Consumer complaint received 2021-06-08
Company: Affirm Holdings, Inc
State: SC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/XXXX, XXXX I attempted to purchase {$640.00} of items from XXXX and applied through their affirm credit card. I got approved and with interest the total loan would have been {$750.00}. XXXX XXXX XXXX XXXX I had requested the items be delivered on XX/XX/XXXX and they never came. I then called XXXX and they said they never received an order from Affirm and that it sometimes happens. I got on a three-way call XX/XX/XXXX with XXXX and Affirm, the XXXX rep told the affirm rep they never got an order number and that I received no items. The affirm rep said he would cancel the loan. I also cancelled the loan on my end from the affirm website. 
XX/XX/XXXX, XXXX I received an email stating my first payment was due to Affirm. I called them and they told me the loan was not cancelled and that I needed to open a dispute. The Affirm rep did that on XX/XX/XXXX. Dispute ref # is XXXX. 
On XX/XX/XXXX, I also had another three-way call between Affirm ( XXXX ) and XXXX XXXX XXXX XXXX XXXX  told the Affirm rep ( XXXX ) they don't have an order and I never received items, the Affirm rep told her to send me an email and for me to forward it to XXXX which I did that day. The email from XXXX stated that they don't have any orders from Affirm in the amount of {$640.00} and they never received an order for me from Affirm. I got an email from XXXX XXXX on affirms resolution team stating a dispute claim was opened and next steps. 
on XX/XX/XXXX I received an email from Affirm telling me to upload any documentation I had to prove this. I uploaded the email from XXXX XXXX for a second time in 24 hours. 
XX/XX/XXXX, XXXX I called Affirm and XXXX to follow up. I spoke with a XXXX XXXX at XXXX and she told me again there was no order from Affirm and she escalated this to their finance department for a call back. She sent me an email again stating no orders were received from Affirm to XXXX for me and I didn't receive any item. I forwarded that email from XXXX XXXX to XXXX. So now Affirm has received three emails from XXXX stating the same thing. 
XXXX 's finance department called me to follow up on XX/XX/XXXX. They told me they were trying to work it out with XXXX and didn't understand why it was taking so long. 
I then called Affirm again and they told me it was in dispute and I may owe on the loan even though I never received any items. 
I was told by Affirm I would have an answer to my resolution by XX/XX/XXXX. I called then they said XX/XX/XXXX and I called again today, XX/XX/XXXX. Still no resolution. 

I have called both XXXX and Affirm multiple times over the last 6 weeks. XXXX has been accommodating and great. Affirm has been horrible in resolving this issue. They don't have representatives who can help or get you information. There is no additional supervisors to talk to. They are difficult to get a hold of and frankly unprofessional as an organization, I would never recommend anyone using them for credit. 
There has been at least 6 phone calls and three emails and they still will not resolve it and cancel the loan. I am worried this will affect my credit even though Affirm is saying it wont until it is resolved. I do not trust them and their word. I want this complaint to be filed against Affirm not XXXX.

Company response to consumer: Closed with explanation