Consumer complaint received 2023-05-05
Company: Affirm Holdings, Inc
State: RI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
This is to highlight the correspondence for the claim for a missing shipment ( non-delivery of goods ) that I had initiated with the courier ( XXXX ) for the XXXX set that I had ordered from XXXX and originally requested the loan from Affirm to pay for, with payments being scheduled in installaments. 

There is additional correspondence w/ Affirm that can be provided upon request, along with my LiveChat transcript to confirm the non-delivery of goods with XXXX - only the company FAQ page was provided, and the Return Policy, which XXXX claimed that this inquiry fell outside of. 

When I reached out to XXXX originally on XX/XX/2022, they had provided a window for delivery between XX/XX/XXXX which happened to fall on a Saturday ( XX/XX/2022 ). When it was confirmed to me that the package was delivered to the incorrect location on XX/XX/2022 ( they would attempt to recover the package, which failed ), I was informed that I should reach out to the vendor or shipper. However, the XXXX team for XX/XX/XXXXwas unavailable on Saturday. When I initiated the claim with Affirm to dispute the loan and begin the investigation to confirm delivery with XX/XX/XXXXon the following Monday, XX/XX/2022, they had failed to update the claim until the FOLLOWING Monday, XX/XX/2022. At this point, XXXX has and will only provide the Confirmation of Delivery page attached which provides a link to the XXXX XXXX tracking page. Upon additional confirmation, the provided document ( attached ) only shows Delivery to Service Area XXXX, MA without any signature provided. It has been confirmed on this XXXX tracking # XXXX & XXXX Claim Reference Number XXXX that the package has been lost/stolen in transit. However, they confirmed an inquiry into either of these provided reference numbers by the vendor or shipper would be required to further process a refund ( on the loan to Affirm ) by the courier due to the package being lost/stolen in transit ( indicated on the provided correspondence w/ XXXX attached ) XXXX 

This claim was never followed up on, nor was it properly investigated by Affirm or XXXX. The provider for the goods, XXXX, did not provide an adequate response to the initial investigation by Affirm, and after numerous follow-ups with both companies since XX/XX/2022, I have formally filed complaints against both companies with the XXXX XXXX XXXX and I have contacted the local Consumer Protection Bureau through the RI Attorney General 's office for additional guidance. I am currently investigating this further with assistance from XXXX XXXX, as Affirm is now reporting a delinquent payment for the existing loan on these goods to XXXX on behalf of the creditor. 

I do not understand how an individual is held liable for payments on goods/services that were never rendered, and how the investigation and claim on my end hold no weight in the formal outcome for the numerous disputes I have filed over the past 6 months. 



When I was able to get in touch with a XXXX customer service representative the following week on XX/XX/2022 via Live Chat, they provided the FAQ links for the company and refused to provide an email for me to have been able to formally report a missing shipment within a reasonable timeframe. 

I did reach out to XXXX on XXXX, XXXX - XXXX, XXXX via Live Chat the only available way to contact a representative - however, there is only an automated chat response outside of their regular business hours that does not provide an email or follow up correspondence to confirm with a live representative after the fact, so I had waited for the formal dispute with Affirm to upload in their system to highlight the dispute with the payment ( loan ) processor and claim with XXXX. 

To date, they hold that they are within their return policy and have only provide the Confirmation of Delivery page attached with the link to the provided XXXX documents, without acknowledging or investigating the additional response from XXXX that had been initiated via my intial call to check on the status of the shipment on XX/XX/2022.

Company response to consumer: Closed with explanation