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.

Complaints

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.

 

How to Submit a Complaint

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.

 

What We Do When We Receive Complaints

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.

 

Our Commitment

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:

Contact Us

 

Customer Service Hours

Mon-Fri: 7 am to 8 pm CST

Sat: 8 am to 7 pm CST

Sun: Unavailable

Submit a General Inquiry

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.

 

Still have questions? Check out our FAQs.

FAQs

Q: I’m an active customer. How can I log in to the Customer Portal?

A: On the American First Finance webpage, log in to your Customer Portal by clicking “Customer Login” link in the upper right corner.

You’ll be directed to the login page. Enter the details requested using the same information you used when you applied. Next, choose to get a verification code via text or email.

Once you verify your account, you’re in. You’ll be directed to your Customer Portal dashboard.

 

Q: I missed a payment; can you make a courtesy adjustment and remove it from my credit report?

A: No. AFF reports* accounts accurately and according to regulatory requirements. The information we report is required to be complete and accurate based on regulatory laws and guidelines.

 

Q: What is a credit check?

A: A typical credit check is when American First Finance or another company views your history of credit, other accounts, and credit score with a consumer reporting agency, also known as a credit bureau. A credit check is also called a “hard credit pull.”

 

Q. Who should I contact if I think there’s been an error related to a payment on my account?

A: If there looks to be an error on your payment on your account, we’re happy to help and look into it. Just contact us.

 

Q. What is an Early Payoff Discount, and how does it work?

A: The Early Payoff Discount is an option for FinWise Bank installment loan customers to save money by paying in full during the Early Payoff Discount (EPD) period. You must make payments larger than your regular scheduled payments to ensure your account is paid off by the EPD expiration date.

The Early Payoff Discount Balance Includes:

• Amount financed
• Origination fee
• Applicable fees (non-sufficient funds (NSF) fees, late fees, or state fees, where required).

Check your agreement for details on the Early Payoff Discount option.

Note: This is not a “same-as-cash” program due to fees.

 

Q. What is the Early Buyout Option, and how does it work?

A: The Early Buyout Option period is an option that offers you the largest cash savings for your lease-to-own agreement and allows you to obtain ownership early.

You can obtain ownership early by paying the Early Buyout Balance during a specified period before your lease agreement ends. See your agreement for details about this option.

The Early Buyout Balance Includes:

The full cash price of the merchandise, plus:

• Sales tax,
• Any Early Buyout Option fee,
• Applicable fees: Late fees, LDW (Liability Damage Waiver) fees, and
• NSF fees, and any state fees, where required.

Your agreement may vary, so check your agreement for your specific dates.

As a note, you are not obligated to exercise the Early Buyout Option. It is completely optional.

 

Q: How can I get a copy of my credit report?

A: A free copy of your credit report is available annually at www.annualcreditreport.com.

 

Q: How long does it take for my payment(s) / payment history to update with the major credit reporting agencies*?

A: It varies, depending upon the type of information received. Generally, though, customers can see an update from the credit bureaus within 30-45* days.

 

Q: What if there is incorrect information on my credit report?

A: If you believe that any information contained in your credit report is incomplete or inaccurate, an easy way to file your dispute is online through credit reporting agencies. You can visit their website or call them directly and include the following items in your dispute communication:

• Clearly identify each item in your report you dispute.
• State the facts and explain why you dispute the information.
• Request deletion or correction.

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.