Consumer complaint received 2025-11-25 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Affirm Holdings, Inc
State: IL

Complaint narrative:
On XX/XX/XXXX I placed an order for item # XXXX, XXXX XXXX Cashmere Pant Set using Affirm from merchant The Real Real for {$3300.00}. Paid {$620.00} to Affirm using a credit card, leaving the loan to a balance of {$2700.00}. The dispute is for the full {$3300.00}. I am filing complaints against both Affirm as the financial institution and The XXXX XXXX as the merchant. The merchant has not filled their obligation to provide item that matches the description from their website and or provided proof to validate the correct item was packed by their warehouse employees ; they claim they have video footage of correct item being packed. On XX/XX/XXXX received wrong item and contacted XXXX about receipt of wrong set and therefor not as described item, received Return Authorization, sent back package, XXXX received XX/XX/XXXX. Emailed, called and texted because refund was not being processed. XXXX denied refund stating I sent wrong item back, I explained I sent back what I received or you sent me. XX/XX/XXXX XXXX sent back the wrong item and I contacted customer care again for a RMA or refund authorization. Refund approved and sent back the package same day. Return reached XXXX for the second time XX/XX/XXXX. Contacted TRR about the refund and once again was told I sent the wrong item back, again I explained that is what I received from them and not the pretty hot pint outfit, which is why I'm contacting them and seeking refund for XXXX time. Refund denied, XXXX has " proof '' correct item was packaged and sent. I requested to see this " proof '' because then I might need to seek assistance with the courier, XXXX. Was told they are not authorized to share the footage with me. Per Consumer Law in XXXX, that proof is the basis for XXXX denying my refund and they must share it or forfeit the claim. No action was taken. During the second refund conflict I contacted Affirm for a chargeback and provided all backup information, including pictures, texts, emails, and any related information. Affirm denied my claim for the second time, stating I didn't provide enough or strong evidence against XXXX 's claim. I requested details of what was missing and an explanation of their decision against me Affirm ignored my request and stated I can open another dispute. I feel the answers/ conversations with the Affirm " agents '' is scripted or written down and read from a pre-typed rehearsed letter/post. On XX/XX/XXXX filing dispute with Affirm for the XXXX time. At this point XXXX has blocked me and my account. Per IL consumer laws I have the right to a refund, replacement of original item purchased ( hot pint NOT dull pink ) or for the merchant to show proof such as video to make their claim legal. XXXX sent back the incorrect item again and offering to consign the set. Also, denying refund since the " wrong item was sent back to me and I received it ''. This doesn't even make sense. Affirm is running me in circles, like a cat chasing its tail because literally, they have the same spiel when I converse with them over and over again.

Company response to consumer: Closed with explanation