Consumer complaint received 2024-07-02
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 (MA)

Dear Affirm and XXXX I hope this email finds you well. I am writing to express my deep dissatisfaction and frustration regarding the ongoing refund issue I have been facing with XXXX and your company Affirm. I contacted your ( Affirm ) customer service representative, XXXX, on XX/XX/XXXX to inquire about the status of my refund, and I am extremely disappointed with the response I received. 
During our conversation, XXXX informed me that the refund has not been issued by XXXX, and there is no confirmation of such refund from XXXX to Affirm. Furthermore, I was informed that my case would be escalated to the higher-ups in the company, but no specific team or individual was provided for me to contact or follow up with. This lack of transparency and accountability is highly concerning. 
XXXX mentioned that it has been more than 60 days since the initial request for a refund, which supposedly triggered the escalation. She advised me to raise another dispute with XXXX. However, when I inquired about replying to the emails from both myself and XXXX, XXXX was unable to provide a clear answer. She mentioned that she had made notes about our conversation but declined to address this specific aspect of the issue, claiming she had no information regarding it. 
To make matters worse, when I asked the Affirm agent about previous calls I made regarding this matter, I was met with excuses about the calls being dropped after I had explained the situation. This lack of accountability and communication is completely unacceptable. 
Subject : Urgent Request for Timely Email Response Dear [ Customer Service ], I am writing to request that you ensure a prompt and timely response to my email regarding the ongoing refund issue I am facing with XXXX. As mentioned in my previous email, I have experienced a lack of communication and accountability in this matter, and I hope that this time I will receive a reply from Affirm. 
Given the urgency and importance of this issue, I kindly ask that you prioritize my email and provide me with a thorough and satisfactory response as soon as possible. It is crucial for me to have clear information and updates regarding the status of my refund and the steps being taken to resolve this matter. 
I understand that you may be dealing with a high volume of inquiries, but I urge you to prioritize this request and ensure that it does not go unanswered. I sincerely hope that you will take this matter seriously and provide the level of customer service that I expect and deserve. 
I must emphasize that if this issue is not resolved within the next several weeks and I do not receive a satisfactory response from either Affirm or XXXX, I will be left with no choice but to escalate this matter further by involving my lawyer. I believe it is essential to determine which company is responsible for declining to refund my claim and take appropriate legal action to rectify this situation. 
I trust that you will take this matter seriously and provide me with a prompt and satisfactory resolution. I look forward to your immediate attention to this matter and a favorable outcome. 
Thank you for your understanding and cooperation. 
Yours sincerely, XXXX XXXX XXXX Thank you for contacting us. We can that whole refund was of process already therefore Affirm has been notified of it. Your refund has been handed over to our XXXX party company. 

Sincerely, XXXX XXXX XXXX XXXX On Sat, XX/XX/year> at XXXX PM