Consumer complaint received 2023-08-06
Company: Affirm Holdings, Inc
State: GA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
On XXXX XXXX XXXX I placed an order through the XXXX XXXX app for a purchase of hair products from XXXX XXXX Products. On Monday XXXX XXXX XXXX I wrote into XXXX stating that the package seemed to have been stuck at some XXXX facility. I called the carrier and was told that they could not initiate a search because I was not the sender of the package. Only the sender could start a process for a missing package. This was why I reached out to XXXX. They assured me that the package would be delivered. After another week passed and I didn't receive a package or follow up, I filed a complaint with Affirm who manages payments for XXXX XXXX. I needed the package for an international trip I was taking so at that point I wanted to cancel and find the products somewhere local. I contact Affirm to initiate the dispute and they took care of it immediately. 

In finally received the package on XX/XX/XXXX and notified both the seller ( XXXX XXXX XXXX ) and Affirm immediately. This is where it gets frustrating because neither company seemed to want to work with me. Affirm 's website says that if you do receive a product after a dispute, you must resolve the issue with the seller. I reached back out to XXXX again telling them I DID receive the product but needed a way to pay for it. Once Affirm started the dispute on their site, I was unable to make any payments in their app from that point forward. I wrote them and asked about it, no answer. I wrote back to XXXX again saying the case was still in dispute and I don't have a way to pay for the product I already have. Buying a new set on their site wouldn't pay for the one I had so I asked for an invoice to be sent to me. I never received it. All of my loans with Affirm except this one have been paid off in full. 

About two weeks after my early return from my trip to see family in XXXX, I had to have emergency XXXX on my XXXX XXXX to repair a detached XXXX. After trying to make an XXXX purchase and was denied citing this very purchase that I wasn't given the opportunity to repay and address because no one has responded to my report of receiving a product that was presumed lost. I contacted Affirm again on XX/XX/XXXXXXXX  explained what happened and their customer service said they would help me. The person I spoke to said he escalated the issue to another department and that they would get back to me. No one got back to me. Instead, my report was closed saying that Affirm does not report to any credit reporting agency. Well how does that help me cure this loan from XXXX and clear my name with Affirm for nonpayment? How can I be listed as delinquent by any company simply because they just won't provide me with the opportunity to resolve an issue and the seller doesn't seem to have any motivation to collect the money? I don't understand how this can be? How can MY ability to get funding on a major platform like XXXX be this impacted in this way? I am being denied for an issue that I didn't cause and I am not in any way trying to avoid paying this money. I'm perplexed rather, that I have had to chase people down to give them this {$58.00} they don't seem to want. 

Finally I called Affirm again on XX/XX/XXXX to explain how the last response I got doesn't resolve the issue and the person I spoke with told me this all happened because I did not call and make a payment. I was infuriated even more after all of the contact I had with Affirm to resolve the issue, at no point did any customer service person I spoke with ever give me the option to make the payment to them over the phone. Affirm 's own policy states that once the dispute has been started, any further payment MUST be made to the seller. I am filing a complaint because this is XXXX  XXXX  knowing the consumer will be punished for this and they will recover those funds by charging the loan off. I believe it is illegal to charge a loan off without ever having given the consumer an opportunity to repay said loan. Please help me. This just doesn't make any sense at all. This is exactly the kind of thing consumers need protection from. I have copies of all my correspondences. 

I have chosen to never purchase from XXXX XXXX XXXX again because of this. The case with Affirm is a bit different in that they are the only XXXX XXXX XXXX XXXX company that XXXX uses. Because of this issue with Affirm, I am unable to access XXXX on XXXX 's platform. With Affirm being so heavily integrated into so many major sellers this is equal to a denial of credit, service just as if it were on my credit report. If Affirm weren't so heavily integrated elsewhere, this would be much less of an issue where I could just simply choose another XXXX company.

Company response to consumer: Closed with explanation