Consumer complaint received 2023-03-24
Company: Affirm Holdings, Inc
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with additional add-on products or services

Complaint:
in regards to case this was closed and determined under false facts. Here is what was sent to me. 

" Thank you for the opportunity to respond to your Consumer Financial Protection Bureau complaint. Affirm has reviewed your complaint, which states you were shown a 30-day money back guarantee and canceled within this time, but the merchant is not honoring it. Affirm sees that loan XXXX was processed on XX/XX/2023, for a purchase with the merchant, XXXX XXXX XXXX , in the amount of {$940.00}. This loan has terms of 15.09 % Annual Percentage Rate ( APR ) and 12 monthly payments of {$21.00} due on the 15th of each month. We first heard from you on XX/XX/2023, when you submitted an inquiry through our Help Center form. We replied to your request and asked for further details on XX/XX/2023, and you sent us some evidence the same day. You called and spoke to one of Affirms agents on XX/XX/2023, and explained that when you had made your purchase there was a 30-day money back guarantee and that you had canceled with the merchant within 2 days, but it was hard to get in direct contact with the merchant. We requested further details from both you and the merchant the same day and also opened an official merchant dispute. We received further evidence from you and the merchant also replied with evidence on the XXXX. Once we had evidence from the merchant and you, we were able to come to a resolution and closed the dispute in merchant favor on XX/XX/2023. At the time of the investigation the merchant had provided evidence to show the purchase was non-refundable and the merchant is working within their policies. You provided further evidence the same day of the dispute closure and called in to discuss your dissatisfaction. The agent escalated your merchant dispute case to be looked at again. We received more evidence from you again on XX/XX/2023. On XX/XX/2023, you received a secure message from Affirm stating that, the 30-day trial ended on XX/XX/2023. Your evidence stated that you reached out for the refund in XXXX. The item was not canceled within 30 days per their policy. The purchase is also nonrefundable. Since they are operating within their policy, we resolved the dispute in favor of the merchant. The initial decision stands, you remain responsible for this loan. Affirm apologies that we know this was incorrect information provided to you and the agent replied to you the same day, apologizing for their misinformation. They corrected their previous communication by stating the course was purchased on XX/XX/2023. This course is an information product. Self-paced courses, hybrid programs, and recorded webinars are non-refundable as you now have full access to the courses. The purchase is nonrefundable. Since the merchant is operating within their policy, we resolved the dispute in favor of the merchant. The initial decision stands, and you remain responsible for this loan. On XX/XX/2023, Affirm has requested that the appropriate team review the claim again specifically focusing on the 30 day money back guarantee. On XX/XX/2023 we had the opportunity to review everything again and reached out to you via secure message. We found that once again the purchase reflects it is non-refundable. Additionally, the merchant had requested that you send proof that the product did not work and this was not received on their end to be able to use the 30 day money back guarantee. Please note, Affirm manages the financing of your purchase, and all refunds are subject to the policies of the merchant. Until the merchant refunds your loan, you are still responsible for repayment. In the event that you have any further questions, we encourage you to reach out to Affirm via https : //helpcenter.affirm.com/us/s/article/something-else. '' this statement is a lie " Additionally, the merchant had requested that you send proof that the product did not work and this was not received on their end to be able to use the 30 day money back guarantee. '' The merchant never contacted me or responded to my request for a refund so there was no way i could possibly show any evidence if not given a chance too.

Company response to consumer: Closed with explanation