Affirm.com

Thank you for the opportunity to respond to [redacted] Revdex.com complaint against Affirm. We 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 2016. As a result, Affirm is currently working directly with [redacted]...

[redacted] to resolve the issue and aim to provide a satisfactory resolution. If [redacted] has any further questions, we encourage her to email [redacted].

Initial Business Response /* (1000, 5, 2015/11/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@affirm.com
Affirm's account security team contacted the customer and successfully updated the phone number associated with her account on November 5, 2015....

She may proceed with online payments. We sincerely apologize for the inconvenience this issue caused the customer and appreciate her patience as we worked to resolve the matter. Affirm considers this matter closed.

Thank you for the opportunity to response to Ms. [redacted]. Affirm reviewed the complaint and had determined that Ms. [redacted] intended to file her complaint against JeNu BioSciences, the merchant she purchased her items from, and not Affirm. As a result, Affirm has contact Ms. [redacted] to address the...

complaint and provide her with JeNu BioSciences customer support information in hopes that she will be able to contact to discuss her dispute further. If Ms. [redacted] has any further questions, we welcome her to email [redacted].

We are very sorry to hear that this customer did not have a good experience. When a customer requests to update his or her phone number, we require this verification step to help protect our customers against identity theft. If this customer would still like to proceed with the update, he will need...

to contact us at [redacted] or [redacted] and complete this verification step. Please note that the customer has not incurred any late fees during this process. Thank you for the opportunity to respond.

Thank you for the opportunity to respond to Ms. [redacted] Revdex.com complaint. Affirm has reviewed Ms. [redacted] claim, which states she had issue with being reported thirty days delinquent. 
On August 21, 2017, Ms. [redacted] contacted Affirm to inquire about removing the thirty day delinquent mark on...

her credit report or changing the tradeline from thirty days delinquent to thirty days late. In a follow-up call, an Affirm supervisor reached out to Ms. [redacted] and explained that Affirm is required to report accurate information to the credit bureaus and on the date of this call, Ms. [redacted] was more than thirty days overdue on her Affirm loan, with no payment initiated from Ms. [redacted]. Additionally, Affirm clarified to Ms. [redacted] that thirty days overdue was considered thirty days delinquent. During this call, Ms. [redacted] also claimed that a previous Affirm agent advised her reporting would be changed. The Affirm supervisor confirmed Affirm would look into this claim and follow up on the results of the investigation. 
After further researching Ms. [redacted] claim, Affirm confirmed that the agent did not inform Ms. [redacted] that reporting would be changed. On August 21, 2017, Affirm informed Ms. [redacted] that reporting is only updated when Affirm discovers inaccurate reporting. Affirm also provided a payment history of Ms. [redacted] loan and requested Ms. [redacted] to review and determine if there was any inaccurate information, however, Affirm is unable to change information that was reported accurately. On August 21, 2017, Ms. [redacted] responded and demanded for Affirm to remove the delinquency off her credit report. Given no new information was provided by Ms. [redacted], regarding any inaccuracies on her credit report, Affirm considered the complaint resolved. 
If Ms. [redacted] has any further questions, we encourage her to reach out to [redacted].

Initial Business Response /* (1000, 6, 2015/11/13) */
Affirm investigated this complaint and confirmed that the SSN entered by the consumer did not match the SSN associated with the consumer's consumer credit report. Because we were unable to verify the consumer's identity, she was unable to open...

an Affirm account. Our customer service team called the consumer on November 10, 2015 and November 13, 2015, and emailed her on November 13, 2015. We were able to connect with the consumer on November 13, 2015, and are working directly with her on opening an Affirm account

Thank you for the opportunity to respond to **. [redacted] Revdex.com complaint. Affirm has reviewed **. [redacted] claim and Affirm account and can confirm that on August 4, 2017, Affirm requested additional verification to validate his identity in order to process a phone number change. After the request was...

submitted on Friday, the verification link was emailed the following Monday within one business day.
Affirm records show **. [redacted] did not complete the request for additional verification. On August 15, 2017, Affirm informed **. [redacted] that we were unable to approve his phone change request. **. [redacted] responded that he will not pay if Affirm does not update the phone number. On August 22, 2017, **. [redacted] submitted an additional phone change request. Affirm is currently working directly with **. [redacted] to satisfactorily resolve the issue. On August 24, 2017, Affirm informed **. [redacted] a new verification email had been sent. When **. [redacted] asked why he needed to resubmit his photos, Affirm explained that **. [redacted] failed to complete a required step of taking a picture with a government-issued ID.
Affirm is currently awaiting the requested identifying documents from **. [redacted]. If **. [redacted] has any further questions, we encourage him to email [email protected].

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]

Complaint: [redacted]I am rejecting this response because:This business fails to understand the core of the issue. I opened an account without providing my image or driver's license. Therefore, you are not securing my account or personal information by requesting it, you are in fact putting that in jeopardy. I 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 are. I 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]

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 me. Sincerely, [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 me. Sincerely, [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 me. I am concerned though with the fact this will be on my credit report.Sincerely, [redacted]

I am requesting to close this complaint as I have been refunded my monies.

Thank you for the opportunity to respond. Affirm 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 identity. Furthermore, the consumer has an extended fraud alert on his credit report with Experian. When 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 Act. We 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 theft. See 15 U.S.C. 1681c-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, 2017. and was not able to contact the consumer to verify their identity. Without 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]

(The consumer indicated he/she DID NOT accept the response from the business.)It makes no sense that this company cannot update phone numbers. I feel as if there a one-sided company that does not listen to their customers and refuses to do anything to help them. If the company truly wants to expand their business and keep their current customers did they need to figure out how to update a cell phone number or a home phone number to a customers account. Like I said before and have told this company they are not willing to do anything

Thank you for the opportunity to respond to [redacted] Revdex.com complaint against Affirm. The merchant Vestiaire refunded [redacted] loan on April 28, 2017. Affirm furnishes information to the Experian monthly. Each 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 information. The 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 Experian. For example, on May 12, 2017 Affirm furnished information regarding all consumer payment behavior covering the time period of March 3, 2017 to April 3, 2017. When Affirm furnished this information it included April 3, 2017 as the “date of account information.”
Since [redacted] loan was not refunded until April 28, 2017 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 day. However, the dates covering the April 28, 2017 refund will be furnished in June. Given that [redacted] has reached out and requested this be immediately updated, as a courtesy, Affirm updated Experian to reflect that the loan was refunded. It may take about a month for the information to be reflected on [redacted] Experian credit report. If [redacted] experiences any delays, we encourage her to reach out directly to Experian for the status of the update.

Thank you for the opportunity to respond to [redacted] Revdex.com complaint against Affirm. On April 29, 2017, [redacted] was denied an Affirm account for identity reasons. Affirm received a written complaint from [redacted] on May 2, 2017 seeking insight into his declination. On May 9, 2017,...

Affirm disclosed of the nature of this information used for the denial, sharing we were unable to verify his identity. On May 10, 2017, [redacted] responded advising he was unsatisfied with Affirm's response and had filed formal complaints with various organizations. [redacted] complaint was escalated for review. Affirm attempted to contact [redacted] by phone on May 26, 2017 to discuss the resolution to his complaint, however, he did not answer. An email was issued by an Affirm supervisor seeking a preferred time [redacted] is able to discuss his complaint by phone. Affirm looks forward to speaking with [redacted] and coming to a resolution.  If [redacted] has additional questions, we welcome him to email [redacted]

Thank you for the opportunity to respond to Mr. [redacted] Revdex.com complaint. In the complaint received on September 13, 2017,  Mr. [redacted] claims that he has made all his Affirm payments and is current and disputes the late payment reported to Experian. Furthermore, Mr. [redacted] claims that when...

he has requested for the signed loan agreement, Affirm could not provide one, and that Affirm is in violation of the FCRA law. A review of the complaint supports, on September 11, 2017, Mr. [redacted] contacted Affirm and requested a copy of his Loan Term Agreements associated to his loan with Affirm. In this request, Mr. [redacted] informed Affirm he would like to confirm the date his loan with Affirm became active, as he had concerns regarding Affirm’s credit reporting on his loan repayment. On September 13, 2017, Affirm provided Mr. [redacted] an emailed copy of his Loan Term Agreement/Truth in Lending Disclosure. Affirm also notified  Mr. [redacted] that he failed to make his first three installment payment that were due on dates: May 27, 2017, June 27, 2017, and July 27, 2017.Affirm records also support that Mr. [redacted] did not initiate a payment until, August 17, 2017. Based on a review of Mr. [redacted] complaint and of Mr. [redacted] Affirm account and his repayment history, Affirm is confident that it has reported correct and accurate information to the credit bureaus. Furthermore, Affirm is not in violation of FCRA as Mr. [redacted] alleges. Given this, Affirm considers this complaint resolved.

Regrettably, we cannot support Ms. [redacted]'s request to update her phone number due to product limitations. She will need to use another form of payment if she would like to complete her purchase with Gazelle. We sincerely apologize for the inconvenience this has caused her, and value her feedback as...

we continue to grow and improve the user experience.

Thank you for the opportunity to respond to **. [redacted] Revdex.com complaint. Affirm 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 account. On 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 decision. Affirm encouraged **. [redacted] to continue making her payments and to apply to Affirm in the future as her credit profile updates. On June 23, 2017, **. [redacted] responded to Affirm that she would no longer use our business, and given this, Affirm considered the direct complaint resolved. To 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 application. In the event **. [redacted] has any further questions, we encourage **. [redacted] to reach out to [redacted]