Consumer complaint received 2021-09-28
Company: Affirm Holdings, Inc
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On or about XX/XX/XXXX, I contacted Affirm, Inc. online related to an online purchase from XXXX to request a dispute of the charges be initiated due to damaged good received and complete lack of resolution ultimately supplied by the distributor and manufacturer of the XXXX purchased. 

Aware of the buy-now-pay-later 's dispute policy 's limitations and deadlines to submit, I provided Affirm emails dating back to the very day of delivery which continuously acknowledged my issues with the damaged goods received and reassured me a solution was being developed. Though convinced by the distributor and manufacturer to avoid opening a dispute amid reassurances they would resolve the quality issues raised, I ultimately became weary of broken promises and lack of resolution, so I submitted an online dispute request to Affirm , Inc . 

As evidenced in emails attached hereto, the responding Affirm representative, XXXX, stated IF a dispute were opened I would receive confirmation and provided certain actions I would and would not be able to take as a result. The response specifically states I will not be able to make payments during the dispute process and goes on to provide refund and payments details upon resolution of the case. Prompted by my request for an update on XX/XX/2021, I finally received an update from an another Affirm representative, XXXX, on XX/XX/2021 confirming the dispute being opened, reiterating Affirm 's limited ability to influence the decision of the merchant related to my " courtesy dispute '', further reference to my " dispute '' on at least two occasions, and assures me they will provide an update when one is available. 

Having received nothing in terms of an update more than three weeks later on XX/XX/2021, I reached out yet again for an update and requested guidance on how to handle upcoming payments as I was receiving texts and reminders to make payment contrary to information I was initially provided I should and would not be able to do so. Following a long period of silence once again, I received an email from yet another Affirm representative, XXXX, on XX/XX/2021, in which he informs me the results of the " dispute '' were not found to be in my favor as a result of " inconclusive response '' from merchant. I immediately responded to XXXX 's email and shared my extreme disappointment with the handling of my issues by all parties involved. I also reminded XXXX of Affirm 's direction regarding payments during the dispute process and requested the negative updates to my credit bureau placed there despite their direction not to make payment be immediately removed from my credit bureau. XXXX replied on XX/XX/2021, and for the first time abandons use of the term " dispute '' and refers to my request and Affirm 's subsequent work as an " investigation. '' Affirm 's decision to suddenly re-categorize the description of the request they agreed to open on my behalf, be it a courtesy or some other form of dispute, was a dispute. This dispute was acknowledged and repeatedly referred to as such by every Affirm representative involved with my request. 

Though I have since educated myself on the harsh realities, predatory nature of these buy-now-pay-later schemes, and little to no regulation thus far since these products entered the market, I am enraged and in total disbelief that they somehow feel they are able to blatantly infringe on my rights protected by the FCRA related to accurate reporting and effective investigation into inaccurate information supplied to credit reporting agencies. 

I respectfully submit this formal complaint against Affirm , Inc. for violations of the FCRA related to the requirement they provide accurate information and investigate inaccurate reporting to the credit reporting agencies, as required by law. Furthermore, I demand the negative reporting to all credit reporting agencies related to my dispute request be removed immediately. I have been turned down multiple times recently for credit due to the very significant drop in credit score resulting from this inaccurate reporting provided by Affirm. And finally, clearly unable to regulate themselves, I sincerely hope better government oversight and regulation is forthcoming to force fair lending practices on these firms who have clearly set out to circumvent current regulations by changing one or more simple terms of financing to do so. 

With regards, Negatively Impacted Consumer

Company response to consumer: Closed with explanation