Consumer complaint received 2021-04-19
Company: Affirm Holdings, Inc
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I ordered a XXXX XXXX through XXXX  at a significantly inflated cost on XX/XX/21 ( order # XXXX ). On XX/XX/21 it was reported " delivered '' by XXXX  at XXXX ( tracking # XXXX XXXX. My family was out front at the time of the reported delivery, as were my neighbors, no sign of a XXXX  truck ; XXXX did not opt to require a signature. I reported this to XXXX, XXXX and XXXX that day ( 2 deliveries from 2 different retailers were never delivered ). XXXX has no customer contact phone #, only chat and email support. XXXX investigated and multiple reps have explained the package was likely " misdelivered '' and that it has been escalated to " Security ''. I have informed XXXX  of all this since XX/XX/21 and to date, they have refused to file a lost package claim. I took out a loan through Affirm for the XXXX I ordered ( among XXXX 's payment options on their site ) ; they claim if a lost package claim is not completed by the retailer I may not receive a refund, and that it is entirely up to the retailer. I filed a police report on or about XX/XX/21 with my local XXXX Police dept. ( report # XXXX, XXXX, https : //XXXX, XXXX ) as this was requested by XXXX  " in order to file a claim ''. The officer came to my home and took my information and advised he could not provide a copy of the police report itself as no police dept can do that without a subpeona. I have since informed XXXX of this on several occasions, and they have repeatedly ( through email and chat ) advised they can not start a claim. Later the officer reported to me he had checked with several of my neighbors with cameras on my street and there was no sign of the XXXX  delivery vehicle at or near the time of the reported delivery. I have informed all parties of this several times. XXXX  almost immediately filed a lost package claim and even shipped me a replacement. I have talked numerous times with helpful folks at XXXX, at the local terminal, in their ground trace dept., and with corporate customer service. Almost all have advised to have the retailer file a lost package claim, and several have shared they acknowledge the package was " likely misdelivered ''. XXXX at this point has repeatedly requested a copy of the police report I have repeatedly advised I can not provide ( due to the police restriction ), but I have provided them all the details I have and they refuse to act to file a lost package claim. This seems to be a tactic to negate responsibility. As such, I am still on the hook for a substantial loan for an item I have not received. XXXX has no reasonable means to contact them and repeatedly shuffles the same responses despite my pleas. Affirm likewise is content to negate any responsibility by making the decision as to the outcome of my claim/dispute solely up to a retailer that deals in elicit goods gathered via a network of scalpers that is unwilling, entirely, to simply submit a lost package claim for a customer when the item was so clearly stolen.

Company response to consumer: Closed with explanation