Complaints, Feedback, & Inquiries

At American First Finance, we take our customer’s overall experience and feedback seriously. And while we strive to deliver the best experience possible to all our partners and consumers, we know that sometimes we can’t meet expectations.

We know that life isn’t perfect, and neither are we. Complaints happen from time to time. And we work as best we can to help resolve them quickly and to the best extent possible.

Complaints help bring opportunities for improvement to our attention. American First Finance ensures that complaints are dealt with effectively and are taken seriously. American First Finance takes complaints seriously and ensures that complaints are addressed and taken care of diligently.

American First Finance is committed to providing the best possible service to every one of our customers. American First Finance is here to listen if you are dissatisfied with any aspect of your experience.

1. Contact us via chat, telephone, email, or US mail.
2. Explain the matter as clearly and as fully as possible, including any action taken to date;
3. Allow American First Finance a reasonable time to deal with the matter;
4. Tell us what you would like the outcome of the complaint to be if you can.

Please understand that some matters may be beyond American First Finance’s control, such as details about your credit score or credit history, which would need to be addressed with the credit bureaus.

When you submit a complaint, our team attempts to address your inquiry fully and promptly. If we’re initially unable to address your needs fully, we escalate the issue to our specialists for additional review and attention.

We want you to be a satisfied customer – that means when you reach out, we’ll try to get you a resolution right then and there. Our responsibility will be to:

• Acknowledge your complaint in a timely manner.
• Learning from the complaint and using that feedback to improve our service.

If you have a complaint – we’d like to know more. Please call our Customer Service Team:

Mon-Fri: 7 am to 8 pm CST

Sat: 8 am to 7 pm CST

Sun: Unavailable

To submit an inquiry or feedback, you can contact us directly. We value and appreciate the opportunity to address your concerns. Visit our Contact Us page for general inquiries.

You may also submit directly to AFF by mail if you believe AFF has reported incomplete or inaccurate information.

In order to best serve you, please include the following in your mailed notice:

• The specific information that is being disputed;
• An explanation of the basis for the dispute; and
• Include all supporting documentation to substantiate the basis of the dispute.

AFF will review your matter within 30 days from when it is received and will notify you of the result of the investigation.

Submit a notice to:
American First Finance
P.O. Box 565848
Dallas, Texas 75356

*AFF reports to the credit bureaus for all accounts except for new lease-to-own accounts opened on or after January 1st, 2024. Additionally, new Retail Installment Sale Agreements will no longer report to Data X. American First Finance will continue to report to credit bureaus for any accounts opened before this day that were previously reported on. This change does not impact AZ, CA and FL, given that credit reporting for lease-to-own accounts opened in these states was previously discontinued.