Consumer complaint received 2026-03-08 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: Affirm Holdings, Inc
State: TX

Complaint narrative:
On XX/XX/XXXX we financed a couch from Star Furniture in the amount of {$4700.00}. The financing terms were XXXX % interest for XXXX months. At the time of purchase, I logged into the companys online XXXX XXXX and selected the very first option listed, On Due Date. Because this was the first option presented and appeared to be the standard or recommended setting, I reasonably understood that payments would automatically be drafted on each monthly due date. I scheduled the automatic payments of {$220.00} per month. This amount exceeded the minimum payment due, and based on the promotional term, I calculated that the balance would be paid in full by XX/XX/XXXX. On XX/XX/XXXX, I received an email stating that a payment was due on. This caused confusion because I believed the promotional balance would already have been paid off through my automatic payments. I logged into my account to review the payment history and discovered that the Auto-Pay system had skipped payments every third month. At no point did I receive any notification - either by email or mail - indicating that payments would be skipped during these months. Because the payments were scheduled through the Auto-Pay system, I reasonably relied on the system to draft the scheduled payments each month. The Auto-Pay portals On Due Date option reasonably suggests that payments will be drafted on each monthly due date. At no point during enrollment or during the promotional period was it made clear that the Auto-Pay configuration could result in skipped payments that would prevent the balance from being paid within the promotional timeframe. Because the system, was set up through the companys own payment portal and labeled in a way that implies monthly drafting, I relied on it to process payments consistently. The skipped payments occurred without any notification or warning that the payment scheduled differed from standard monthly drafting. I discovered this issue on a weekend and was therefore unable to contact Star Furniture 's Customer Care Number until the following Monday, XXXX, XXXX, XXXX. After several hours attempting to reach the appropriate department, I was eventually connected to the XXXX XXXX of Collections, XXXX XXXX. Our communications since then have been conducted via email. XXXX XXXX informed me that the company offers a one-time grace period for customers who are up to XXXX days past the promotional expiration date. However, because the XXXX system skipped the entire XXXX payment and I did not receive any notification that my promotional period had ended with a remaining balance, I was completely unaware that the account had not been fully paid off. As soon as I became aware of the issue on XX/XX/XXXX, I immediately paid the remaining principal balance in full to the best of my knowledge based on the information available in the payment portal, which does not provide a detailed itemized breakdown. Throughout the promotional financing period, my automatic payment software {$220.00} exceeded the minimum payment due on the account. My intent was to ensure the balance would be paid off in full within the XXXX promotional period. After discovering the sipped payments and speaking with XXXX XXXX on XX/XX/XXXX, I requested that the account be internally reviewed given that the Auto-Pay system skipped multiple months without notice and I had relied on the system to make monthly Payments. XXXX XXXX declined to conduct an internal review. I also asked XXXX XXXX to clarify what interest rate would apply to the account while I dispute this issue so that I could understand the potential financial impact. I did not receive a response to that question. Given that I relied on the companys Auto-Pay system to draft payments on the due date, and payments were skipped without notice in a way that prevented the balance from being paid within the promotional period, I believe this situation raises concerns regrind the clarity of the payment system and related disclosures under the consumer protection principles reflected in Regulation Z of the Truth in Lending Act. The design and labeling of the XXXX option XXXX also create the potential for consumer misunderstanding regarding payment timing and payoff expectations when using promotional financing. Given that I consistently made payments above the minimum due, relied on the XXXX system, to draft payments on each due date, and did not receive notice that payments were being skipped or that the promotional expiration date was approaching, I believe this situation warrants review. I am requesting that any deferred or retroactive interest associated with this promotional financing agreement be waived and that the account be considered satisfied as paid in full. I believe this is a reasonable resolution given that I relied on the companys Auto-Pay system to draft payments on the due date, payments were skipped without notice, I consistently paid more than the minimum payment due, and I immediately paid the remaining balance once this issue was discovered.

Company response to consumer: Closed with explanation