Consumer complaint received 2024-02-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Affirm Holdings, Inc
State: MD

Complaint narrative:
Affirm deliberately misled and deceived me by providing me with Inaccurate and False instructions for resolving a Refund Dispute that I have with the merchant XXXX whom charged my Affirm Loan Account on or about XX/XX/2023 in the amount of {$910.00} creating a loan debt to Affirm in the amount of {$1000.00} Loan ID ( XXXX ). I strongly believe that Affirms purpose of providing me with these Deceptive, Misleading, Inaccurate and False instructions was for me to miss the deadline for submitting supporting documents, photos and evidence that supports my dispute with the merchant XXXX. 

According to Affirms policy, once the deadline passes for providing supporting documents, photos and evidence to support a Dispute, Affirm will make a Decision in favor of the Merchant, therefore making me liable for paying back the Loan. I strongly believe that Affirm had no intention of Ruling in my Favor or Recovering a Full Refund from XXXX. When I first called Affirm to initiate my dispute against XXXX for a Full Refund, due to XXXX failing to provide me with all items that XXXX charged to my Affirm Loan account, the Representative provided me with Case ID number : XXXX and gave me clear instructions to submit all evidence, documents, photos, etc. to support my claim via email to : customercare @ affirm.com and to include Case ID number : XXXX in the subject box. After following these instructions, I call Affirm to get an update and the representative tells me that Affirm DID receive my Dispute email statement, but I DID NOT submit any evidence, documents, photos, etc. to support my Dispute. After going back and forth with the Representative, I request to be transferred to a Supervisor. 

The supervisor named XXXX at around XXXXXXXX XXXX. gets on and I explain the situation. I am then told by XXXX also that I DID NOT submit anything and that Case ID number : XXXX did not exist. After going back and forth with XXXX, he directed me to the Help Center in the Affirm App and Website. While still on the phone with the XXXX, I log into my Affirm account and go to the Help center. While in the Help Center, I discover that Case ID number : XXXX is listed as Purchase Return/Refund and is reported as " CLOSED ''. I then see a notification listed as Merchant Dispute and is reported as " Pending ''. I click on that and it contains numerous messages that I never was informed nor knew existed. Several of the messages thanked me and acknowledged me for providing the necessary information requested for my Dispute : evidence, documents, photos, etc. to support my Dispute. 

However, the latest message from XXXX XXXX dated on XX/XX/2023, XXXX states that no documents were attached to my email that Affirm acknowledged receiving. While still on the phone with XXXX I resubmit the email which contained my statement, my desired outcome along with evidence, supporting documents and photos. XXXX confirms that he can see the email and evidence, supporting documents and photos that I just resubmitted. XXXX then states that I DID submit an email, but I DID NOT provide evidence, documents, photos after just confirming that he can see them. I CAN NOT MAKE THIS UP. ( Please request the tape of conversation ). This resulted in a heated back and forth. I request XXXX to transfer me to his superior, where he claims that he is the last person I'm able to speak with. At that point, I inform him that I will be reporting Affirm to the Better Business Bureau. Shortly thereafter, Case ID number : XXXX is now being reported as CLOSED and a new case appears listed as Direct Complaint and reported as Transferred with Case ID number : XXXX. 

I return to Case ID number : XXXX which now shows a paperclip icon, a textbox and a send icon at the end of it. I then copy and pasted the email that I initially emailed from my XXXX to Affirm twice into this text box in addition to adding the exact same attachments that I submitted in my first 2 emails to Affirm. 

Affirm closed the case in favor of XXXX. 

I then filed a complaint with the Better Business Bureau against Affirm, where Affirm admits in the complaint by stating, Affirm would like to sincerely apologize for this oversight and for any frustration and/or inconvenience that this interaction may have caused. Affirm can confirm that XXXX XXXX 's evidence had been received on the dates indicated above. Affirm also states, Affirm can not issue a refund if it is not confirmed by the merchant unless the merchant is found to be working outside of their stated policies and procedures. I was instructed by Affirm to resolve this matter with the merchant XXXX. I made numerous attempts to resolve this matter with XXXX, including returning all items received, phone calls and emails. 

As per a XXXX representative, since I filed a dispute against XXXX with Affirm, XXXX will no longer touch this Order. The XXXX representative also quoted that XXXX will not issue a refund, will not reissue items, items have been resold or restocked. 

XXXX actions or lack thereof, is clear evidence of XXXX working outside of their stated policies and procedures. XXXX to this very day possesses all the items that I purchased and all the items I returned, plus payments made to them by Affirm. 

Affirms process of handling and resolving disputes is Predatory, Misleading and puts the customer at a disadvantage. Affirms intentions are to make the customer liable for the loan even though the XXXX is at fault.

Company response to consumer: Closed with explanation