigate this matter and require Affirm , Inc. to : Offer an alternative solution on updating customers information because they also have to think of older population who may not have a newer phone. There should be a passcode that customers can use to log in and update their information if needed via sending a code to email and etc. 

Retrain their staff on better problem-solving skills Correct the error and immediately update my information via new phone number into my account immediately I must get an email not no link for me to go into my account because I can not get any messages because it's still linked to my old phone number Thank you for your attention to this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation