Consumer complaint received 2024-09-26
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: Affirm Holdings, Inc (NH)

I placed an order with XXXX for a swing set when the site said it came back in stock for {$5900.00} through affirm with a total of {$7500.00} expected to be paid after intereston on XX/XX/XXXX XXXX XXXX We then ran into complications with the order being available, so I emailed XXXX XXXX on XX/XX/XXXX asking for an update, they said in the next week even though the list of availability dates they sent said should of been ready the XXXX. I get an email from them their computer sytem saying on the XXXX saying its backordered till the XXXX. The XXXX it " ships ''. I let a few days go by and on the XXXX I send an email asking of the shipping number is correct because no info shows up, they assure it is and to give it a few more day and of there still nothing check again. I miss understood what she told me and and on XX/XX/XXXX I called XXXX XXXX the shipping company and they have no record of anything to my area or pickup to bring to my area through tracking number, last name or zip code. At this point I'm feeling a little a little uneasy as I have already started making payments with no progress on getting my product so I ask for clarity on where the swing set is and if it hasn't shipped to cancel the order. They blame it in the XXXX XXXX XXXX week getting back logged even though it apparently shipped a week before. They issue a full refund on XX/XX/XXXX but never shows up on affirm. So I contact affirm on XX/XX/XXXX and they say they have nothing, need proof. I send them the screenshot of the representative saying when it was refunded, there point of sale system saying it was refunded and there web site customer portal where it said refunded on the XXXX. They send a message saying they received it you'll here back in XXXX business days. XXXX come around and I try to follow up, and nothing, follow up on the XX/XX/XXXX asking why I don't have a refund yet after a month. They reply on the XX/XX/XXXX saying we got your message you'll hear back in XXXX days. So I send a message on the XX/XX/XXXX and nothing, again in the XXXX. I called on XXXX to talk to someone about getting through this and they said I needed to have XXXX resend the refund because it doesnt show up..i kindly asked if i could get an email or message from affirm asking for them to resend it, they said of course but never did..i messaged XXXX  anyway ans she responded on XXXX apologizing but explaining that once the system process a refund we cant resend another, please give affirm my number so i can forward them to our manager.so i do and on XX/XX/XXXX all i get is the same XXXX day reply message back. Now I'm getting frustrated because even when or if I get my refund I don't get any interest on payments I should have to make to begin with. On XX/XX/XXXX I send I message explaining I'm at my end and i will take it to the next step and get some legal help. They never reply or get me my money back. I ask XXXXa on XX/XX/XXXX if they heard from affirm On XX/XX/XXXX ger a no so I send a message to there live help service explaining that this is ridiculous and I'm giving you XXXX hours before I go to consumer financial protection or further legally if I have to and they said they forwarded it to the right departmentbut i never heard back so here i am. On XX/XX/XXXX before XXXX  was working with me I open a dispute with affirm again XXXX and and that's all they want to go back to saying there a dispute open, but there not I couldn't stop it when they issued a refund but affirm sided with the merchant on XX/XX/XXXX and that's when this whole refund fiasco started. The only dispute I have is with affirm because I have sent them all the evidence from XXXX on my end and if they really haven't received it I believe that should be between their merchant and themselves and I should have my money back. Please help me!