Consumer complaint received 2023-03-16
Company: Affirm Holdings, Inc
State: CO
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
Loan ID : XXXX NEVER RECEIVED ITEM I placed 2 orders an XXXX XXXX XXXX ( {$670.00} ) and XXXX  XXXX  XXXX {$59.00} ) for {$790.00} total after-tax through XXXX with Affirm on XX/XX/2022 they said I would have to sign the package but the shipping company XXXX  left the box on my front porch with no signature and nobody was home. After getting the alert, I ran home and found my package was missing. I immediately reached out to XXXX to see what happened. They said it was delivered and to reach out to the shipper to verify. After I opened a ticket and talked to ontrac customer service they said that the package was scanned at my location but confirmed it was not signed for as it was stated. After that, I reached out to XXXX with the evidence and they said that if I paid for it myself they would give me a refund right away. But since it's with Affrim I would have to reach out to them directly. I reached out and provided the information to Affirm and they told me to just wait to see if it ships. A couple of days later part 2 of my order was shipped with XXXX ( the XXXX XXXX ) when it shipped I immediately let them know I received part 2 of my order but am still missing part 1. I then followed up on the order a couple of days later to say I'm still missing it and they responded by saying the item was delivered and showed me the tracking number of the XXXX package which was just the apple pen priced at under XXXX XXXX I argued I am still missing my XXXX with no luck, I was stuck in a loop with Customer service with everyone saying that I got my order until I escalated it twice to a manager so I could speak with someone not just chat. Every time I escalated it to a manager they agreed with me that I shouldn't have to pay for the item I never received. I don't mind paying for the XXXX XXXX but I would have rather returned it since I never received my XXXX ( main item in order ). A couple of days after escalating the issue I would get told the item was shipped and get provided the same FedEx tracking number again as if they had no idea the 2 items in my package were sent with 2 separate companies and after 3 months of the same loop they sent it to a collection agency. I am in the process of disputing with them too this whole process has been very anti-consumer. My credit is taking a hit and they are expecting me to pay XXXX $ + for an XXXX I never received. After submitting to cfpb ( # XXXX ) they are stating I should reach out to the shipper again for resolution almost a year later which they know is impossible. Submitted a complaint to XXXX and Colorado Attorney General XXXX XXXX as well. 

In accordance with the Fair Credit Reporting act. Affirm has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.

15 U.S.C 1681 section 602 A. States I have the right to privacy.

15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.

15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.

Company response to consumer: Closed with explanation