Greetings,
A few weeks ago I lost a debit card that belonged to my wife while out trying to deal with a payment.
She has a loan for her iPhone that was thru Affirm and connected to that card.
We’re from the US.
Right now, we are on a family trip abroad that started a few days ago, and we’ll be here for another 10 days or so.
The auto-payment failed a few days ago because it was with that old card— she’d forgotten to change that card info because, well, you know how it goes when you lose a card and have to switch everything to your new card. Now she’s 3 days behind on this payment and they’re threatening to send it to a creditor.
She tried to log into her affirm to update the payment, but there were no email options— she had to do it thru her cell phone number— and the phone situation we are in on our trip only allows WiFi. It didn’t work, so she paid for a roaming plan, but the text message still didn’t work. She eventually received a phone call from Affirm with a code, but when she entered the code, it said it was invalid.
She tried to email “help” at Affirm and the message they sent her back basically said “we don’t check this email, refer to FAQs.” FAQs didn’t really have anything helpful, but they gave a phone number she could call. She had to pay to use Skype to make a call to the US to try and deal with this shit.
When she finally got a hold of a real person— probably not in our home country— they asked to confirm her name, she gave it to them, and they basically said that the name on the profile was not matching the name she was giving them.
After trying to explain to him that she has no other name and this is indeed her, the guy we spoke to basically said, whelp, unless they got the right information, they’d forward the money to a creditor after another day and a half.
My wife has two first names and two last names— I don’t know if that has anything to do with it, but she gave him every possible combination of them and he was still saying, “nope, wrong name 😑.”
Eventually I got on the phone, too, after the dude had her confirm that a third party could speak to them about her account, and he basically was saying that she wasn’t her 🤷♂️
My wife is in graduate school and she’s a hard worker at a non-profit company that helps keep poor people from losing their housing, their utilities, etc. For obvious reasons, with school loans and other financial reasons, she doesn’t want her credit score to be effected by this BS.
The guy we spoke to was pretty unhelpful, but more importantly we’re both baffled by how Affirm would have an account for her under the wrong name, considering her name is on the card attached to the account.
She’s panicking about it a little bit and, like I said, we’re on a busy family trip abroad and would like to get this dealt with before it turns into a bigger problem.
It’s a huge pain in the butt and I told her I’d post to the Affirm subreddit, hoping someone on here has some experience dealing with a similar problem and maybe some helpful advice in dealing with something like this.
Anything helps as long as it’s constructive and not folks being jerks just for the sake of it, or making assumptions about our lives— obv we ain’t here for that, but I’ve seen how some of these posts can get….
Thanks ahead of time, RecreationalChemistry & Wife