Affirm.com

We are very sorry to hear that this customer did not have a good experienceWhen a customer requests to update his or her phone number, we require this verification step to help protect our customers against identity theftIf this customer would still like to proceed with the update, he will need to contact us at [redacted] or [redacted] and complete this verification stepPlease note that the customer has not incurred any late fees during this processThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@affirm.com Affirm's account security team contacted the customer and successfully updated the phone number associated with her account on November 5, She may proceed with online paymentsWe sincerely apologize for the inconvenience this issue caused the customer and appreciate her patience as we worked to resolve the matterAffirm considers this matter closed

Thank you for the opportunity to respond to [redacted] Revdex.com complaint against AffirmWe have reviewed [redacted] Affirm account and do believe that she may have been impacted by a payment issue that was caused by Affirm in December As a result, Affirm is currently working directly with *** [redacted] to resolve the issue and aim to provide a satisfactory resolutionIf [redacted] has any further questions, we encourage her to email [redacted]

Complaint: [redacted] I am rejecting this response because:This business fails to understand the core of the issueI opened an account without providing my image or driver's licenseTherefore, you are not securing my account or personal information by requesting it, you are in fact putting that in jeopardyI find it ludicrous and unreasonable to expect me to expect a customer to give you more information than what was gathered on the opening of an account to verify they are who they say they areI could send an image of my cousin holding up a Photoshopped fake ID claiming to be me and there is no way you would know better because you don't know what I look like because I didn't have to provide an image when opening an account.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: how do they want me to pay for damaged goods it is very simple they adjust we start paying and its done if not please Revdex.com post my complain Sincerely, [redacted] ***

Thank you for the opportunity to respond to [redacted] Revdex.com complaintAffirm has reviewed [redacted] Affirm account and can confirm that on recent loan applications, Affirm has requested [redacted] link his online checking account in order to evaluate his creditworthinessOn July 30, 2017, [redacted] *** contacted Affirm to inquire about the need for bank linkingAffirm explained that this step during the application process is used to evaluate an applicant's creditworthinessFurthermore, Affirm assured [redacted] that linking a bank account does not authorize Affirm to debit this account and that it may unlink at any time Affirm records show that [redacted] did not successfully link his bank account, and therefore, Affirm considered [redacted] loan applications incomplete and were subsequently declinedOn August 14, 2017, [redacted] contacted Affirm to inquire about bypassing the bank linking stepGiven the review of this information, on August 15, 2017, Affirm informed [redacted] that he will need to use another form of payment to complete his purchaseFurthermore, Affirm is unable to override or bypass the bank linking stepIf [redacted] has any further questions, we encourage him to reach out to [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Thank you for the opportunity to respondAffirm maintains it has met its regulatory obligations and provided [redacted] the nature of the declination reason by advising him we were unable to verify his identityFurthermore, the consumer has an extended fraud alert on his credit report with ExperianWhen a consumer has an extended alert on their credit report, a user of that report (Affirm, in this instance) is prohibited from extending credit to the consumer unless it takes steps required by the Fair Credit Reporting ActWe cannot extend credit unless we contact the consumer in person or using the telephone number that the consumer provides to the consumer reporting agency when they report their extended fraud alert and takes reasonable steps to verify the consumer's identity and confirm that the application for a new credit plan is not the result of identity theftSee U.S.C1681c-1(h)(2)) Affirm reached out for the consumer at the phone number on the extended fraud alert three times on May 31, June 1, and June 2, and was not able to contact the consumer to verify their identityWithout the ability to verify the identity of the consumer by calling him at the phone number on his extended fraud alert, Affirm is not able to extend the consumer credit If the individual has any further questions, we welcome him to contact [redacted]

Thank you for the opportunity to respond to ** [redacted] Revdex.com complaintAffirm has reviewed ** [redacted] Affirm account and can confirm that Affirm was unable to approve her recent loan applications because ** [redacted] applied for amounts more than she was eligible for.On June 13, 2017, ** [redacted] reached out to Affirm to inquire about the declinations and to see if they were related to her updating the saved payment instrument on her accountOn June 20, 2017, Affirm explained that the declinations were not a result of her payment instrument update, but rather her eligibility is determined by an automated algorithm and Affirm is unable to change this decisionAffirm encouraged ** [redacted] to continue making her payments and to apply to Affirm in the future as her credit profile updatesOn June 23, 2017, ** [redacted] responded to Affirm that she would no longer use our business, and given this, Affirm considered the direct complaint resolvedTo date, ** [redacted] has applied for additional loans with Affirm, however, has been declined for the same reason: applying for more than the amount eligible to her at the time of applicationIn the event ** [redacted] has any further questions, we encourage ** [redacted] to reach out to [redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com complaint against AffirmThe merchant Vestiaire refunded [redacted] loan on April 28, Affirm furnishes information to the Experian monthlyEach time we furnish information to a credit reporting agency, it covers time periods, which are provided to the credit reporting agency when we furnish the informationThe information does not include all account activity up to the date that was furnished, but instead covers clarified time periods, which Affirm identified in the “Date of Account Information” field provided by ExperianFor example, on May 12, Affirm furnished information regarding all consumer payment behavior covering the time period of March 3, to April 3, When Affirm furnished this information it included April 3, as the “date of account information.” Since [redacted] loan was not refunded until April 28, and Affirm furnished account activity up to a previous date when we furnished on May 12, 2017, the refund was not yet reflected in the information furnished that dayHowever, the dates covering the April 28, refund will be furnished in JuneGiven that [redacted] has reached out and requested this be immediately updated, as a courtesy, Affirm updated Experian to reflect that the loan was refundedIt may take about a month for the information to be reflected on [redacted] Experian credit reportIf [redacted] experiences any delays, we encourage her to reach out directly to Experian for the status of the update

While we cannot update this customer's phone number at this time, we have heard her concerns and are thankful for her honest feedback

Thank you for the opportunity to response to *** Revdex.com complaint against AffirmA supervisor from Affirm's corporate office was able to speak with **Carpenter on April 6, over the phone to discuss Affirm's inability to verify her identityThe supervisor shared that Affirm uses
risk prevention tools to assist with identity verification of an applicant and that we are unable to disclose confidential details about some of the tools we use**Carpenter was also informed about the purpose of taking pictures to verify ones identity and assured the pictures are only used during the verification process then stored in our internal database upon decision making**Carpenter is aware that our decision is final and she would need to use another form of payment if she would like to complete a purchase with ***If she would like to discuss this matter further, we welcome her to email ***

Complaint: ***I am rejecting this response because:this is not what the initially told me I fixed these products out my own pocket just to make things works I asked them to make payments effective from day they where repaired but they said no I realy wanted to make this work if there not willing trully sorry this is another example of fine print dishonesty thank you Revdex.com
Sincerely,*** ***

We appreciate the opportunity to respond to *** *** complaintBefore agreeing to each of his loans, the customer checked a box to confirm that he reviewed and agreed to (i) the Truth in Lending Disclosure and Loan Agreement (“Loan Agreement”) and (ii) Power Equipment Direct’s refund policyThe Loan Agreement states prominently and in bold print the date on which the customer’s payments will beginAdditionally, in Section of the Loan Agreement, the customer also agreed that his first monthly payment was due on or about February 13, After receiving the customer’s dispute, Affirm contacted Power Equipment Direct to conduct an investigation and ensure that the customer received the information necessary to resolve his issues with the manufacturers of the products he purchased using AffirmWhen we followed up with the customer on April 16, 2016, we explained to the customer that, consistent with the terms of the Agreement, we are unable to adjust the start date of his loanWe are happy to answer any additional questions this customer may have at ***Affirm considers this complaint closed

Thank you for the opportunity to respond to *** Revdex.com complaintAffirm has reviewed *** claim where she states she had issues with: updating her phone number in Affirm records, enabling auto-pay, and being reported as days lateAffirm investigated the claim and can confirm on
February 2, 2017, an Affirm agent erroneously informed *** that a payment submitted on the due date would not be reported thirty days overdue to the credit bureau, despite this February 2, payment accurately being reported thirty days overdue to the credit bureauAdditionally, on the February 2, call, Affirm records support *** declined auto-pay and did not request to update the phone number
On April 15, 2017, *** paid off her Affirm loan in question with the overdue tradelineAdditionally, *** updated her phone number and enabled auto-pay on the other active loan on her Affirm.
As a result of Affirm discovering *** was impacted by misinformation from the Affirm agent, Affirm is working directly with *** to satisfactorily resolve the issueOn August and 28, 2017, Affirm informed *** that communications were being reviewed to verify if any misinformation was givenSince Affirm was able to confirm incorrect information was provided to *** on February 2, 2017, Affirm will be removing the overdue tradeline with the credit reporting agency

Complaint: ***I am rejecting this response because: Affirm declined my application and gave a reason that they used information from a third party When I asked for this information -- which they are legally obligated to provide -- they said that they couldn't tell me because they couldn't verify my identity They never told me until this response that the reason my application was denied was because they couldn't verify my identity Regardless, the FCRA is very clear They can't simply tell me they denied my application because they couldn't verify my identity They have to tell me which sources of information provided them information, and that specific information, which caused my identity to not be able to be validated I want to know what information was used and the source from what it was obtained This allows me to correct any inaccuracies I can't correct an inaccuracy about which I know nothing I contacted each credit bureau and they have validated that my name and address on file as most current matches my name and current address I just signed a car loan with Mercedes Benz Financial that pulled all credit reports Nobody is having issues verifying my identity except Affirm, and they won't tell me why or the details used Under the FCRA they are obliged to do so I hope that they will provide this information.Sincerely,*** ***

Thank you for the opportunity to response to Mr*** ***On April 26, Affirm contacted Mr*** to inform him that his account has been cleared and he should be able to continue to use our service without receiving a denial message regarding his identityAn apology was also issued
regarding our inability to identity him again and that we greatly appreciated his patienceSince the matter was resolved, we asked that he withdraw his Revdex.com compliant filed against Affirm but we have yet to receive any further communication from Mr***If he would like to discuss this matter further, he is welcome to email ***

Thank you for the opportunity to respond to Ms*** Revdex.com complaintAffirm has reviewed Ms*** claim where she states she experienced issues updating her phone number in Affirm recordsAffirm investigated the claim and can confirm on August 22, 2017, an Affirm agent erroneously
informed Ms*** that the mobile phone number could not be updated if Ms*** was unable to confirm the current phone number associated with Ms*** Affirm account
As a result, Affirm reached out to Ms*** on August 22, to process the phone number changeOn August 22, 2017, Ms*** called Affirm and the mobile phone number on Ms*** Affirm account was successfully updatedGiven this, Affirm considered the complaint resolved
In the event Ms*** has any further questions, we encourage her to email ***

Thank you for the opportunity to respond to *** *** complaintBefore agreeing to each of his loans, *** *** checked a box to confirm that he had reviewed and agreed to Power Equipment Direct’s refund policyThis policy states in bold, red font the following: “Engine powered equipment cannot
be returned once it has been gassed or oiled due to federal shipping regulationsIf the product has been gassed or oiled, it needs to be taken to an authorized service center for repair which may be covered under warranty.” After receiving this customer’s dispute, we contacted Power Equipment Direct and confirmed that they explained their return policy to the customer and provided the customer with the information he needs to resolve his issues with the manufacturers, including information about his warranty and the manufacturers’ technical support numbersWe followed up with the customer on April 19, 2016, and explained that he must follow the merchant’s return policy and that we cannot change the terms of his loansWe are happy to answer any additional questions this customer may have at ***

Thank you for the opportunity to respond to [redacted]. In [redacted] complaint, he claimed that the down payment charged to his credit card was debited without his authorization for a loan for a purchase with Affirm’s merchant partner, Orbitz. Affirm has investigated his claim and...

concluded that the charge was authorized. However, due to the fact that the loan resulted in a failed transaction on the merchant’s side, Affirm was able to cancel the loan and fully refund [redacted] the down payment back to his original payment instrument. At [redacted] request, Affirm has also taken immediate action to block this account and the associated payment instrument. Affirm is unable to accommodate for [redacted] desire to erase this loan obligation, as Affirm is required to provide accurate credit reporting. Affirm contacted [redacted] via email on March 23, 2017 to provide this result, and per [redacted] response to Affirm, he appears to deem this resolution as satisfactory.