Consumer complaint received 2021-09-16
Company: Affirm Holdings, Inc
State: OR
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
XXXX XXXX XXXX I placed an order in XX/XX/2020 for two separate custom-made couches to XXXX XXXX XXXX I paid through my good standing affirm account with a perfect record. The order did not move forward by XXXX XXXX until end of XXXX and on XXXX the loan went onto my affirm account for both couches, though the confirmation email was showing the larger 3, + item on backorder. XXXX XXXX charged Affirm for only the {$2100.00} couch around the beginning of the year and I began the $ XXXX payments for both couches plus interest from the beginning of the loan because Affirm had included the full amount for both couches plus interest into the loan and payments. I got another ETA, further delayed for one couch and got the one couch months delayed around XXXX or XXXX. Ive paid off for the couch I received plus an excess of over {$1000.00}, not including interest or the fact that the delivery fee was for both couches, not just one. I called XXXX XXXX and Affirm regarding this in XXXX and after XXXX XXXX saying the fabric vendor was not confirming availability of fabric to make the couch. Affirm was notified and said to call back and dispute with management if they were not going to provide another XXXX or confirm production of the couch. I asked for an adjustment on my account for payments for time to get confirmation the couch was still available. Affirm gave me a delayed new payment date. I called XXXX XXXX countless times and hours hold time each time. Each time the new rep would see it was inquired about and noted in the system, yet each time there was no XXXX provided or confirmation of order production. There was no response from the vendor according to XXXX XXXX each time I called. They kept telling me to call back and check later and lead me on that they would follow up, escalate or get management to handle it they never did. 
Two letters I have from XXXX XXXX Management and Accounting show the item production was cancelled at some point as product unavailable. They show that Affirm was never charged the $ # XXXX for the second couch. 
Affirm has ignored my communications and the letters from XXXX XXXX and I have had to resend to them more that 5 times, getting a confirmation email that the item was disputed and a refund would be issued in 5-7 days. I kept calling back and they kept elevating to dispute department over and over each time, never moving it forward. Over the last few months I have had collections calls, texts, emails and notices of delinquent payment, after each rep said I should be getting a refund of the over {$1000.00} I paid toward the second couch that was never produced, shipped or delivered. 
They have now reported delinquency to the credit bureaus and ruined my credit a crash of XXXX points. I have attached numerous supportive emails, verifying evidence that my statements are true and correct. 
I demand {$5000.00} from Affirm for their crime and harassment and damage due to their fraud. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation