Affirm complaints

Thank you for the opportunity to respond to Ms. Snow's BCA complaint. Affirm has reviewed Ms. Snow's complaint, which involves her concern that unauthorized activity has taken place in her name. Affirm records indicate that loan 27VS-97QG was processed on February 28, 2024 in the amount of $1,209.60 for a purchase with the merchant, Neiman Marcus. The loan terms include 12 monthly installment payments of $76.82 and an Annual Percentage Rate (APR) of 15.99. A down payment of $362.88 was required. Ms. Snow initially submitted this payment, but it was later charged back by her financial institution and the funds were returned to her. No further payments were made towards the loan and the payments became more than 120 days overdue. The loan was charged off as a result on July 27, 2024. Ms. Snow may contact Affirm by calling 855-423-3729 between the hours of 7 am and 10 pm CST seven days a week to make payments towards their loan. Ms. Snow initially contacted Affirm on July 27, 2024 to report the loan in her name as unauthorized. On July 28, 2024, a member of the Affirm Account Safety Team advised that no unauthorized activity had taken placed in Ms. Snow's name. Affirm would like to apologize for any confusion that this may have caused. On July 30, 2024, a member of the Affirm Account Safety Team advised Ms. Snow that she would remain responsible for the loan in her name based on the information available. On August 14, 2024 and October 21, 2024, Affirm received notice from Ms. Snow in writing that she was a victim of identity theft and not responsible for the loan in her name. Ms. Snow was advised that she was found responsible for the loan in her name on August 15, 2024. An agent attempted to follow up with Ms. Snow on October 22, 2024, but this message was not sent to the correct email address. Ms. Snow did not contact Affirm again until March 5, 2025, when she called to reiterate that the loan in her name was unauthorized. The responding agent advised that a case would be escalated for further review, and Ms. Snow advised that she would provide a copy of a police report related to this matter. Ms. Snow followed up with Affirm on March 6, 2024, indicating that she was providing a copy of the police report, but there were no attachments included in her email. On March 13, 2025, a member of the Affirm Account Safety Team advised Ms. Snow that she would remain responsible for the loan in her name. This decision remains final unless Ms. Snow can provide new evidence to support her claim. Ms. Snow is encouraged to provide any evidence she may have via email at [email protected]. She may reference case ID 30476726. Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will respectfully decline Ms. Snow's request to remove reporting for loan 27VS-97QG. In the event that Ms. Snow has any further questions or concerns, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

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Thank you for the opportunity to respond to Ms. Snow's BCA complaint rebuttal, which involves her concern that unauthorized activity has taken place in her name. As stated in Affirm's previous response, an unauthorized activity investigation was completed to review Ms. Snow's claim that loan ID 27VS-97QG was not authorized. Affirm's Account Safety Team advised Ms. Snow that she was found to be responsible for the loan in her name. This decision remains final unless Ms. Snow can provide new evidence to support her claim. Ms. Snow is encouraged to provide any evidence she may have via email at [email protected]. She may reference case ID 30476726. In the event that Ms. Snow has any further questions or concerns, we encourage her to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

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Thank you for the opportunity to respond to Mr. Dillenburg's BCA complaint. Affirm has reviewed Mr. Dillenburg's complaint, which involves his concern that Affirm has not processed his request to close his Affirm account. Affirm records indicate that Mr. Dillenburg has an active Affirm Card account that was preventing his Affirm account from being eligible for closure. Upon receipt of this complaint, Affirm initiated the closure of Mr. Dillenburg's Affirm Card account in order to allow Mr. Dillenburg to close his Affirm account. This process can take 2-3 days to be completed. Once the Affirm Card account is closed, Affirm will proceed with closing Mr. Dillenburg's Affirm account. Confirmation of the account closure will be provided to Mr. Dillenburg via email. In the event that Mr. Dillenburg has any further questions or concerns, we encourage him to reach out to Affirm via https://helpcenter.affirm.com/us/s/article/something-else.

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