Consumer complaint received 2024-06-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Affirm Holdings, Inc
State: MN

Complaint narrative:
A nutritionist named XXXX XXXX XXXX posted on XXXX, XXXX, and XXXX videos that she assisted with a personalized metabolic program for women that were in XXXX. She indicated that it was free of charge to speak with her, and to receive personalized coaching on a weekly basis for meal planning, metabolic education, and physical activity to support her plant-based program. However, at the end of the XXXX  call, she stated that she had a pop-up available for a low cost loan through a company that supported small services such as herself. It popped up and I signed up on it, though I noted to her that I wanted to know what to do in an event that I was not satisfied with the services. ( This was in the middle of XXXX. ) She said that I could receive a refund through her. Two days later, only a small portion of content was in the app that XXXX had me download, and then it stated that the coaching would be done in a group format only on Thursdays. I immediately contacted XXXX through her app in the communication section to inform her that the coaching day and format would not work for me as I see patients all day on Thursdays and that she had stated it would be one-on-one coaching. Further, I informed her that the content in the app was videos from other sites and that they constituted the same things that I had already been doing on my own for metabolic and meal prep on XXXX. I stated that her service was not personalized, and instead, was actually pieced together from other sites. 

I requested a refund ( this again was only after 2 days of signing up for her service ) on XX/XX/XXXX. She stated in the app ( of which I have screenshots ) that she would only provide half of the refund as I already had access to the app. I replied that it was insufficient since the information in the app did not meet the advertised product and that I had not accessed all of the information, and that much of it was not even there. I informed her that I would be contacting Affirm ( the loan company she was using for the service ) to open a dispute, which I did. XXXX responded later in the day that she had contacted Affirm and that they told her I was to work only with them on it and that she would no longer be a part of the discussion. She then turned off any means to communicate with her through the app, though it continues to generate automated meal prep statements to me. I have since attempted to contact her on XXXX ( she has since removed her primary page on there, though she has other ones she operates in ), XXXX, and via email. She has not responded to any of these communication attempts ( I have sceenshots of all correspondence attempted by me. ). 

I opened a dispute with Affirm, and have screenshots of all of that correspondence. They provided a fake website multiple times that I was supposed to use to contact XXXX to request a refund, as they stated I had to have correspondence showing that a refund was requested and that they would then determine if it was a legitimate dispute. They provided me with a website for her in all of their correspondence that is fake, which I also have documented and sent to Affirm. After only XXXX days of having submitted the dispute with Affirm, they sent me an email stating that they found in favor of plantabygia.com though they provided no evidence of any correspondence with XXXX XXXX, nor did they acknowledge that she has not responded to any requests for a refund though they continued to indicate that I should contact her. 

It is apparent from their correspondence response that it is auto-generated to me regarding the dispute resolution, and they refuse to request a refund from XXXX or dismiss the loan. It is quite apparent that this is a fraudulent practice between XXXX XXXX and Affirm, and that the Affirm loan company is not actually investigating fraud on their merchants actions. There was nothing in the merchants app related to the supposed service only a few days after Affirm stated that they had conducted their investigation, which I informed Affirm of and they responded with the same auto-generated response. 

I paid the loan amount with my XXXX XXXX, as Affirm submitted it as a delinquent loan to the credit card companies and it affected my credit score ( which is usually over XXXX! ). I submitted a dispute with XXXX XXXX related to the loan, along with many, many pieces of evidence and XXXX XXXX determined that I did not receive the services from the merchant and that Affirm was in the wrong in not reversing the charges. XXXX XXXX credited my account with the loan amount paid. 

I then contacted Affirm as they attempted to charge off the loan and submitted it to the credit companies again AND charge a late fee for the months after I had paid the loan. Affirm stated today that they stand by their decision related to the merchant and said that I had never provided sufficient proof about not getting the product/service from the merchant ( which I most certainly did since I have all of the correspondence between us that shows Affirm said that they would take care of it ).

Company response to consumer: Closed with explanation