Consumer complaint received 2023-11-02
Company: Affirm Holdings, Inc
State: CA
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
On XX/XX/XXXX I filed a dispute with Affirm for the loan they issued me and asked them to cancel the loan due to non-receipt of the retail merchandise for which they paid the merchant XXXX XXXX and issued me the loan back in XX/XX/XXXX. I had already began making repayments to Affirm for the item since XXXX and had not received my item from the merchant. I was not offered a refund from the merchant XXXX XXXX, nor a way to cancel the order. In fact, prior to my knowledge, the merchant XXXX XXXX had outstanding complaints of being scammers and not shipping items for which customers had paid upwards of hundreds and thousands of dollars. The merchant has a " no cancellation, refund, and no return policy ''. Affirm informed me that because their merchant XXXX XXXX had a no refund or cancellation policy, regardless of not shipping the item, they would not honor the dispute or cancel my loan; and I would have to pursue litigation directly with XXXX XXXX after repaying the loan for unreceived merchandise. I then contacted the merchant and was informed that they have a policy that if you file a claim with the bank for unreceived merchandise, they will invoice you the bill and send it to collections. I had been scammed for {$260.00} and Affirm refused to help me and was requiring I repay a loan for an item I never received. I went ahead and made all of the remaining payments to Affirm -- finishing my last payment in XX/XX/XXXX. I received an email confirmation that my loan was paid off after the last debit was made from my bank account. Upon speaking with a XXXX XXXX XXXXXXXX representative and fraud specialist, I was advised in XX/XX/XXXX that there were laws to protect me and that what Affirm had done was illegal. I was informed to and went ahead to file a claim with my bank and provide different forms of documentation and proof that I never received my item and was never given the option to cancel or be refunded. After a two month investigation was completed by XXXX XXXX XXXXXXXX, the claim was resolved in my favor and a chargeback was initiated with Affirm, and I had reopened my dispute. According to Affirm, in XX/XX/XXXX when the chargeback was initiated by XXXX XXXX XXXXXXXX, their system automatically processed the chargeback and updated my repaid loan status to " unpaid and delinquent '' all the way back to XX/XX/XXXX. This overrode my having paid it off initially back in XX/XX/XXXX. Affirm sent me one email and then proceeded to " charge off '' my loan and send it to collections on XX/XX/XXXX. I have the XXXX XXXX XXXXXXXX claim resolutions and proof of emails from the manager at XXXX XXXX stating that he would be unable to provide me with my custom item due to my fault, thus he would not issue a refund or cancel the order so that Affirm could cancel the loan. The chargeoff is now on my credit report, showing the loan delinquent as of earlier this year -- which is all inaccurate information. I offered bank statements showing I made initial payments. And I kept pushing I am a victim of retail fraud.

Company response to consumer: Closed with explanation