Consumer complaint received 2022-11-20
Company: Affirm Holdings, Inc
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
On XX/XX/XXXX I purchased a bed and desk from XXXX and used Affirm as my payment method. At that time, the total order amount was {$1600.00}. Due to supply chain and delivery issues, the delivery dates for both items continued to get pushed out. Because of this, I contacted XXXX XXXX via email to cancel the desk on XXXX XXXX XXXX After not receiving a confirmation for this cancellation, I contacted XXXX XXXX again On XXXX XXXX XXXX  and the desk cancellation was processed and confirmed. 

I continued to wait for the bed, but the delivery date continued to get pushed out. On XX/XX/XXXX I emailed XXXX XXXX customer service to finally cancel the bed because it was taking too long. I was told this would need to be a " dock return '' and would be processed as a return and refund when the bed would be ready to ship. 

During this whole time, my loan from Affirm was showing up as " Merchant Processing '' in my account. 

Then on XX/XX/XXXX I got an email from XXXX XXXX confirming payment for the bed. On XX/XX/XXXX around XXXX PT I called XXXX XXXX customer service and a rep was able to resolve the issue. I was told they would need to process the order for the bed and then mark it as a return and refund. I got a confirmation email from XXXX XXXX later that day at XXXX PT showing the order was processed for the total amount of {$1100.00} which is the amount for just the bed since the desk was cancelled back on XXXX XXXX XXXX That same day at XXXX PT, I got a loan confirmation email from Affirm for a loan amount of {$1600.00}. That amount is incorrect because the amount XXXX XXXX processed with Affirm was only {$1100.00}. At this same time, I got a separate email from Affirm that XXXX XXXX applied a refund of {$1100.00} to my loan. My Affirm account now shows a remaining balance of {$490.00} because Affirm processed the incorrect total amount for the loan. 

Since then, I've contacted both XXXX XXXX and Affirm SEVERAL times via phone and email to get this resolved, and wanted to get it resolved before a payment was due on XXXX XXXX XXXX XXXX XXXX has continued to confirm that the desk was cancelled and states I was never charged for it because I cancelled it before getting invoiced for the item. I've told this to Affirm SEVERAL times and sent documentation as evidence of the cancellation and no charge. I've also sent Affirm documentation of the total order amount XXXX XXXX processed ( {$1100.00} ) to show that Affirm processed a loan for the incorrect amount. I even emailed them again today ( XX/XX/XXXX ) to re-send all the evidence showing I do not owe XXXX XXXX anything for the order. 

After spending hours on the phone with both XXXX XXXX and Affirm on XX/XX/XXXX, Affirm told me a new dispute would be opened and escalated to a " higher department '', and I should get an update in 3-5 business days. I followed up with Affirm via email on XX/XX/XXXX after not hearing from them. They said it was still under review. 

I then got an email from Affirm today ( XX/XX/XXXX ) saying they never received a cancellation or refund from the merchant and told me to contact the merchant directly to resolve. I replied to that email will several pieces of evidence showing the cancellation of the desk and not being charged for the desk, full refund for the bed, and {$0.00} pending charges for the XXXX XXXX order. 

I should not have to pay this remaining balance on XXXX XXXX XXXX since Affirm failed to process and issue me the correct loan amount when XXXX XXXX processed the order on XXXX XXXX XXXX. Despite SEVERAL attempts between XX/XX/XXXX and today XX/XX/XXXX to resolve this with Affirm and sending clear evidence of the discrepancy between total order amount processed and total loan amount processed, AND {$0.00} pending charges with XXXX XXXX, I've gotten nowhere and they tell me I still owe {$490.00}.

Company response to consumer: Closed with explanation