Consumer complaint received 2024-09-25 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc
State: NM

Complaint narrative:
On XX/XX/XXXX, I attempted to create an account with Affirm using my phone number. However, during this process, I was unexpectedly logged into someone elses account. Recognizing the serious security issue, I immediately logged out and contacted Affirm to report the problem. After speaking with an agent, I was able to set up my account correctly. 

Later that day, I made a purchase on XXXX using Affirm 's installment loan service. The total amount of the purchase was {$310.00}. On XX/XX/XXXX, I received an email from Affirm confirming that I would pay {$44.00} per month for 6 months, with an initial payment of {$46.00}, which I already paid on the same day. 

The next day, when I tried to log into my account, I found that it was locked. I contacted Affirm again, and they asked if I had canceled my purchase, which I had not. It appears that the individual whose account was previously linked to my phone number may have attempted to cancel the purchase, leading to the account lock. 

Since XX/XX/XXXX, I have made multiple calls to Affirm to resolve this issue ( see attached call log for specific dates ). Despite these efforts, my account remains frozen, and I have received inconsistent and inadequate responses from XXXX customer service team. On several occasions, I was informed that emails were sent to me, which I never received. Additionally, I was told that new tickets would need to be created, extending the resolution time by up to XXXX more days, which is unacceptable. 

This situation has also affected my ability to purchase essential equipment for a course I am currently taking at the university. The equipment is significantly expensive, and I planned to use Affirms installment payment option to afford it. Due to the account lock, I am unable to make this purchase, which is crucial for my studies. 

I have filed multiple complaints with Affirm, including Complaint ID XXXX, and also escalated the matter to the Better Business Bureau ( Complaint ID XXXX ). To date, none of these complaints have been resolved. 

XXXX of Events : - XX/XX/XXXX : Attempted to create an account and was logged into someone elses account. Reported the issue to Affirm and successfully created my account. Made a purchase on XXXX for {$310.00} using Affirm. Paid {$46.00} as the initial payment, with the remaining amount to be paid in 6 monthly installments of {$44.00}. 
- XX/XX/XXXX : Account was locked ; contacted Affirm to resolve the issue. 
- XX/XX/XXXX - XX/XX/XXXX : Made multiple calls to Affirm ( see call log below ), filed several complaints, and received inconsistent information regarding the resolution of my account issues. 

Call XXXX : - XX/XX/XXXX : Called Affirm twice. 
- XX/XX/XXXX : Called Affirm twice. 
- XX/XX/XXXX : Called Affirm once. 
- XX/XX/XXXX : Called Affirm once. 
- XX/XX/XXXX : Called Affirm once. 
- XX/XX/XXXX : Called Affirm once. 
- XX/XX/XXXX : Called Affirm once. 

I am deeply concerned that these issues are related to the initial security breach when my phone number was linked to another persons account. The lack of communication from Affirm and the prolonged delays are causing significant stress, and I am worried about the potential impact on my credit score. Additionally, the inability to use my Affirm account to purchase essential equipment for my university course is causing further disruption to my studies. This equipment is expensive, and without the installment payment option, I can not afford to pay for it in full.

Company response to consumer: Closed with explanation