Consumer complaint received 2023-11-02
Company: Affirm Holdings, Inc
State: NV
Product: Debt collection
Sub-product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
I am writing to express my utmost dissatisfaction with the handling of my case regarding an undelivered package financed through Affirm. I am disappointed with the lack of assistance and the threat of reporting delinquency for a payment that I should not be responsible for due to non-receipt of the package. 

I made a purchase from XXXX, which was financed through Affirm. The package never arrived at my address. Since then, I have been trying to resolve this issue with both XXXX and Affirm, but I have not received the necessary support or resolution. 

I have taken the following steps to address the matter : XXXX. Contacted XXXX : I reached out to XXXX 's customer service department on multiple occasions, explaining that I did not receive the package. They advised me to contact Affirm for assistance regarding the payment. 

XXXX. Contacted Affirm : I promptly contacted Affirm 's customer support and initiated a case regarding the undelivered package. I provided all the necessary details, including order information and tracking numbers. However, despite my efforts, the case remains unresolved, and I have not received any updates or assistance from Affirm. 

It is deeply concerning that my account is now nearing 45 days past due, and I have received a notice threatening delinquency reporting if the outstanding payment is not resolved. I want to reiterate that I should not be held responsible for a payment related to a package that I did not receive. 

I kindly request that you take immediate action to rectify this situation and provide a satisfactory resolution. Specifically, I expect the following : XXXX. Investigation and resolution of the undelivered package : I urge you to thoroughly investigate the matter with XXXX to verify the non-delivery of the package. It is essential to resolve this issue promptly and ensure that I am not held accountable for a product that was never received. 

XXXX. XXXX communication and updates : I expect regular and timely updates on the progress of my case. It is crucial to keep me informed of any developments or actions taken to resolve the issue. 

XXXX. Removal of delinquency threat : I request that the threat of reporting delinquency be immediately retracted, as it is unjust and unwarranted given the circumstances. I should not be penalized for a payment related to an undelivered package. 

I trust that you understand the urgency and frustration associated with this matter. I have been a loyal customer of Affirm for [ duration ], and this experience has significantly tarnished my perception of your company. I believe in fair and ethical business practices, and I expect Affirm to uphold these values by providing the necessary support and resolving this issue promptly. 

If this matter remains unresolved or if I do not receive a satisfactory response within [ reasonable timeframe ], I will be forced to escalate the complaint further, which may include disputing the charge with my bank and seeking legal advice. 

I have attached copies of relevant documentation, including order confirmation, tracking information, and previous communication with both XXXX and Affirm, for your reference. 

Affirm will wait 90 days without opening the claim to later on informs that after 90 days they cant do anything to assist.

Company response to consumer: Closed with explanation