Money transfer, virtual currency, or money service -- Managing, opening, or closing your mobile wallet account -- Complaint #18662926
Complaint Overview
Complaint ID: 18662926
Company: Affirm Holdings, INC
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account
State: New York
ZIP Code: 11225
Date Received: 2025-11-20T12:00:00-05:00
Date Sent to Company: 2026-01-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On Affirms side, my old XXXX XXXX connection from my previous Affirm Money account remained active even after Affirm closed the account and issued me a new Affirm Card. Because of this backend error, I can not link any bank to my new Affirm Card. Every time I try to connect my bank ( XXXX XXXX ) through XXXX, the connection fails, and Affirms app shows that no bank is linked. My bank confirms that the connection is still active on Affirms side, but the Affirm app shows no option to remove it. I contacted Affirm customer support multiple times by phone, chat, and email. Support could not understand the issue and repeatedly told me to reinstall the app or try again later. They did not escalate my issue to engineering, and they could not remove the old XXXX item associated with my closed XXXX XXXX. This problem makes it impossible to use my Affirm Card, because I can not link any bank at all due to the stuck/ghost XXXX connection that Affirm has not removed on their server. I am requesting that Affirm correct this backend error by removing the old XXXX link from my closed XXXX XXXX and allowing me to link my bank normally
Frequently Asked Questions
What is Complaint #18662926 about?
Complaint #18662926 was filed against Affirm Holdings, INC regarding Money transfer, virtual currency, or money service specifically about Managing, opening, or closing your mobile wallet account. It was received by the CFPB on 2025-11-20T12:00:00-05:00.
How did Affirm Holdings, INC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Affirm Holdings, INC?
Yes, visit the Affirm Holdings, INC company profile at readthecomplaint.com/company/affirm-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.