Consumer complaint received 2024-06-22
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc (NV)

XXXX Complaint against www.Affirm.com my customer service was handled by : XXXX XXXX of Affirm Issue : I received a refund of XXXX on a loan that was purchased. Company received a credit from merchant XXXX in the amount of XXXX, which the company is obfuscating and incorrectly posting the loan amount. The loan amount should be XXXX not XXXX. XXXX XXXX the person who handled the dispute on the balance sounds like he doesn't understand XXXX or something as I provided to him a written affidavit from XXXX about the refund and the purchase amount. When I asked to speak to his supervisor he refused to provide an chain of command escalation. 

Company started sending me SMS messages telling me my loan payment was past due. Which is essentially a dunning notice or collection letter. Per the customer agreement if a loan has a dispute I'm not even required to make a payment until it has been resolved. Contract non performance. Intimidation and harassment if you are in possession of the evidence that the loan amount is incorrect. 

This is a very very simple issue which this customer service person failed on. I am very very unhappy that this needs to become a public record due to the company Affirm having the wrong people doing customer service who can not speak XXXX, or TILA, Regulation Z, FDCPA, etc. 

I feel the company is committing a wire fraud by taking a XXXX credit from XXXX and not posting it properly in a timely fashion. If this happens once to me, can you only imagine how many other consumers could be subject to this same inferior customer service and harassment and attacks from these Affirm Employees. 

This needs to be made public to warn other consumers about the potential for harm. 
If you see below here : XXXX XXXX was not reading and writing in XXXX and was scripting heavily as the attached information that was provided to him indicates from XXXX a XXXX credit was applied. 


XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX XXXX  Hello XXXX, XXXX here from the Affirm Resolutions Team . I wanted to follow up with you in regards to your XXXX XXXX XXXX XXXX XXXX purchase, loan XXXX. I have some additional context to provide on this loan. 



I do apologize for the inconvenience this situation has caused. After looking into your account, it appears that your dispute for this loan has already been closed in favor of XXXX XXXX XXXX XXXX XXXX as no evidence was received proving that they are not working within their policy. Please note that all dispute decisions are final and a dispute can not be reopened for the same loan. 



Please keep in mind that Affirm manages the financing of your purchase. As such, we must adhere to all refund, return and cancellation policies of the merchant. You are still responsible for making all remaining payments on this loan unless a full refund is issued by the merchant. Loan payment details can be reviewed by logging into your Affirm account. We encourage you to reach out to the merchant to inquire further about any refunds you may be due. 



If you have any questions or concerns, please contact us through the Affirm Help Center at affirm.com/help or call us at XXXX between the hours of XXXX XXXX  and XXXXXXXX XXXX. CT seven days a week. 



Best regards, XXXX XXXX. 

Affirm Resolutions Team Helpcenter.affirm.com In addition to this the company has been having some website glitches as you will see in the attachments so if I want to Pay ahead on my loans I will not allow me. That is a XXXX and a type of deception that is probably employed to attempt to collect more interest when the consumer can pay off the loan more quickly. 

I've done business with Affirm alot and previously did not have alot of problems. Generally when you notify the company of a return the credit is posted and processed properly and no follow up is needed. 

I really felt the harassing text messages and failures to check the card on the loan to be insulting as I worked at a bank. You can see in the system if a card has a transaction attempt, approval, failure, credit etc. 

Due to the volume of business that your company does with XXXX I feel it is a customer service fail that this is not already resolved.