Consumer complaint received 2024-01-29
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Affirm Holdings, Inc (IN)

On XX/XX/XXXX, I filed a dispute with affirm regarding a purchase I had made for a product that I did not receive/delivered to wrong address. The company that I bought the item from and used affirm to pay the XXXX, would not refund me and told me to dispute with my bank, whatever was used to pay and that was affirm. I provided affirm with GPS tracking, postal office signature obtained that the company tried to say was mine, as well as the proof of print out from postal office and affirm ruled the dispute against me, favoring the company. I provided affirm customer service/resolutions team with more information regarding the information provided and received an email on XX/XX/XXXX saying my dispute was resolved and I am responsible. I reached out to customer service and customer service stated the dispute is in fact in dispute status and it was a system error. A week later on XX/XX/2024, I received another email saying the dispute is resolved, I am responsible, and to begin making payments on the loan on XX/XX/XXXX. I have expressed to multiple customer service reps that I DO NOT HAVE THIS PRODUCT so I should not be paying for an item that I do not have, which is why I disputed like the merchant stated to do. The only team I have been able to get into contact with is the customer service team, who has no idea what the status is and informed me the only way to contact the resolutions team is through email. I have emailed, emailed, called, and called with no response. Customer service stated I would receive a call in 3-5 business days, which I did not. I called again to let them know I have not received a response and was told that my request will be marked as urgent/priority. I have still YET to receive a call. I am often using this for purchases and have always made my payments on time. There response will be " I have not made my payment '' and as I told the customer service representative I will not be making a payment until someone reaches out and take my dispute serious. I have made a purchase over {$1000.00} before and paid it off with no issues because I received the item. I am unable to locate this item which is why I filed a dispute and Affirm is money hungry and wants me to pay for something I did not receive but can't do their due diligence and contact me back like I have been requesting. I am also curious to see how a dispute can be handled in 4 business days when most companies take 30+ days to handle disputes. I work very hard for my money and would like for someone to contact me and work on my dispute. it is outrageous I am expected to pay for something I don't have. I provided affirm everything that should've been needed for the dispute to be in my favor. I understand a multi billon dollar company wouldn't want to refund the purchase of XXXX. I have no problem paying on purchases I actually purchased. However, in this case. I did not receive. Also to note, after I spoke with all of these customer service reps, affirm removed my affirm card from my apple wallet, which I believe is because I am constantly reaching out demanding to speak with someone. I am a single hard working woman that won't allow for greedy companies to play with my money.