Consumer complaint received 2026-03-02 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Affirm Holdings, Inc
State: MO

Complaint narrative:
On XXXX XXXX, 2026, I filled out an online questionnaire for XXXX for interest in XXXX medications and used Affirm to begin an installment loan through XXXX website. After completing the questionnaire, I did not receive any consultation, communication, prescription, product, or confirmation that anything had been processed. No one from XXXX ever contacted me for a medical review or to complete the order. Immediately after submitting the questionnaire, I researched XXXX further and found extensive evidence that the company is scamming customers. There were many reports of people never receiving products, being billed for the full amount instead of installments, and being unable to reach anyone despite XXXX claiming to offer 24/7 support. Because of these red flags, I attempted to cancel the order right away. When I tried to cancel, the phone number listed by XXXX did not connect to anything. I left two voicemails, but no one ever returned my calls. I also attempted to text the number, but the messages came back to me as if I had texted myself. I then tried emailing XXXX, but the emails also came back to me formatted as if they were replies from XXXX, even though they were simply my own messages being echoed back. The only place XXXX ever responded was through their internal portal, which is the same place where I originally attempted to cancel the order. XXXX did not respond to my cancellation request in a timely manner. Instead, they processed the Affirm loan after I attempted to cancel, even though nothing had been fulfilled, shipped, prescribed, or completed at the time of cancellation. All I had done was fill out a questionnaire. I never spoke to anyone, never had a consultation, and never provided a pharmacy for any medication to be sent to. It would have been impossible for them to ship anything to me. As of XXXX XXXX, 2026, I have still received no product, no prescription, no consultation, no tracking number, and no proof of delivery. XXXX has not contacted me since my original cancellation attempt, and I have had no communication with them outside of the portal message where I tried to cancel back on XX/XX/XXXX - XX/XX/XXXX. I also filed a complaint with the XXXX XXXX XXXX. The XXXX informed me that XXXX has not responded to them either, which matches the pattern of nondelivery and noncommunication reported by many other customers. I disputed the charge with Affirm because the merchant never delivered anything. Affirm asked for details, which I provided, including the fact that I never received anything and that the merchant ignored my cancellation request. Despite this, Affirm stated they are siding with the merchant, even though neither Affirm nor XXXX has provided any proof of shipment, delivery, consultation, or fulfillment. In addition, Affirm has repeatedly stated that they are siding with the merchant based solely on XXXX written policies. However, XXXX policies are inconsistent across their own website, contradict each other, and do not match their actual behavior. None of these policies change the fact that no product, prescription, consultation, or service was ever provided. Affirm is relying on the merchants claims and website language instead of requiring actual proof of delivery or fulfillment, which they have not produced. I specifically requested the documentation Affirm relied on to deny my dispute, including any tracking number, carrier, delivery address, delivery confirmation, or proof that a product or service was ever provided. Affirm refused to provide any of this information. There is no evidence that XXXX fulfilled the order in any way. Affirm is attempting to hold me responsible for a loan for goods and services that were never delivered, never provided, and never completed. I do not want the product, and I would not accept it even if it were offered now, due to widespread reports of false advertising, unsafe or counterfeit medications, and customers becoming ill from products allegedly supplied by XXXX. This situation constitutes a billing error, and Affirm has failed to properly investigate or correct it. I am requesting that the CFPB require Affirm to close the loan entirely and remove all charges, as no product or service was ever provided and delivery was never possible.

Company response to consumer: Closed with explanation