Consumer complaint received 2026-03-10 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: AL

Complaint narrative:
On XX/XX/XXXX, I financed an XXXX XXXX XXXX through Affirm for services provided by XXXX ( XXXX XXXX ). The total purchase price was {$1700.00}, financed through an Affirm installment loan. Of that amount, {$1400.00} was allocated to eight tutoring sessions at {$170.00} each, {$150.00} was for XXXX access, and {$130.00} was for the XXXX platform. On XX/XX/XXXX, I attended my initial consultation session. During that consultation, the tutor introduced religious commentary unrelated to XXXX preparation, including statements referencing religious beliefs and comments about XXXX people being chosen. This discussion was unrelated to XXXX tutoring and was inconsistent with the purpose of the session. The consultation was recorded with permission, and that recording documents the content of the discussion. Following the consultation on XX/XX/XXXX, I also received a text message containing religious content and videos referencing religious beliefs and practices. On XX/XX/XXXX, I contacted the company by phone and email requesting cancellation due to concerns about the consultation. Rather than canceling immediately, I attempted to continue the program in good faith and requested a different tutor. The tutoring services continued to present significant problems. I attended a session with another tutor who was not prepared for the session. On XX/XX/XXXX, a scheduled tutoring session was missed when the tutor did not attend. I did not receive a response regarding that missed session until XX/XX/XXXX, when I was informed that the tutors remaining calendar availability was not accurate. This occurred the week before my XX/XX/XXXX XXXX exam, which prevented timely rescheduling when tutoring support was particularly important. After requesting another tutor, I was assigned a tutor who arrived late to a session and ate during the tutoring session. A subsequent tutoring session with that tutor was canceled approximately 30 minutes before the scheduled start time, even though the session had been scheduled one week in advance. This session was to occur on XX/XX/XXXX and that morning, I decided to cancel my subscription and requested a refund for the remaining balance. I have not received a response. Throughout this matter, I made repeated efforts to resolve these issues directly with the company. In total, I made approximately five phone calls, five emails, and five platform messages regarding the consultation concerns, requests for different tutors, missed and canceled sessions, scheduling problems, and requests for a refund or adjustment. I used the XXXX platform, XXXX access, and one tutoring session. I informed the company that I was not requesting reimbursement for the XXXX access, the platform access, or the one tutoring session that occurred. My request has been limited to the unused tutoring sessions only. Because of the repeated service failures described above, seven tutoring sessions remain unused. Those seven sessions account for {$1200.00} of the tutoring-session portion of the purchase price. Despite my repeated efforts to resolve the matter directly, I remain responsible for payments on the Affirm installment loan. The account currently reflects a remaining balance of {$1100.00}. I also attempted to address this matter directly through Affirm, but I was informed that the transaction was outside Affirms dispute window, even though I remain obligated on the loan and continue to be responsible for payments tied to tutoring sessions that were not delivered as agreed. After those efforts were unsuccessful, I also contacted my bank, XXXX, regarding the ACH debits and possible stop-payment options because I remained obligated on payments tied to unused tutoring sessions. I am requesting that Affirm review this loan in connection with the underlying service failures and adjust the financed balance to remove the portion associated with the seven unused tutoring sessions that were not delivered as agreed.

Company response to consumer: Closed with explanation