Consumer complaint received 2023-09-27
Company: Affirm Holdings, Inc
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I purchased a handmade ceramic incense holder from XXXX XXXX through their website. The payment was processed by XXXX Affirm, in 4 payments of {$87.00} for a total of {$350.00}. The ceramic piece was marked as delivered by USPS but never arrived. I contacted USPS, XXXX XXXX, XXXX Affirm, and my bank account to try and resolve the issue. USPS provided me a letter saying that XXXX XXXX was financially liable for not properly insuring the package at its correct value, so they couldn't refund me or her. I discussed the matter with the merchant to try and come up with a resolution ( i.e. remake it, refund it, etc. ) and the merchant stopped responding to my emails. When they stopped responding to my emails I reached out to XXXX Affirm to file a dispute. They took months to get back to me and eventually ruled in favor of XXXX XXXX. However, they did not clearly notify me of this and are threatening to send me to collections for the payment by XX/XX/XXXX. While I was waiting for response from them I contacted XXXXXXXX XXXX, the credit card company I used to pay for the item, and they issued a provisional credit for the first two payment installments. And a chargeback for the second two payments. 

Below is a complete timeline of the matter : - XX/XX/XXXX  purchased the ceramic piece through XXXX Affirm on XXXX XXXXXXXX  Website - XX/XX/XXXX  first payment installment of {$87.00} was processed by XXXXXXXX XXXX - XX/XX/ ceramic was shipped to the correct address - XX/XX/XXXX  ceramic was marked as delivered by USPS but not received - XX/XX/XXXX  I reached out to XXXX  about not receiving the package despite being marked as delivered - XX/XX/XXXX  went to USPS and spoke with a representative there who could not locate the item. They provided me with a document stating that the item was not insured properly and the seller was financially responsible. I forwarded this information to XXXX  - XX/XX/XXXX  I sent out a follow up email because I did not receive a response from XXXX - XX/XX/XXXX  seller responds stating their shop policy is that they are not liable for a product once the shipment leaves their hands - XXXX XXXX correspondence with the merchant trying to work out a resolution - XX/XX/ second payment installment of {$87.00} process by XXXX XXXX - XX/XX/XXXX  I sent a follow up email because I didnt receive a response - XX/XX/XXXX   I sent a follow up email because I didnt receive a response - XX/XX/XXXX  contacted XXXX Affirm to file a dispute and received a claim ID. 
- XX/XX/XXXX  I sent XXXX Affirm supporting documentation via email - XXXX XXXX XXXX XXXX I called XXXX Affirm 3 times to try and resolve the issue. 
- XX/XX/XXXX  third payment installment of {$87.00} was processed by XXXX XXXX  - XX/XX/ XXXX from XXXX sent a secure message asking for even more supporting documentationof which there were absurd requests including Proof that the merchandise was not received at the agreed location and Correspondence showing shipment was delayed or canceled - XX/XX/XXXX fourth payment installment of {$87.00} was processed by XXXX XXXX  - XX/XX/XXXX I contacted XXXX XXXX to file a dispute after not being able to resolve with merchant or XXXX  Affirm - XX/XX/XXXX  XXXX XXXX issued 2 credit adjustment cardholder dispute payments back to my account each for {$87.00} and another 2 Provisional credit from affirm each for {$87.00}. XXXX XXXX confirmed the provisional credits were final. 
- XX/XX/ XXXX emailed saying they ruled in favor of the merchant and that I have an outstanding amount of {$87.00} from the XX/XX/XXXX payment I made - XX/XX/XXXX XXXX XXXX has threatened to send me to collections for the overdue payment

Company response to consumer: Closed with explanation